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Why Didn't My Winner Release Form Send or Get Delivered?

If a winner reports that they did not receive their Winner Release Form, there are several common reasons why this can happen. This guide walks through the most frequent causes and how to troubleshoot the issue.

Before You Begin

Before troubleshooting, verify that the Winner Release Form was actually sent.

  1. Navigate to Front Desk > Winner Dashboard or Listener Database.
  2. Locate the winner.
  3. Open their profile.
  4. Review the NOTES section to confirm the Winner Release Form was emailed.

If the form has not been sent, you can resend it directly from the Winner Dashboard or Listeners Profile.

1. The Email Address Is Incorrect

The most common reason a winner does not receive a release form is an incorrect email address.

Verify that:

  • The email address is spelled correctly.
  • There are no extra spaces.
  • The winner provided the correct email address.

If needed, update the winner's email address and resend the form.

2. The Winner Checked the Wrong Folder

Sometimes the email is delivered successfully but filtered by the recipient's email provider.

Ask the winner to check their:

  • Spam
  • Junk
  • Promotions
  • Clutter
  • Other inbox folders

They can also search their inbox for the sender email address or the subject line of the Winner Release Form email.

3. The Winner Previously Marked the Email as Spam

If previous emails from your station were marked as spam, future Winner Release Forms may also be filtered or blocked.

Ask the winner to:

  • Mark the email as "Not Spam."
  • Add your station's sender email address to their Safe Senders or Contacts list.
4. The Winner's Mailbox Is Full

If the recipient's mailbox has exceeded its storage limit, new emails may not be accepted.

The winner will need to free up space before the email can be delivered successfully.

5. The Email Server Temporarily Delayed Delivery

Occasionally, a recipient's email provider or ours (happens sometimes) may temporarily delay incoming emails due to:

  • Server maintenance
  • High email volume
  • Temporary outages
  • Connection issues

In many cases, the email will be delivered automatically once the server becomes available. 

If you believe there may be an issue with our email server, please contact PromoSuite Support for assistance.

6. The Form Was Already Completed

If the winner has already completed the Winner Release Form, sending another email may not be necessary.

Review the winner's status in the Winner Dashboard or Listener Database to confirm whether the form has already been submitted.

 

Troubleshooting Checklist

Before contacting support, verify the following:

  • ✔ The Winner Release Form was sent.
  • ✔ The winner's email address is correct.
  • ✔ The winner checked their Spam or Junk folder.
  • ✔ The winner's mailbox is not full.
  • ✔ The winner has not already completed the form.
  • ✔ A new Winner Release Form has been resent.