Overview
If your Annual Statement emails are not being sent, the cause is usually the Campaign Member Status applied during the statement process. This behaviour is also affected by the Save PDFs option selected during statement generation.
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Why this happens
Payments2Us uses separate processes for generating statements and sending emails:
- Statement Generate creates the statement output
- Statement Send applies the sending logic and updates Campaign Member Status
The email workflow only runs when the Campaign Member reaches the status: Statement Send
If the Campaign Member instead moves to a different status such as Statement Generated or Statement Download, the email will not be sent.
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How the “Save PDFs” option affects email sending
| Save PDFs Option | Campaign Member Status Applied | Email Sent? |
|---|---|---|
| No – Email PDF Statements | Statement Send | Yes |
| Yes – Only Contacts without Email | Statement Send | Yes, for email-eligible Contacts |
| Yes – All Contacts | Statement Download | No |
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What to check
- Confirm that Statement Send has been run, not only Statement Generate
- Check the final Campaign Member Status
- Review which Save PDFs option was selected
- Confirm the Contact has a valid email address
- Confirm the statement total is greater than zero
- Ensure the Campaign has the expected active Campaign Member Status values
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Expected behaviour
If you select Yes – All Contacts, PDFs are saved against the Campaign for all Contacts, but the Campaign Member moves to Statement Download. In this scenario, the email workflow does not run.
If you want emails to be sent, the Campaign Member must reach Statement Send.
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Related Articles
- How to send out Annual Statements (bulk) - See Section 7: Download PDFs in the Annual Statements guide
- When pressing Send Statement button, why does the Campaign Member Status not updated to “Statement Send”?
- What are the various Campaign Status's used for
- Why are PDFs not created against the Campaign?