Troubleshooting: Missing Replies
Common reasons a resident reply may not appear in your inbox: email mismatch, auto responders, and articles that predate the feature.
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"A resident says they replied to our news email, but I don't see anything in my inbox."
There are two legitimate reasons a reply can be sent but not appear in your inbox:
Reason 1 — The resident's email address is not on file for your property
URBI matches the reply to a resident by comparing the "From" address on their email to the email addresses registered for your property. If the address they sent from does not match any occupant in your property roster — for example, they replied from a work email instead of the personal email on their URBI account — the reply is not routed.
What to check:
Ask the resident which email address they sent from.
Compare it to the email address recorded in URBI for that unit.
If they are different, the reply was not matched. Ask the resident to reply again from their registered email address, or update their contact details in URBI first.
Reason 2 — The reply was an automatic out-of-office or auto-response
Email clients and servers sometimes send automatic replies (such as "I am out of the office" or vacation auto-responders). URBI detects these and intentionally drops them — they are not real messages and would clutter your inbox.
What to check:
Confirm with the resident whether they manually typed and sent a reply, or if their email system may have sent an automatic response.
If it was an automatic response, no action is needed — the system handled it correctly.
Ask the resident to send a manual reply once they are available.
Reason 3 — The article was published before this feature shipped
News emails sent before this feature was enabled do not have a reply address attached. Replies to those older emails will not route to your inbox. Only articles published after the feature was enabled support resident replies.