System Logs

Answer "did the customer get the email?", trace exactly who changed what in your admin panel, and manage blocked email addresses (bounces, spam complaints, suppressions). This is your first stop for email delivery queries, audit trail checks and security investigations.

Where to find it: Admin → System Logs (/admin/logs). The page is only visible to admins with the audit logs permission — if it's missing from your menu, ask the account owner to grant it.

The page has three tabs: Audit Logs, Email Logs and Email Suppressions. Each tab has its own URL hash — #audit, #email and #suppressions — so you can bookmark or send a colleague a link that opens straight on the right tab (e.g. /admin/logs#suppressions). Every tab shows statistics cards at the top, a filter panel with a Clear Filters button, and a table paginated at 50 rows per page.

Check whether a customer received an email

The most common job on this page: a customer says they never got their order confirmation, verification email or winner notification.

1. Open the Email Logs tab.
2. Type the customer's email address into the Recipient search box.
3. Optionally narrow by Template — the dropdown lists every kind of email your site sends, such as Order Confirmation, Email Verification, Password Reset, Instant Win, Main Prize Win, Competition Ended, Order Failed, Refund Confirmation and Admin Invitation.
4. Find the email in the table and click View details to open the detail panel.
5. Check the Status badge and the Timestamps section, which shows when the email was Created, Sent and (where confirmed) Delivered.

What each status means:

• Pending — the email has been created but not yet handed over for sending.
• Sent — the email left your site successfully. Delivery to the inbox has not yet been confirmed.
• Delivered — delivery to the recipient's mail provider was confirmed. If the customer still can't see it, it's almost certainly in their spam/junk folder.
• Bounced — the recipient's mail provider rejected it (bad address, full mailbox, blocked). Bounces usually add the address to the suppression list — see Re-enable emails to a suppressed address.
• Failed — sending failed. Open the detail panel and read the Error Message section for the cause.

The statistics cards at the top give you the bigger picture for the selected date range: Total Emails, Sent (which includes delivered), Failed (which includes bounced) and the Date Range in effect. A rising Failed count is your early warning that something is wrong with deliverability.

Find every email for an order, competition or customer

The Email Logs filter panel also has User ID, Order ID and Competition ID boxes, plus Start Date / End Date pickers:

• Order ID — see every email tied to one order, e.g. to confirm the order confirmation actually went out before a chargeback dispute. Copy the ID from the order in Orders.
• Competition ID — see every email a competition generated, such as winner notifications after a draw.
• User ID — see everything ever emailed to one account, even if the customer has since changed their address. Copy the ID from the customer's profile in Users.

Opening any email's detail panel shows a Related Entities section with the User ID, Order ID and Competition ID it belongs to — handy for jumping the other way, from an email to the records behind it. Emails that were handed to the delivery service also show a Resend ID, the unique reference the email delivery service assigned; quote it if you ever need to raise a delivery query with support.

Work out why an email bounced or failed

1. In Email Logs, set the Status filter to Bounced or Failed.
2. Click View details on the email.
3. Read the Error Message section — it states the reason the send was rejected or failed.
4. If the address bounced, switch to the Email Suppressions tab and search for the address. A hard bounce or complaint usually means the address is now suppressed and will receive nothing further until the suppression is removed.

Typical causes: a typo in the customer's address (check their profile in Users), a full or abandoned mailbox, or the customer previously marking one of your emails as spam.

Stop emails going to an address (add a suppression)

A suppression blocks the platform from sending any email to an address. Most suppressions are created automatically when an email bounces or the recipient files a spam complaint, but you can add one manually — for example when a customer asks you to stop all contact, or you know an address is dead.

1. Open the Email Suppressions tab.
2. Click Add Suppression.
3. Fill in the form:
   • Email Address (required) — the address to block.
   • Suppression Type (required) — Hard Bounce (address permanently invalid), Soft Bounce (temporary failure such as a full mailbox) or Complaint (recipient reported your email as spam). For a manual block, pick the type that best matches why you're blocking it.
   • Reason (optional) — a note explaining why, e.g. "Customer requested no further emails 06 Jul". Worth filling in: it shows in the Reason column and saves the next admin guessing.
   • Source Email ID (optional) — the delivery-service reference of the email that triggered the block, if there is one. Usually left blank for manual additions.
4. Click Add Suppression.

From that moment the platform sends nothing to the address — no order confirmations, no winner notifications, nothing — until the suppression is removed.

The statistics cards show your current totals: Active Suppressions, Hard Bounces, Soft Bounces and Complaints. You can also filter the list by Email Address search and Suppression Type.

Re-enable emails to a wrongly suppressed address

If a customer was suppressed by mistake — say a temporary mailbox problem caused a bounce, and the address now works — lift the block:

1. Open the Email Suppressions tab and search for the address.
2. Click the green tick (Remove suppression) on the row.
3. Confirm in the dialog. Emails can now be sent to the address again.

Remove lifts the block but keeps the record: the row's Status changes from Active to Removed and the detail panel gains a Removed At timestamp, so you retain the history of why the address was ever blocked. Removed entries disappear from the default view — tick Include removed suppressions above the table to see them.

There is also a Delete suppression action, which permanently erases the record and cannot be undone. Prefer Remove in almost all cases — the history is valuable if the address bounces again. Reserve Delete for entries created in error (e.g. you suppressed the wrong address entirely).

Think twice before removing a Complaint suppression: the customer reported your email as spam, and emailing them again without their explicit say-so risks further complaints that damage deliverability for everyone. Only remove it at the customer's own request.

Click View details on any suppression to see the full record: address, type, status, reason, the source email reference (if any) and the created/removed timestamps.

Review the audit trail

The Audit Logs tab records administrative and system events: logins, admin changes to competitions and orders, financial actions, security events and more. Use it to answer "who changed this?", to investigate suspicious activity, or as your evidence trail for compliance queries.

Each row shows the Timestamp, the Action (e.g. "Competition Update", with the affected record underneath), a Category badge, a Severity badge, the User who did it (or System for automatic events) and a Status of Success or Failed.

Filters available: Category, Severity, Status, a free-text Action search, Start Date / End Date, User ID and Entity Type.

• Categories: Authentication, User Management, Financial, Competition, Admin Action, Security, Data Change, System.
• Severities: Info (routine), Warning (worth a look), Error (something failed), Critical (needs attention now).

The statistics cards show Total Events, Critical Events and Failed Events for the selected date range.

See exactly what an admin changed

1. Find the event (filter by Category, the Action search, or the User ID of the admin).
2. Click View details to open the detail panel.
3. The Previous Values and New Values sections show the record's fields before and after the change, one after the other — for example a competition's old and new ticket price. Additional Metadata holds any extra context recorded with the event, and Error Message appears on failed events with the reason.

The panel also shows User Information (the admin's email, User ID and IP address) and Entity Information (the type and ID of the record affected).

Trace everything one user did

Paste an account's ID into the User ID filter to see every audited event by that user — useful for reviewing an admin colleague's activity or investigating a suspicious customer account. Copy the ID from the person's profile in Users.

Narrow to one kind of record

Use the Entity Type filter to limit results to events touching a particular record type: User, Competition, Order, Refund, Main Prize Winner or Wallet Transaction. Combine it with a date range to answer questions like "what happened to refunds last week?".

Investigate a spike in Critical or Failed events

If the Critical Events or Failed Events card looks high:

1. Set Severity to Critical (or Status to Failed).
2. Narrow the date range to when the spike started.
3. Open each entry's detail panel and read the Error Message.
4. Repeated failed Authentication events against one account can indicate someone trying to break in — consider locking the account from Users.

Troubleshooting

A customer says they never received their verification email

1. In Email Logs, search the Recipient box for their address and filter Template to Email Verification.
2. If the status is Delivered or Sent, ask them to check spam/junk and to search their mailbox for your site name.
3. If it's Bounced or Failed, read the Error Message, then check Email Suppressions for the address. If it's suppressed and the address is genuinely valid, Remove the suppression.
4. Have the customer request a fresh verification email by visiting the /resend-verification page on your site (also linked from the registration flow).
5. If nothing was ever logged, check their profile in Users — the address may have been typed wrong at registration. You can also mark their email as verified manually from their profile as a last resort.

A winner says they didn't get their notification email

Search Email Logs for their address with Template set to Main Prize Win (or Instant Win). Check the status and timestamps as above. There is no one-click resend on the platform, so if the email genuinely failed, fix the underlying cause (suppression, wrong address) and contact the winner directly — their win is still recorded in Winners regardless of the email.

An email shows Sent or Delivered but the customer can't find it

Delivery was confirmed to their mail provider, so the message exists — it's almost always in spam/junk or under a different address than the one the customer is checking. Confirm the exact recipient address shown in the log matches the one they're looking in.

A customer's profile shows their email as blocked

That marker means the address is on the suppression list. Look it up on the Email Suppressions tab to see the type, reason and date, and remove it if appropriate. See Users for the profile-side view.

Can I resend a failed email from here?

No — the Email Logs tab is a record, not a sending tool; the only row action is View details. Password reset and verification emails can be re-requested by the customer themselves from your site; for anything else, resolve the cause (remove the suppression, correct the address) so future emails get through, and contact the customer directly about the one that was missed.

Can I export or download these logs?

Not from this page — there are no export buttons on any of the three tabs. For compliance requests, use the filters to isolate the relevant entries and capture what you need from the detail panels.