Why am I receiving email delivery failure notifications?

If you receive a "Mail Delivery Failure" or "Undeliverable" notification after Alpaca Health sends an email on your behalf (such as a referral or consultation email), it means the recipient's email address could not be found or is unable to receive mail.

What does this mean?

A delivery failure notification typically indicates one of the following:

• The recipient's email address was entered incorrectly (e.g., a typo or unnecessary spaces).

• The email address provided does not exist or has been deactivated.

In the context of referrals, this most commonly means that an incorrect email address was submitted for the parent or guardian — for example, by the referring pediatrician.

What should I do?

If you receive a delivery failure notification, we recommend:

1. Double-checking the recipient's email address for any typos or extra spaces.

2. Reaching out to the referring party (e.g., the pediatrician's office) to confirm the correct email address for the family.

3. Re-sending the communication once you have a verified, correct email address.

Need further help?

If you continue to experience issues or have questions, please contact the Alpaca Health support team at support@alpacahealth.io. For urgent issues (e.g., you have a session and can't log in), you can also book a meeting with our team here.