If a recipient says that a card you sent was never delivered, the first thing to check is whether we received your request to send the card. You can check this by clicking the Card History option in the orange menu above. (Note: you must log-on first or this option will not be visible.)
If the card isn't listed in Card History then we probably didn't receive your request to send it. But check on the Cards Pending page too: normally the only reason a card would be held in Cards Pending would be if you selected a future date on which to send it, or if you selected to add a gift but did not complete the gift payment process. For more details of Cards History and Cards Pending, click here.
If the card is listed in Card History as having been sent, then you can be absolutely certain we did indeed send it!
The first thing to do is to double-check the e-mail address you gave: it's surprising how often people make small errors in e-mail addresses – for example, typing .com instead of .net or vice-versa, or a letter O instead of a number 0, or transposing letters or digits. Try to find a recent e-mail from the intended recipient: this will show their correct address in the "From" section at the top, so you can check you typed it correctly.
If the e-mail address is definitely correct and the card is shown in Card History, then it should have arrived at the recipient's service provider. But unfortunately, once an e-mail leaves our server it is outside our control, and many service providers and e-mail programs include spam filtering, which hides away what they consider to be suspect mail in a "quarantine" area, or even simply blocks it altogether. Usually, this can be resolved by asking your recipient to add email@example.com to their e-mail address book, since this is the address from which our cards are sent. Or, if they have an anti-spam program they should be able to "whitelist" that address. Then when they've done that you can re-send the card (there's an option to do this in the Card History page).
If this doesn't work, then there's a very useful technique which almost always works to bypass a spam filter. Send the e-card again, but this time, enter your own e-mail address as the recipient. A few seconds later you will receive the e-card in your mailbox. Now, all you have to do is forward that e-mail on to the original intended recipient. Because the mail is coming directly from you rather than from us, it's less likely to be blocked as potential spam.
Most Yahoo Groups only allow members to post to the group. This means that if the "From" e-mail address on an e-mail sent to the group isn't listed as a member, the e-mail will be blocked. Our cards are sent from firstname.lastname@example.org.
There are two ways to work around this problem.
To contact our helpline directly please select the third option above, or please feel free to send us a snail mail.