When your subscribers mention that they didn't receive their login emails, asked them to check:
if they entered the correct email address. Firmhouse doesn't show errors for incorrect emails for privacy & security reasons
If they checked their spam box. Unfortunately, these mails could end up in Spam
Did you share the subject line of the email that's sent? Sometimes people expect something else and read over it.
If your project is linked to Klaviyo, there are two places to start searching for possible issues:
1. In Firmhouse
Open Firmhouse portal
Search for the subscription that mentioned they didn't receive an email
Look at the bottom of the subscription page, there's a block with "Self service center logins"
If that box is not there (it's on the bottom), they didn't try to log in yet *)
If that box is there, it shows the login attempts and when Firmhouse sent triggers to Klaviyo
*) =If you don't see the SSC login attempts, the subscriber likely didn't enter the correct email address
2. In Klaviyo
If Firmhouse shows login attempts for a certain subscriber, you can find this email address as a Profile in Klaviyo.
On that Profile, the metric firmhouse-self-service-center should be there (this is what the SSC login email is called in your Firmhouse project).
If there's a mismatch, no metric where Firmhouse sent it, please let us know. That's an issue with the integration. We need exact email addresses and preferably timestamps for that.
If the metric is shown on the Klaviyo profile, there could be a few issues:
no Klaviyo Flow is triggered by this
firmhouse-self-service-centermetricThe email isn't marked as transactional at Klaviyo, see https://help.firmhouse.com/en/articles/5891035-use-klaviyo-to-send-email-notifications-to-your-customers#h_6cbddd8029
It is also possible that Klaviyo "blocks" certain email addresses. Can you see on the Klaviyo profile if there's an email sent?