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# My customer isn't getting a tracking email

**Common causes:**

- The email address is missing from the order or has a typo.
- The tracking notification is switched off in the settings.
- The email has ended up in the customer's spam folder.
- The tour hasn't started yet – the email only comes then.

**What to do:**

1. Open the order and check the email address.
2. Under **Settings** (select the pharmacy at the top left) → **Email & tracking**, check that the tracking email is active.
3. Ask the customer to check their spam folder.
4. Alternatively, give the customer the tracking number or tracking link directly.

→ In detail: [How do my customers get shipment tracking?](https://hilfe.apomap.de/en/article/wie-versende-ich-eine-sendungsverfolgung-an-meine-kunden-ymwr8i/)