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Does she have a less-common email address (for example, byu.net email addresses are known to have issues receiving mass emails)?
Samuel Bradshaw • If you desire to serve God, you are called to the work.
brofisher wrote:Could this be from having her privacy set in LDS Tools to something other than "stake visibility"?
Privacy settings are not a factor. She should check her settings in Subscriptions.
Certain email addresses, especially those that forward the email (like byu.net), can be problematic.
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