My patient says they didn't receive the program

Work through this list in order — it resolves nearly every case:

1. Check the patient's email address in Patients. Typos are the number one cause. Fix it and re-send.
2. Ask the patient to check spam/junk and to search their mailbox for "Move8".
3. Re-send the program — a second attempt often arrives even when the first was swallowed by an overzealous filter. Note that re-sending generates a fresh link and invalidates the old one, so the patient must use the newest email.
4. Corporate or institutional addresses (hospitals, insurance companies) sometimes block external senders. If the patient gave you a work address, ask for a personal one instead.

If none of this works, open a ticket with the patient's email address and the approximate time you sent it — we can check the delivery logs on our side.