---
title: "Why didn't my employee receive a scheduled report via email?"
slug: "why-didn-t-my-employee-receive-a-scheduled-report-via-email"
updated: 2026-10-15T01:22:47Z
published: 2026-10-15T01:22:47Z
canonical: "help.servicetitan.com/why-didn-t-my-employee-receive-a-scheduled-report-via-email"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why didn't my employee receive a scheduled report via email?

## Problem

A scheduled report did not arrive because the system sent it to an inactive employee profile instead of the active one with the same name.

## Solution

### Verify the employee's status

1. Go to **Settings ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/why-didnt-my-employee-receive-a-scheduled-report-via-email-image-zsoltcb6.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A29Z&se=2026-10-31T03%3A40%3A29Z&sr=c&sp=r&sig=hdnLSsC11yIDJtpt1g4NBjAD%2BvltXhsZza3pW1nG9P0%3D)** in the top toolbar.
2. In the side panel, go to **People > Employees**.
3. Search for the employee name that should receive the report.
4. Verify that the profile is in *Active* status.

If the employee isn't in *Active* status:

1. Click **Edit** next to the Inactive employee to open their profile.
2. Click **Profile Actions**, then select **Activate employee**.
3. The employee's status updates to *Active*.

### Rename inactive employee profile

If employee is duplicated and one is Active and the other is Inactive:

1. Locate the *Inactive* profile and click **Edit** to open the profile.
2. Rename the inactive employee profile by adding an asterisk (*) before the name.

### Verify the report is scheduled to go to the correct profile

1. Go to **Reports** in the main navigation menu.
2. In the side panel, click on **Scheduled** to view all scheduled reports.
3. Locate the report that failed to send.
4. Click **Edit ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/why-didnt-my-employee-receive-a-scheduled-report-via-email-image-gv1zokpd.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A29Z&se=2026-10-31T03%3A40%3A29Z&sr=c&sp=r&sig=hdnLSsC11yIDJtpt1g4NBjAD%2BvltXhsZza3pW1nG9P0%3D)** for the report.
5. Under *Recipients*, verify the employees who are set to receive the report are all in *Active* status. If you renamed your inactive employee profile to include an asterisk, verify that no asterisks appear in the recipient list.
6. Remove the inactive employee profile and add the active profile.
7. When you're finished, click **Save**.

The next time the report is scheduled to deliver to your selected employees, it should send to the correct employee profile.