> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/products/cc-hardware/credentials/mobile-connect/troubleshoot/mobile-connect-05-credentials-not-send.md).

# Credentials are not sending to a client

Resolve Mobile Connect invitation delivery failures caused by email, SMS, or cloud registration settings.

Work through this checklist:

1. **Check the email address** being used. Test sending to a different domain.
2. Verify that **both** "Send invitation by email" **and** "Send SMS verification code" have not been unchecked simultaneously.
3. If the domain is not receiving emails, add `no-reply@security.gallagher.cloud` to the trusted sender list to prevent cloud emails being delivered to the corporate spam folder.
4. If a credential has been accepted but is stuck waiting for SMS verification, see [01. Unable to Receive SMS Messages](/knowledge-hub/products/cc-hardware/credentials/mobile-connect/troubleshoot/mobile-connect-01-unable-to-receive-sm.md) for the SMS path troubleshooting.
5. Check the **Status and Overrides** tab of the Cloud Service on the server:
   * Status **"Waiting for registration"** means the cloud is **online** and has sent the credential to an email address. Deleting the cloud will serve no purpose.

***

🔗 **Related**

* [01. Unable to Receive SMS Messages](/knowledge-hub/products/cc-hardware/credentials/mobile-connect/troubleshoot/mobile-connect-01-unable-to-receive-sm.md). When the credential arrives but the SMS code does not.
* [02. Cloud Service not Accepting Registrations (offline)](/knowledge-hub/products/cc-hardware/credentials/mobile-connect/troubleshoot/mobile-connect-02-cloud-service-not-ac.md). When the cloud itself is offline.


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