An email did not arrive
Updated September 2026
Every letter Fold'em sends comes from hello@foldem.app, so that is the address to search for and the one to let through. Fold'em reads the result of a send at the moment it happens and marks your keyholder as unreachable when it fails, which is why a bounced address shows up in the app rather than staying quiet. The invite code page has its own Send it again, and a lost key is resent from Circle. A wrong address is the one case a resend cannot fix, because a resend always goes to the address on file.
Where the letter comes from
Every Fold'em email, without exception, is sent from hello@foldem.app. That covers the invite to a keyholder, the six digit code that proves an address reaches them, the pass itself, and every alert afterwards. Searching a mailbox for that address finds the lot, and letting it through is the single most useful thing to do before inviting someone.
Email is the guaranteed channel and it is not decorative. The Wallet pass is fast but best effort, and a pass update that fails changes nothing about whether the person was told; the email is what carries the obligation. That is why a keyholder who never adds the pass still gets everything.
What Fold'em knows about a failed send
The result of a send is read as it happens rather than waiting for a delivery report later, and there is no bounce channel behind it. When a letter that mattered could not be handed over, the account is marked and the app shows your keyholder as unreachable, so a dead address becomes something you can see instead of something you discover months in. When a later letter goes through, that mark clears itself.
A send that was never attempted is not a failure and is not marked as one. A pass push that fails on its own, with the email delivered, never marks anybody unreachable either, because reachability is a fact about the mailbox and not about the pass.
The six digit code
When a keyholder accepts, the second step asks for their email and sends a six digit code to it, which is how Fold'em learns that the address actually reaches them rather than trusting what was typed. The page carries its own answer for a code that has not arrived: it names the sender, points at spam and trash, and offers Send it again. On an iPhone the code can be filled from the suggestion above the keyboard rather than typed.
Working through it
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Search for the sender, not the subject
Search the whole mailbox for hello@foldem.app, including spam and trash, and on a work address check whether a filter moved it. Subjects vary by event; the sender never does.
The six digit code step
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Use the page's own Send it again
If the missing letter is the verification code, the code page can send it again itself. That is the cheapest fix and it needs nothing from you.
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Resend the key from Circle
If the missing letter is the key or the pass, open Circle, tap your keyholder, then Resend keyholder access. Fold'em emails a fresh key to the address on file, and their old pass and old link both stop working, so nothing stale is left answering beside the new one. A resend cannot be repeated inside an hour and cannot run more than three times in a day, because every one of them really does kill the live pass.
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If the address itself is wrong
A resend always goes to the address on file, and there is nowhere to type a new one, on purpose: a different address is a different person as far as the system can tell. Changing it is a keyholder change, which takes its own path and its own waiting period rather than a quiet edit.
What this does not do
Fold'em never sends a text message, so a phone number is not a fallback for a mailbox that is not working; a number given at accept is shown to you so you can reach them yourself, and nothing is ever sent to it. A missing email does not pause your term or weaken the block. It does hold up an exit, though not forever: a keyholder who cannot be reached cannot approve one in person, and a request they never answer approves itself after seven days as if you had no keyholder, with a wait of fourteen days after that rather than seventy two hours. And no email can be resent to a different address from here. If nobody can reach your keyholder any more, the honest route is to change who holds the key.
Still stuck? Email support@foldem.app and we answer within two working days.