1. The message was delivered to the Spam or Trash folder (as you mentioned, this could also be the Promotions tab in Gmail).
2. The patient's email service is filtering or blocking messages from email@example.com.
We recommend the following troubleshooting steps:
1. Ask the patient to search their email account for firstname.lastname@example.org.
2. If they still cannot locate the email, ask the patient to add email@example.com to their Safe Senders list.
You will then need to generate a new registration email for the patient by resetting their patient portal account.