Some customers receive citation movement emails for domains they have already removed from their account. For example, you may get a notification about a site like crystalclearfl.com even though that client no longer appears in your dashboard. This article explains why this happens and what steps you can take right now.
When a client project is deleted or deactivated, the platform's email notification system does not always register the change immediately. Specifically, the system that sends citation movement emails and report-ready emails was not checking whether a project was still active before dispatching notifications. This means emails can continue to be sent for projects that are no longer part of your account.
Our engineering team has identified this issue and is working on a backend fix to prevent deactivated and deleted projects from triggering automatic email alerts. If you are still receiving these emails, the steps below will help you manage the situation in the meantime.
Confirm the project is fully removed. Navigate to your project list in the platform and verify that the client domain no longer appears. If it does, open the project settings and delete it.
Check for duplicate or shared access. If another team member or sub-account still has the project active, emails may continue to flow. Coordinate with your team to ensure the project is removed across all accounts.
Mark emails as handled. Until the fix fully propagates across all accounts, you can safely ignore or filter these emails — they do not indicate any active billing, data collection, or reporting on your account.
Monitor your inbox over the next 1–2 billing cycles. After a project is confirmed deleted, citation emails for that domain should stop within a short period as the system sync completes.
Our engineering team has identified the root cause of this issue and is actively working to resolve it. The fix involves ensuring the platform checks whether a project is still active before sending citation movement and report-ready emails, so that deleted or deactivated projects no longer generate automatic email alerts.
When offboarding a client, fully delete the project from your account rather than simply deactivating it, and confirm with any team members who share access that they have done the same. This reduces the likelihood of stale notifications continuing after removal.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.