Hey @kathy39! We have a troubleshooting guide on incentive emails not being delivered here: Troubleshooting: Incentive Email Not Sending38
If those steps don't help, though, please reach out to our team at help@convertkit.com28 (or via the in-app messenger in your account) with a description of this issue. One of our Product Specialists will be able to take a look at your account and help troubleshoot further from there!