Mission president email not being sent to family

The parents of a missionary in our ward are not getting any of the emails from the Mission President. The Stake president has been forwarding a few of these emails to our Bishop explaining what is happening to this missionary in Brazil (COV-19 situation). I assume that there is an automated system for email communication with parents and I am wondering where to look to fix this problem.

In the mean time the parents have asked the mission president to add them to the list prior to this last email communication. Apparently he forgot to send a separate email out of band to these parents - probably a lot on his mind.

In summary could someone suggest where this miss-configurations is occurring so I can correct the problem?

Are the parents using a common email provider? For example, @byu.net email addresses have been reported to have problems receiving emails sent using the "Send a Message" tool in Leader and Clerk Resources.

They are using Gmail.... Here is an update from the Mission President:

Thank you for the email and helping with communication. It is sent to the emails the missionary put on their contacts, I am adding them now. It looks like there were no contacts included by [the sister missionary] for her parents. Thanks for helping out.

I'm fairly new at this - I have a few questions:

• I assume the place that the missionary puts contacts is recorded in the Missionary Portal?
  I think I don't have access to the Missionary Portal. Look at the attached picture and see if you agree. Seems to be a number of menu choice missing

  MP.png

  (1.1 MiB) Not downloaded yet

  Do clerks normally have access to the Missionary Portal?

[Moderator note: Name removed. This is a public forum.]

When I served as clerk, the bishop granted me access to the missionary portal to assist those in our ward in preparing their applications. If I understand correctly, the clerk does not get access from his calling - the bishop in each ward has to specifically grant access to the ward clerk. I don't recall if I had access to enter any data - all I did was help them get access to the forms.