Ok. Here are the email macros available in email template. If your is not in the list you need to call resolver before sending the email. How your email is sent? campaign?
It could that your macro is not properly registered. If you look at your template
and click on toolbar on {#}, you will get this. As you see in context specific macros you have all I mentioned above. Do you see your custom macro somewhere in the tree?
Does your custom macro resolves anywhere else on the web site?