If a user doesn't receive emails from the platform, check their account status, their email address, and their notification settings, then their spam folder and your company's email filters.
Mandatory emails are sent whatever the user's notification settings. When the platform doesn't send an email, it never sends it later, even once you fix the cause.
If none of these fixes solves the issue, contact the 360Learning Support team. Include the user's email address, the email they didn't receive, and when it should have been sent.
The user's invitation is still pending
Resend the platform invitation and make sure the user activates their account.
Until they activate their account, a user whose invitation is still pending receives only the following emails:
- The platform invitation and its reminders
- The account creation email for self-registration
- Password reset emails
- The login link for login without a password
- The path enrollment email
- Scheduled export emails
They don’t receive other emails, such as path email steps. But you can enroll them in a path session, and they can appear in statistics.
The user's email address is wrong
Edit the user’s email address.
The user has a personal email address and never logged in
Ask the user to log in, then send them an email reminder with the information they missed.
Users with a personal email address (for example @gmail or @hotmail) only receive mandatory emails until they log in for the first time. See About email delivery for new users.
Email notifications are disabled in the user’s settings
Ask the user to enable email notifications, then send them an email reminder with the information they missed.
If a platform admin has locked the notification off, nobody receives it and the user can't enable it. A platform admin must unlock it or lock it as active.
A notification the user hasn't changed themselves follows the default set by a platform admin. See Set default notification settings for all users.
The user's email notifications are muted
Ask the user to unmute all email notifications.
The platform mutes all optional emails to a user, including the ones a platform admin has locked as active, when:
- The user clicked Unsubscribe from all in an email footer or marked an email as spam.
- An email to the user's address bounced permanently, which means their email provider rejected it.
A muted user sees a warning at the top of their notification settings, with the date and the reason. In user statistics by step, a path email step with the Bounced status also shows that their provider rejected an email.
If the warning mentions bounces, ask your IT team why their email provider rejects 360Learning emails before the user unmutes. Otherwise, the next bounce mutes them again.
Notifications are in spam
Ask the user to check their spam folder and to add no-reply@360learning.com to their contact list, or your custom sender address if you set one up. Later emails then reach their inbox.
Notifications are filtered by your company
Ask your IT team to authorize incoming emails from no-reply@360learning.com, or your custom email address, and to whitelist 360Learning.
This is the likely cause when several users with the same domain name in their email address don't receive notifications.
If you plan on releasing anti-discrimination training (for example, "Preventing sexism in the workplace", or "How to deal with discrimination based on race or gender"), ask your IT team whether their email filters block emails containing words such as "sexism" or "race", and to let 360Learning emails through if they do.