Having issues with a user not receiving email notifications? Here are a few items to help you troubleshoot.
Verify that the account is active and the email is correct
Start by checking the user’s account status and email address.
- If their account is not active: Resend the platform invitation and make sure the user activates the account.
- If their account is active: Verify that their email is correct.
Check that users have their notifications enabled
If the user is active and their email is correct, check that they have enabled their email notifications.
Tip: After the user enables email notifications, send them an email reminder to verify that this has fully resolved the issue.
Check the spam folder
Ask users to check their spam folders. If they find the email notification there, they can prevent this from happening again by adding no-reply@360learning.com to their contact list.
Note: If you added a custom email address for notifications, have users add that email to their contact list instead.
Check the firewall
If several users with the same domain name in their email address cannot receive notifications, contact your IT team and ask them to authorize incoming emails from no-reply@360learning.com (or your custom email address).
Some firewalls automatically block out emails featuring potentially offensive content. 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), make sure to contact your IT team to avoid emails being filtered.
Whitelist 360Learning
You may also need to contact your IT team to whitelist 360Learning.
Still stuck?
If you’ve checked all the steps above and the user still can’t receive the notification, send us a message from the platform widget.