Having issues with a user not receiving email notifications? Here are a few items that you can check to help you troubleshoot that.
Verify the account is active and the email is correct
The first thing we recommend checking is the user's account status and email address:
- If their account is not active, resend the platform invitation.
- If their account is active, verify that their email is correct.
Check users have their notifications enabled
If the user is active and their email is correct, check that they enabled their email notifications.
If one of our emails was already bounced by the recipient email address, we automatically disable their notifications.
Tip: After the user enables email notifications, send them an email reminder to verify this fully resolved the issue.
Check the spam folder
Ask users to check their spam folders. If the email notification did end up in the spam folder, users can avoid this in the future by adding firstname.lastname@example.org to their contact list.
Note: If you added a custom email address for notificaitons, 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 email@example.com (or your custom email address).
Some firewalls automatically block out emails featuring potentially offensive content. If you plan on releasing anti-discrimination programs (e.g "Preventing sexism in the workplace"; "How to deal with discrimination based on race or gender), make sure to contact your IT team to avoid emails being filtered.
You may also need to contact your IT team to whitelist 360Learning.
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.