Despite our efforts to avoid our emails being marked as SPAM and ensure that all emails are received, there are occasions when emails are not delivered, and this could be due to several reasons. Here is a list of common scenarios and what to do in case you face any of them:
- Most of your users are receiving emails, except for one/some users
- Verify if a user's email address is correct:You can go into People > Users and look for their email addresses, if the emails are bouncing, the system will display a warning on their status indicating "Email not working".
- Ensure users have NOT opted-out from receiving emails: You can go into People > Users and look for their email addresses, if they have opted out from receiving emails, the system will display a warning on their status indicating "Opted out from emails".
- Make sure users are not deactivated: You can go into People -> Users and look for their email addresses, if they are deactivated, the system will display "Deactivated" on their status. If this is the case, simply click on their name and hit the "Play" button on the left down bottom side of their registry form.
- Check if users are part of the group structure: Sometimes users are created but not associated to any groups, this means that even though they exist in &frankly, they would not be part of pulses sent to the company, hence, would not receive emails. Check the group where the users are supposed to belong, if they are not members of the group, then you can add them and they should start receiving the questions emails moving forward, including emails regarding ongoing pulses.
- Verify if a user's email address is correct:You can go into People > Users and look for their email addresses, if the emails are bouncing, the system will display a warning on their status indicating "Email not working".
- None of the users are receiving emails:
- Verify the email settings for the company in &frankly:Go into Account > Company Settings (only possible for Administrators) and make sure that Notifications are toggled on under "Question status"
- Whitelist &frankly on your email security solution:This will require help from your internal IT department. In order for us to be able to deliver emails we need to have "permission" from your email server, since we are an external domain. You can share this section with your IT department to help you permit &frankly’s emails being sent: Whitelisting.
- Verify the email settings for the company in &frankly:Go into Account > Company Settings (only possible for Administrators) and make sure that Notifications are toggled on under "Question status"