Why is an email not being sent?

I didn’t receive an email from the academy or the LMS, what can I do?

In case you are expecting an e-mail from either the academy or the LMS but are not receiving said email, there can be a few reasons why.

1. E-mail communication has been disabled because you are still in the implementation phase.
   
   At a certain point in the implementation phase of this system, the sending of emails can be disabled to test certain features. If you are still implementing the system and/or are running checks or tests, please reach out to your implementation consultant to verify if the emails are indeed disabled.
   
   

2. Check if the email is still in ‘draft’
   
   If you are a LMS manager, there is a possibility the email you are expecting is still in your drafts. Check the ‘Draft Emails’ folder in the LMS Emails tab:
   
   
   
   

3. The e-mail template in the LMS is not active
   
   There are several email templates available in the system that are linked to specific actions in the academy. An email template can have 3 different statuses:
   
   Active
   Inactive
   Mandatory
   
   
   
   

Make sure the email template you are expecting has the status ‘active’ or ‘Mandatory’. If the email template is ‘inactive’ the email will not be sent.

4. Check your spam box
   Sometimes the e-mails sent from the academy or LMS can be stored in your spam box. Please check the spam folder to see if the expected e-mail can be found there.
   
   

5. Mailbox has reached it limits 
   Check if your e-mail still has memory space left to receive incoming e-mails. If the inbox is full, please delete some e-mails to receive new ones.
   
   

6. E-mail is blocked by firewall 
   Check with your IT department if the e-mails from Studytube are blocked by the firewall or other security measures. If the e-mails are blocked, a whitelisting of the Studytube e-mail domain needs to be set up to receive the emails.

If these actions do not solve the problem, please report the issue to [email protected] and include the following information: 

• User e-mailadress / Academy name / Academy Subdomain

• Description (Summary of the issue)

• Actual result (what's happening now)

• Expected result (what should be happening)