In this article, we explain why an email may not have been sent or received via the LMS or the academy, and what you can do to resolve the issue.
Possible causes and solutions
Email communication is temporarily disabled
During the implementation phase of the academy, email sending may be temporarily disabled to test certain functionalities.
→ Contact your implementation consultant to check whether this is the case.
The email is still in draft
Are you an LMS manager? It is possible that the email you are expecting is still in Drafts.
→ Go to Workflows > Emails and filter on draft emails.
The email template is not active
Each type of email in the LMS uses an email template. These can have the following statuses:
Active
Inactive
Mandatory
Only emails with the status Active or Mandatory are actually sent.
→ Check whether the correct template is active.
The email ends up in the spam folder
Sometimes emails from the LMS or the academy are incorrectly marked as spam.
→ Check your spam or junk mail folder.
Mailbox is full
If your mailbox has reached its storage limit, new emails can no longer be received.
→ Delete old emails to free up space.
Email is blocked by the firewall
Your IT department may be blocking emails from Studytube.
→ Ask them to check whether emails from Studytube are being blocked. The email domain must be added to the list of allowed senders.
Email address is suppressed
Employees can unsubscribe from Studytube emails. If someone has unsubscribed but wants to receive emails again:
→ Send the employee’s name and email address to service@studytube.nl, and we will unblock the address.
Still not resolved?
Please contact service@studytube.nl and include the following information:
Email address and name of the academy
Academy subdomain
Short description of the issue
What is currently happening (actual result)
What should happen (expected result)