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Why aren't learners receiving Tribal Habits notification emails?
Why aren't learners receiving Tribal Habits notification emails?

One (or more!) of your learners isn't receiving their notification emails. Find steps to help you troubleshoot here.

Lou Monsour avatar
Written by Lou Monsour
Updated over a month ago

A learner (or several learners) have informed you they're not receiving notification emails from Tribal Habits.

Below are the steps you can take to find out why and resolve the issue:

  1. Ensure notifications are enabled for the topic, article or pathway.
    Ensure that notifications are enabled for the specific topic, article, or pathway. This is the most common reason for missing enrolment emails.

    1. Enrolment notifications - If learners are enrolled in a topic or pathway but aren’t receiving enrolment notifications, make sure the Enrolment Notification is enabled for that topic or pathway. Important: Enabling the Enrolment Notification now will only apply to future enrolments. It will not send notifications to learners already enrolled.

    2. Reminder notifications - If learners are not receiving reminder notifications, verify the following:

      • At least one reminder notification is enabled in the topic or pathway.

      • A due date is assigned to the learner’s specific enrolment (not just the topic or pathway).
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  2. Verify the email address of the learner is correct on their profile.
    Double-check that the learner's email address is correct in their profile. Common issues include misspelled email addresses or incorrect domains. If the email address is wrong, update the learner's profile to correct it for future notifications.
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  3. Confirm notifications are enabled for the learner.
    Notifications can be disabled for individual users. Check the learner’s profile to ensure notifications are enabled. This setting can be adjusted in the Notifications panel of the user’s profile page. If notifications have been disabled, enable them now.
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  4. Ensure the learner is activated. Deactivated users do not receive email notifications. If they are deactivated, reactivate them now to ensure they receive emails moving forward.

If you've completed all the steps above but are still unable to identify the issue, the next step is to check the Notifications report in the Analytics section of your portal. This report lists all email notifications sent by your Tribal Habits portal.

  1. If the notification appears in the report: It was successfully sent to the learner. Ask them to check their inbox, spam, and junk folders. In most cases, the email is there but may have been overlooked.

  2. If the notification does not appear in the report: It may not have been sent due to one of the settings mentioned earlier. Once those settings are corrected, future notifications will be sent as expected.

If you're unable to reach a conclusion after verifying all of the above, contact Tribal Habits support and we can investigate further.

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