Follow this troubleshooting guide if you, your employee, or a customer did not receive an expected email.
If an expected email was not received, follow these steps in this order to resolve the problem:
1. Verify that the email was sent out successfully. Affiliates have access to the status of emails via the Sent Emails report where all emails that have been sent to affiliates or on behalf of affiliates will appear. This report can be found under Manage Customers > Customer Reports > Sent Emails.
2. Check for typos in the email address.
3. Check junk/bulk/spam folders to see if the email was received, but was mistakenly flagged as spam.
4. Whitelist compliancepublishing.com with your email security software. Your IT department may need to handle this, if applicable. Afterward, try to resend the email again.
5. Attempt to resend the email.
6. Emails that get sent out and end up bounced back could end up on our suppression list, if the bounce reason appears to be permanent. If an email is on the suppression list, we will not attempt to send emails to that email address again.
An affiliate can check to see if the email address, for any number of reasons, is present on our suppression list. If so, the email address can be removed from the lists and you can then attempt to resend your email again. Affiliates can check on the status of an email address in the affiliate back end under Affiliate -> Options & Tools -> Email Suppression Removal.
Training administrators can see if their employees who take training have their email address on our suppression list, and remove their employees from the list. This can be accomplished on the Training Administration page by pulling up the employee not receiving emails. If the employee is on the suppression list, there will be a message detailing why they are on the suppression list, and a button to remove the email address from the suppression list.
If an email address continues to get put on the suppression list, even after being removed from the suppression list, the most likely cause is the email server setup on the receivers side not allowing the email to get through. In which case, following step #4 will likely prevent this from happening in the future.
Affiliates have the ability to receive a daily list of emails belonging to their customers that appear on the suppression list. Affiliates can control whether they receive this email, and which email addresses receive the email, in their affiliate back end under Affiliate -> Options & Tools -> Reminder Email Options.