Q: I sent an assessment to a participant, but they say they haven’t received it. What should I do?

A: In most cases, the assessment email has been delivered but may be filtered by the recipient's email provider. Here's how to troubleshoot:

1. Ask the participant to check their Spam or Junk folder.
   Sometimes automated emails are flagged incorrectly.

2. Have them search their inbox for messages from
   [email protected]
   This can help locate the message if it was misfiled or overlooked.

If they still can't locate the email, follow these steps:

• Go to the Administration menu and click on Email Queue.

• Search for their name or email address to confirm that the message was sent.

• If the status says “Sent”, the message left our system successfully.

• If not, click View, then Resend to trigger a new email.

• Navigate to the Participants menu.

• Locate the participant and click on + sign by their first name.

• Click the Resend Link icon next to their assessment link.

Note: All emails are sent from [email protected] using ActiveCampaign’s enterprise-grade PostmarkApp service to ensure delivery reliability.
While delivery issues are rare, some recipient servers may still experience difficulty receiving automated emails despite our system functioning correctly. Please contact [email protected] if the issue persists.