Troubleshooting Email Delivery
Diagnose missing training emails using notification toggles, schedules, and spam checks
Who this applies to
Admins diagnosing missing training emails for learners (or themselves). Learners can check spam and profile opt-outs where available.
Required permissions
Admin for System Settings → Notifications and to confirm user Active status on Manage Users.
Note
Open Admin → System Settings → Notifications (tab label is Notifications). Full catalogue: Email Notifications & Power Automate.
What happens automatically
Session reminders send at 24 hours and 1 hour before start when Session Reminders is enabled — there is no admin UI to change those intervals. Bookings under 5 minutes old are skipped.
Symptom → cause → check
| Symptom | Likely cause | Check | Permission | Tell support |
|---|---|---|---|---|
| No welcome email | Welcome Emails off, or filtered to spam | Email Notification Preferences → Welcome Emails (Send welcome emails to new users). Check spam/junk. | LMS admin | User email + whether toggle is on + approximate create time |
| No assignment email | Course Assignment Notifications off | Notifications → Course Assignment Notifications enabled; confirm user was newly assigned | LMS admin | Course title + assignment time |
| No completion email | Course Completion Notifications off or learner opted out | Notifications → Course Completion Notifications; learner profile opt-out if available | LMS admin / learner | Whether completion shows in reports |
| No session reminder | Session Reminders off, or outside 24h/1h windows | Notifications → Session Reminders; confirm session start time vs when email was expected | LMS admin | Session title + start time (timezone) + booking status |
| Teams / Power Automate not firing | Webhook / token / master toggle misconfigured | Notifications Power Automate fields + Authorization Token; Teams Integration tab if using Teams | LMS admin | Whether email still works when Automate is disabled |
Most common reasons
Toggle off under Email Notification Preferences, spam/junk, Inactive user, or expecting a session reminder outside the fixed 24h / 1h windows.
Quick admin checklist
- Confirm the matching checkbox under Email Notification Preferences.
- Confirm the user email is correct and the account is Active.
- Ask the learner to check spam/junk and any company mail rules.
- For session reminders, wait until the 24h / 1h windows relative to session start.