If learning-journey emails don't arrive, land in spam, or look untrustworthy, a few checks usually explain why — and most come down to the recipient's address and how much their email system trusts the sender.
Start with the recipient's address
Confirm the participant's or manager's email address is correct. A wrong or mistyped address is the most common reason a message never arrives. Fix it before sending another invitation or access link — see Fixing a participant's email address and Sending a participant a new access link.
Check spam, quarantine, and filtering
Ask the recipient to check their spam and quarantine folders. Many organizations filter mail from a sender they don't recognize yet — especially before that sender is trusted.
Two things make Knowly's mail more trusted, so more of it reaches the inbox:
Allowlist the sender. Ask your IT to allow mail from [email protected], the address Knowly sends from by default. If your organization sends from its own domain, allowlist that address too.
Use a recognizable sender name so participants — and their filters — see a name they expect. See Changing the notification sender for a learning journey, and to send from your own domain, Sending learning-journey email from your own domain.
When emails arrive but look broken
Sometimes an email arrives but looks off — your logo shows as an empty box or a small cross instead of the image. That's usually the recipient's email app blocking remote images until they trust the sender, not a problem with the image itself. It often clears once the reader marks the sender as safe or adds it to their contacts, and the sender-trust steps above make it happen less often.
When to contact Knowly
Contact Knowly support if many recipients are affected, if messages bounce repeatedly, or if your IT team needs technical sender details to allow Knowly's mail. Include examples of affected addresses and roughly when the messages were sent, so we can trace them.