If learning-journey emails do not arrive, start by checking the recipient address, sender setup, and the recipient organization's email filtering.
Start with the recipient
Confirm that the participant or manager email address is correct. If the address is wrong, fix it before sending another invitation or access link.
Check spam and filtering
Ask the recipient to check spam or quarantine folders. Some organizations filter unfamiliar senders, especially before a sender domain is fully trusted.
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. Include examples of affected addresses and message times.