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My Learners aren't receiving email notifications

Your learners report they aren't getting course assignment notifications or follow-up reminders from EasyLlama.

Typically, this is due to disabled automated reminders, emails going to spam, or there's an issue with the learner's email address in the system.

Immediate Actions

  1. Verify Automated Reminders are ON in Settings
  2. Ask learners to check spam/junk folders and search for reminders@easyllama.com
  3. Check the learner's profile to ensure their email address is correct, and they’ve been sent notifications

Detailed Troubleshooting Steps

Verify Automated Reminder Settings

Use this option if multiple learners are not receiving automated email reminders, such as the first notification when a course is assigned automatically, or subsequent reminders.

  1. Go to Settings in left sidebar
  2. Click Training Settings
  3. Scroll to Automated Reminders section
  4. Ensure toggle is switched ON
  5. Verify reminder frequency settings are configured as desired

Check Individual Learner Profile for Issues

  1. From Learners tab, click the learner's name
  2. Verify the Learner has an email address, and if so, that it is correct and typo-free
    • If incorrect: Click Edit, update email, click Save, then click Notify to resend
  3. Check if course is assigned (no course = no notifications)
    • If unassigned: Click Assign Courses and add the needed training
  4. Check Notification History:
    • Click See Activity History under Notification Reminders heading
    • Look for sent dates
    • No dates = no notifications sent
    • Click Notify at top of profile to send immediately

Here is an example of a learner with no email address, no assigned trainings, who has not received any notifications:

Add Last Notification Sent Column

Try this if: You need to check many learners at once

  1. Go to Learners tab
  2. Click Columns at top-right
  3. Scroll and click Last Notification Sent
  4. Click Apply
  5. Scan column for blank dates (these learners never received notifications)
  6. Select affected learners and use More > Notify to try to re-send reminders

Note: This column shows the most recent notification date for quick bulk checking.

What Causes This Error

  • Automated reminders disabled: Settings toggle turned OFF
  • Email in spam folder: The learner's email provider is filtering messages
  • Incorrect email address: There is a typo in learner's email field
  • No course assigned: Learner will not receive automatic notifications unless they are assigned training.
  • Email not activated when notification was sent: This is rare, but sometimes this happens when the employee’s email account was not yet created or ready when the notification was sent
  • Hard bounce: Invalid email address permanently rejected
  • Marked as spam: Learner clicked "spam" button, blocking future emails. We are not able to resolve this issue from our side.

How to Prevent It

  • Whitelist EasyLlama domain: Add easyllama.com and reminders@easyllama.com to safe senders list
  • Verify emails at entry: Double-check email addresses when adding learners
  • Use the Last Notification Sent column monthly to audit delivery
  • Educate learners to check spam and add reminders@easyllama.com to contacts
  • Test with new hires before tryin on automated reminders

When to Get Help

Contact support@easyllama.com if:

  • You've tried all fixes and learners still don't receive emails
  • You suspect a hard bounce occurred before email activation
  • Multiple learners from the same company domain aren't receiving emails
  • You need to investigate a specific learner's delivery status

What to tell support:

  • Learner email addresses (with examples)
  • Screenshot of notification history (showing no dates)
  • Whether emails were checked in spam
  • Steps you've already tried

Similar Errors

  • "Some learners get emails, some don't" - Usually domain-specific filtering or email typos
  • "Reminders stopped working" - Settings may have been changed accidentally
  • "Learners get first email but no reminders" - Could be related to frequency settings or course completion issues

Llama Fact: Llamas communicate with a variety of sounds, including a calming hum to keep the herd connected—just like email reminders keep your learners connected to their training!