Emails
User not receiving emails?
One of our users is not receiving system emails
A user not receiving a system email is generally caused by one of the following:
- The user's email address is incorrect in the system
- The user's email address has been blocked due to previously failed delivery of an email
If the user's email address is correct, the next step is to view the Email logs for any delivery issues.
As Superadmin, select Reporting, then Email Logs
The dashboard provides an overview of email activity, as well as a list of each email sent, to whom and a label to explain the purpose. If an email bounced, it will be listed on this page.
To search for a user, use CTRL-F or Command-F and type the user's name. You can also adjust the date range on the top right corner if required.
Note: These logs only show emails sent through regular activity within Performance Leader. It does not include emails sent via bulk email processes (for example, bulk launching a review or sending email campaigns). To investigate issues with bulk email processes, please contact PL Support.
Next steps
- If an email has hard bounced (this could be because the inbox was full or there was an issue with the server), all future emails will be blocked. Please contact PL Support to have this block lifted.
- If required, you can manually trigger a review initiation or review step email from the review module.