Troubleshooting Guide: Resending Learner Onboarding Emails

PROBLEM: You’ve added learners to the platform, but some (or all) haven't received their welcome onboarding emails.

Step 1: Technical Confirmation (Whitelisting)

Before troubleshooting individual accounts, ensure your IT team has completed whitelisting. If this isn't done, emails will be blocked before they even reach the learner's inbox.

Step 2: Bulk Resend Tool (For Multiple Learners)

If whitelisting is confirmed but a group of learners still missed their emails, use the History tool to resend them in bulk:

1. Log in to your Admin Dashboard.
2. Navigate to Settings > System Emails.
3. Click the History tab.
4. Click the 'Send Emails' button.
5. Choose Email Type:  Learner Welcome Email or Training Campaign Welcome Email.
6. Click 'Send Emails'.

Step 3: Individual Fixes (For 1-2 Learners)

If most people received their emails but a few did not, perform these specific checks:

1. Verify Email Addresses: Double-check for typos or spelling errors in the learner's profile on the platform under the Users Section.
2. Check Spam/Junk: Ask the learner to check their junk/spam folder. If it is not found there, the email whitelisting configuration will need to be double-checked by your IT wizards.
3. Manual Trigger: Provide the learner with https://app.goldphish.com and tell them to click 'Forgot your password?'. Entering their email address will trigger a fresh onboarding link

By following these steps, your learners should receive their onboarding emails and be able to get started without further issues.

If you run into any issues, reach out to our Support Team via email at support@goldphish.com.🚀🛠️