Troubleshooting Email Lesson Reminders

Are your clients and teachers not receiving Email Lesson Reminders? Make sure that:
  • The email address was captured correctly on the user profile. 
  • Lesson reminders are enabled on the user profile. To enable lesson reminders for students, families, or employees, go to their user profiles, scroll down to the notifications section and check the “Lesson Reminders” box.
If the above seems fine, you can check the Notification Logs to find out what went wrong. The Notification Logs Table (Email -> Schedule Confirmation -> Notification Log) allows you to view system notifications that have been sent to your customers and employees. The status column is of utmost importance when you are troubleshooting email notifications as it indicates the delivery statuses of notifications.

What the statuses mean:
  1. Delivered - The recipient’s email server returned a successful delivery response.
  2. Sent - The message has not been sent to the recipient’s email address, but a response has not been returned yet.
  3. Dropped - The email was not delivered. This could be due to several reasons including: 
  • An invalid email was captured
  • A permanent error was returned by the server
  • The recipient has previously marked a notification as spam
Note: You can hover over the status for more information.

Other things to consider:

1. The cut-off time

Lesson reminders are queued and sent at the beginning of each hour so any lessons that have a starting time in the same hour are sent together at the beginning of the hour.

If your lead time for reminders is set to 24 hours for example, then lessons scheduled for 2:15pm, 2:30pm, and 2:45pm will all be queued and sent the day before at 2pm.

2. SPF records

If you’re using your own email address to send notifications through Teachworks you can maximize deliverability by adding an SPF (Sender Policy Framework) text record to your domain.

Adding SPF text records to your domain will prevent sender address spoofing by verifying sender IP addresses. In other words, when you add an SPF record to your domain, you are authorizing an email service provider (like Teachworks), to send emails from your domain. Without an SPF record in place, email services like Gmail and Yahoo are more likely to flag your emails as spam.

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