Why are my users not getting emails from Trakstar Learn?

Users whose email addresses are associated with their Trakstar Learn account will get several different emails from the system: Course Invitation, Reminder, Completion, and Forgot Password. When a new administrator is added to the system, they will also receive an email letting them know they've been given administrator permissions. 

Sometimes users notice they are not receiving these emails, and they can't find them in their spam or junk folders. 

Email services like Gmail, Outlook.com, and Yahoo! Mail block email to protect you from unwanted or malicious emails such as phishing, scams, and spam. In this case, they are mistaking the email you want (Learn emails) for emails you don’t want. 

To ensure delivery of Learn emails, we recommend asking your email service provider (Gmail, Outlook, Yahoo, etc.) to unblock or allow our email domain. This article explains the steps to allow an email address for the major email service providers. The Learn emails you will want to allow are trainer@learn.trakstar.com and donotreply@learn.trakstar.com. You can also allow our entire domain (learn.trakstar.com) and learn@trakstar.com. 

If you do not allow these two emails or our domain, then there is a chance you will not receive our emails. When your email service provider blocks our emails, our provider places the email on a suppression or bounce list, and all future emails will not be sent because they have already been blocked at least twice. If this occurs, you will need to reach out to us at learn@trakstar.com with the email address that is not receiving the emails so we can remove them from the suppression list and future emails can be attempted to send again. 

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