Question
I’ve invited my learners to my course by sending an email invitation. I’m hearing from some learners that they did not receive the email invitation. What should they do?
Answer:
There are a few different factors that can cause this, so let's walk through some quick troubleshooting steps and workarounds to get this resolved.
1. Check Spam and Junk Folders
First, please have your learners check their Spam or Junk folders, as automated emails are sometimes filtered out by certain email clients. If they find the invitation there, simply have them mark the email as "Not Spam" to ensure future delivery.
2. Allowlist Our Domain and IP Address
If the emails are not in their Spam folders, your organization's internal network or IT firewall might be blocking them. To fix this, you may need to ask your IT team to add our information to your trusted senders allowlist:
Email Domain:
cloudmail.scorm.comIP Address:
198.37.151.39
3. Use the Default SCORM Cloud Sender Address
If your organization's mail system uses strict DMARC and DKIM checking, attempting to send invitations from your own custom domain can frequently cause them to bounce or be blocked. To bypass this, you can send the invitations directly from our authenticated domain instead.
When creating an invitation, simply change the Send From dropdown to use
invites@scorm.com
4. Provide a Direct Launch Link (Fallback Option)
If you need to get your learners into the course immediately while troubleshooting the email delivery, you can bypass the email system entirely. You can copy a direct launch link to send to the learner manually via your own email or messaging app. You will find this link right next to the Resend button on the specific invitation page.
If you are still having trouble with emails, give us a shout. We’ll be happy to help sort this out for you.