Why is the email not being sent?

This article provides troubleshooting steps for issues related to emails not being received, particularly in the context of Arbor communications. It outlines checks for sender and receiver email addresses, message status, spam filters, inbox capacity, and domain whitelisting, along with guidance on viewing and resending unsent emails.

This article will show you what to do if someone hasn't received an email they were expecting to get, or an email has failed.

How are emails sent in Arbor?

• Some emails are sent through a mail Merge from a specific person, or on behalf of the school.
• Some emails in Arbor are triggered when a user takes certain actions, such as when a staff member is assigned to cover a lesson.

What do I need to check?

If this email isn't being sent, such as if cover teachers aren't receiving the email to tell them about cover, you'll need to check a few things:

1. That both the sender (your school if it's an automatic email or if sent on behalf of your school) and the receiver have an email address - you can see how to check and update this here: Checking your settings to use communications in Arbor
2. That your academic year is fully set up and complete: Adding the next Academic Year to your Arbor site
3. That your communication settings are up to date: Checking your settings before sending communications
4. That the message was actually sent:  Sending not started
5. That the email is not in the spam or junk folder
6. That the recipient's inbox is not currently full
7. How many people in Arbor this is impacting

Sometimes it can occur where a specific parent/staff member has been blocked/white listed due to their security settings on their device. If you find that only one user is not receiving emails, please get in touch with Arbor support with the name/contact details of the person impacted: Contact Us

Why is the whole school not receiving emails?

If you have recently migrated to Arbor or if your system has not yet been updated with our relevant files, it can result in communications failing.

If you notice that no communications are being sent in the whole school (or a large majority are failing), please proceed to review and perform the actions located in the following guide: Emails not sent or go to junk - Setting up DMARC and SPF Record

How can I resend an email?

You can see how to view unsent emails and resend them using the guides below:

• Viewing sent, received and failed communications and sending follow-ups
• Resend communications