Why is the email not being sent?

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.

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

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 has an email address - you can see how to check and update this here: Checking your settings to use communications in Arbor
  2. that the message was actually sent. For example, for Trip communications: Sending not started
  3. that the email is not in the spam or junk folder
  4. that their inbox is not currently full
  5. the email domain for Arbor has been whitelisted on your emails. If you’re not sure how to do this, see this guide

You can then see how to view unsent emails and resend them here: Seeing a log of sent emails and Resending communications

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