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If you’re experiencing problems when managing Emails, eCampaigns or Consolidation then you’re in the right place! This guide walks you through the most common email-related issues and questions and how to resolve them!
Unable to Send Emails - Please try again error
If you find that you are receiving an error when trying to send an Email, please check the following:
The E-mail Subject Character limit is 267, if it exceeds, an error “Unable to send emails, please try again” will show. If this is less than 267 characters, reach out to the Customer Support Team for further support
Why is my email not resending? Failed to resend email error
If you are having trouble resending an Email, please check the following:
Is the ‘from’ email address valid?
When Resending Emails, the platform will use the original ‘from’ address for the email record instead of the default Speak with the Customer Support Team to check whether or not the ‘From’ address is a valid email address. As this is a setting within the background of your Platform, the Support Team will need to check this for you.
Re-execute the Workflow instance
If the Email was originally sent via a Workflow, navigate to the Workflow and re-execute the Workflow Instance to send it again You can check which Workflow the Email came from by adding in the ‘Workflow ID’ column into the ‘Communications’ DataGrid Once you have located the Workflow, go to the Workflow actions, find the instance, right-click, select ‘Actions’, right-click the instance and select ‘execute’
When you re-send emails from the Communications or Email Logs DataGrid, the attachments will only be included if the email is resent within 28 days. This is because attachments on communications are stored on your host server for 28 days.
After 28 days, these are purged to help with performance of your platform.
Forwarding an email that had an attachment originally after 28 days will not include any attachments, this includes sign in sheets, registers and any other documents.
Please Note
We have a 20480 KB limit on attachments, so you can also check the size of the email attachments as this could be causing the emails not to send.
A User is not receiving emails when sent from the Platform?
If a User is not receiving emails correctly from the Platform, please check the following:
Check the User’s email address on the Platform is correct
The first step is to double-check the the User's email address on the system is correct with your own record, making sure there are no spaces included and that it is in the correct email address format You can do this by going to the Users DataGrid, searching for the User in question and navigating to their 'Email Address'
Check the Email to see if it has been sent successfully or not
If the email is in this DataGrid then the next step is to check the Email Logs to check whether the email has been sent successfully, and the Email Logs can be found in the Administration area of the system. If you can see the email in the Email Logs then the email has been sent from our system. The issue may be with the User's email address or domain. You can retest whether this is User-specific by selecting the ‘resend email’ option within the context menu when right-clicking the email. You can send this to your own personal email address and ensure that you receive it correctly.
Ask the User to check their Junk and Spam folders
The User should check the email policy for their email account and whether the email has been quarantined by their own policy.
Check your SPF / DKIM / SMTP records
Check to see whether your SPF / DKIM / SMTP records have been setup correctly. If you have recently made any changes to these records, it may affect your emails from sending from the Platform, For more information, please visit SPF / DKIM / SMTP: Prevent your system emails being caught by spam filters
If you have checked all of the above and the User is still not receiving the email, please reach out to the Customer Support Team for further support
If you have Trainers/Teachers/Admins who cannot see their own confirmations, and can only see a permission denied message that prevents them from accepting or declining the offer, please check the following:
Check the User has the correct role
Check to ensure that the User has the correct role assigned to them For Admin roles - You can do this by selecting ‘Users’ from the Main Navigation menu, searching for the User, right-click the User and select ‘Roles’ from the context menu Check to see if they have the Super Admin or Training Admin role If they do not have this role, please follow: From Trainers - Select ‘Resources’ and then ‘Manage’ from the Main Navigation Menu, search for the Trainer, right-click and select ‘Edit’ scroll down to the ‘Trainer Portal Access’ section and ensure this is enabled Check again to see if the User can now see if they can view the Trainer Confirmations within their Portal
Check to see if they have the ‘Email Logs’ role
Select ‘Users’ from the Main Navigation menu, search for the User, right-click the User and select ‘Roles’ from the context menu Check to see if the ‘Email Logs(AP-EML-LOG)’ role is showing for the User If not, please speak to the Customer Support Team who will be able to add this for you
Why is the email formatting not displaying correctly?
If you are having trouble with the formatting of your emails not displaying properly, please check the following:
Have you copied and pasted the contents from a Word Document to the Email Template within the Platform?
If you have copied and pasted the contents from a Word document to the Email Template this can sometimes add hidden formatting which can cause issues with the rich text editor format. We recommend manually retyping the contents of the Email Template into the ‘Notepad’ on your computer and then copying it from there into the Email Template Once you have done this, you can then alter the text, font and style within the rich text editor without any issues. Please Note Copying the contents from the Email template to the notepad and back again may not remove any of the hidden formatting. We always recommend starting from scratch.
Check your HTML code within the Email Template
Email Templates can have hidden characters and poor formatting added in as they get updated over time, this can be difficult to correct as the issues tend to sit in the HTML. If you're not familiar with HTML, there are several tools out there that can clean up HTML and I know some customers have had a lot of luck using AI tools with this! To access the code for your Email Template, click the little ‘</>’ icon within the Rich Text Editor
If you are having trouble with eCampaigns sending to Delegates, please check the following:
Check that the Delegate hasn't ‘unsubscribed’ from marketing emails
If the Delegate has ‘unsubscribed’ from marketing emails, the eCampaign will not send to them. To check this, navigate to the User DataGrid from the Main Navigation Menu, search for the User, right click and select ‘Edit’, select ‘Contact’ from the User menu on the left-hand side, scroll down to ‘Contact Preferences’ and check to see if the tick box for marketing opt-in is enabled or not
Check your SPF / DKIM / SMTP records
Check to see whether your SPF / DKIM / SMTP records have been setup correctly. If you have recently made any changes to these records, it may affect your emails from sending from the Platform, For more information, please visit SPF / DKIM / SMTP: Prevent your system emails being caught by spam filters
Check the number of emails being sent within the eCampagin
The number of eCampaign emails that can be sent at any one time is dependent on the time of day the email was sent (inside working hours or outside of working hours)
Being on a dedicated server will improve the amount of emails. A safe number for a rule of thumb is 10 thousand at a time. This is not a guarantee that 10 thousand will work every time, due to the limitations listed above. Google are clamping down on companies that bulk make to 5,000 Gmail recipients a day:
If you are having trouble with eCampaigns sending, please check the following:
Check your SPF / DKIM / SMTP records
Check to see whether your SPF / DKIM / SMTP records have been setup correctly. If you have recently made any changes to these records, it may affect your emails from sending from the Platform, For more information, please visit SPF / DKIM / SMTP: Prevent your system emails being caught by spam filters
Check the number of emails being sent within the eCampagin
The number of eCampaign emails that can be sent at any one time is dependent on the time of day the email was sent (inside working hours or outside of working hours)
Being on a dedicated server will improve the amount of emails. A safe number for a rule of thumb is 10 thousand at a time. This is not a guarantee that 10 thousand will work every time, due to the limitations listed above. Google are clamping down on companies that bulk make to 5,000 Gmail recipients a day:
Check that the eCampaign was scheduled correctly
Check to see if the eCampaign has been scheduled. To do this, from the Main Navigation Menu on the left hand side, select ‘eCampaigns’, add the ‘send date’ column to your DataGrid and check to see if there is a date listed within this column If the date is empty, then this eCampaign wasn't scheduled. To send the eCampaign again, please follow: Send an eCampaign
Venue link not showing correct location within an email
If you are having trouble with Venue links not showing in emails correctly, please check the following:
Check the Venue Address
First of all, check to see if the address for the venue is correct From the Main Navigation Menu, select ‘Resources' and then ‘Manage’. Search for the Venue, right click and select ‘Edit’ from the Context Menu Scroll down until you see the Venue address and check that this is correct If they are empty or incorrect, update them and check again. If the address is correct, reach out to the Customer Support Team to investigate this further as it may be that the map isn't pinpointing the address correctly and our Team will be able to resolve this for you.
Emails are switched off by default on test and sandbox, this is to prevent Users from receiving any form of Test communication.
Please Note
The Customer Support Team can enable emails to be sent from your Sandbox Platform however, we must express that by doing this, your Users/Delegates may receive communications from both Live & Sandbox which may cause your customers confusion.
Send a Password Reset link for Sandbox
If you are trying to send password reset emails for Sandbox to Admins so they can access the Sandbox Platform, please follow: From the Main Navigation Menu on the left hand side, select ‘Users’ 2. Generate a Password Reset Link From the Main Navigation Menu, select the ‘Communications’ DataGrid Find the reset email in question, this should be at the top of the DataGrid Right click and ‘view’ the contents. Copy the password reset link/email that has been generated Send it directly via your work email to the Admin (Be mindful of the password reset email duration - this is determined in the Password Policy, the link will have a time limit)
Why has an email sent from a different email address to the platform's default?
If your emails are being sent from a different email address that you are unsure of, please speak to the Customer Support Team who will be able to provide further support with this
Receiving ‘No property info found for type Char' No property info found for type Char Line Number: 0’ error - Consolidated email
If you are having trouble with your consolidated email, please check the following:
Check the consolidated Email Template
If you are receiving the following error within the Workflow error column: ‘Property accessor 'ConsolidatedBody' on object 'AccessPlanIT.Accessplan.Framework.Models.PreviewEmailModel' threw the following exception:'No property info found for type Char' No property info found for type Char Line Number: 0’ It means the formatting of the Email Template is not correct Check to make sure there is no spaces between the ‘[' or '@’ symbols