Learners Not Receiving Emails

A registrant says they never got their confirmation, reminder, or receipt — or got one that wasn't what they expected. Work from the single-learner case outward.

"Part" is the learner's word for a module

Learners see each of your course's modules as a part, in their emails and on their course page. The symptoms below use their wording.

Start here: one learner, one missing email

1. Have them check spam and junk. Automated mail lands there regularly, especially the first message from a new sender.
2. Check their email history. The mail button on their row in the Registrants list shows every message, whether it was delivered, opened or bounced. A hard bounce usually means a mistyped address: correct it with the person icon (Edit Participant's Profile), then resend.
3. Resend from the Registrants list. The paper-plane button on the learner's row re-sends the confirmation from noreply@lecturepanda.com. If automated mail isn't getting through, the @ button opens your own mail program with their access link already written, so it goes from your address — that often gets through when the automated message didn't.
4. Point them at their account. If they create an account at lecturepanda.com with the same email they registered with, their courses appear there and they don't need the email at all.

"The webinar link wasn't in my confirmation"

That is by design. No confirmation email contains a join link, on any course. When a session is joined online, the confirmation says the join link arrives in an email before the session starts.

The join link reaches the learner two ways:

• The Starting Soon email, about an hour before the session.
• Their course page, at any time. The button in any LecturePanda email opens it. On a course with several parts they press Start This Part on the session, and Join The Webinar appears on that part.

Resending the confirmation won't help — it still has no join link. Send them to their course page instead.

"My starting-soon email had no Join button"

The email shows Join The Webinar only when there is a link for that learner. Work through these:

1. They haven't started that part. A webinar connected through Zoom or GoToMeeting gives each learner a personal link, created when they start the part. Their email said "Your join link for this session is on your course page." They open the course page, press Start This Part, and the join button is there. This is the usual cause on a course with several modules.
2. The module has no webinar. Open the module's settings page (course builder) or the Details tab (classic pages). If there is no Webinar Link and no linked webinar, there is nothing to join — correct for an in-person session.
3. The webinar service isn't connected, or registering the learner with it failed. See Webinar Integrations, and the Sync status button on the learner's row.

A Webinar Link typed into the module by hand is the same for everyone and always appears, started or not.

"I got two emails about the same course"

Expected. Each live part sends a Tomorrow notice about a day before and a Starting Soon email about an hour before. A course with three live sessions sends three pairs. If you move a session's start time, both go out again for the new time.

Separately, unfinished learners get one REMINDER email a week, and a Now open email when a part with an opening date unlocks. Emails LecturePanda Sends has the full schedule. To see exactly what one person was sent, open their email history — each message about a single module is labelled with that module's name.

"The reminders stopped" or "I never get reminders"

In the learner's email history, a Link Unsubscribe or List Unsubscribe event means they turned reminders off for that course themselves — with the Disable Reminder button in the email, or their mail app's own unsubscribe link. That's a choice, not a delivery fault. Also check that reminders aren't switched off for the whole course — see Turning reminders off for one course.

A learner replied to a LecturePanda email

Mail comes from noreply@lecturepanda.com, but when your organization has a Public Contact Email (Organization Settings › Participant Experience), replies to confirmations, day-before and starting-soon emails come to that address. If replies are going nowhere, set one.

The email arrived but the links don't work

Some corporate, healthcare, and government mail systems strip or disable links in automated messages. The learner can copy the address out of the email and paste it into their browser, or you can resend from your own address with the @ button. See Registration & Access.

Several learners at the same email provider

If missing-email reports cluster on one provider — everybody at @icloud.com, say, while Gmail users are fine — that pattern points to an email authentication issue on the sending side rather than anything about those individual learners.

That's ours to fix, not yours. Contact support and include:

• The provider domain the reports share
• A couple of affected learner email addresses
• Roughly when they registered

Once it's resolved, learners who registered during the affected window may need their confirmation resent — the paper-plane button on each learner's row in the Registrants list handles that.

Receipts specifically

If the email arrives but the receipt is missing or won't open, that's usually a missing organization logo rather than a delivery problem — see Registration Payments & Receipts.