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What to do if your members aren't receiving the email with their login credentials

members not receiving emails, login credentials, course access, error, not sent, not received, login details, password, change password

Eduardo Stewart avatar
Written by Eduardo Stewart
Updated over 5 months ago

When someone registers for a course, Learnybox automatically sends them a registration confirmation email with their login credentials. If a member doesn’t receive this email, follow these steps to troubleshoot the issue:

Step 1: Check sender email configuration

  1. Navigate to your course Settings, then open the Emails sub-tab.

  2. Look under "Email sent after new member registration"

  3. Verify that your sender email address is set up correctly. To check, please access your account email settings.

    • If it is, you’ll see the message: “Perfect! Your sender email address is properly configured.”

    • If not, please refer to our SPF help articles:
      ​Learnybox SPF Setup Help

Step 2: Review email report

  1. Navigate to the course’s Members tab and search for the member.

  2. Click on the member’s name to open their profile.

  3. Open the Emails tab to check whether the email containing the member's login credentials was sent.

Inspect email status:

  • Click on the View icon to view the status of the email:

    • Sent: The email was successfully delivered.

    • Error: There may be an issue with the member’s email address.

If the email is marked in error:

  • If the email address is incorrect:

    • Update it and perform the Reset Password action on the affected member to generate and resend new login credentials to the member.

  • If the email address is correct:

    • Ask the member to provide a different email address (the current one may be blacklisted or blocked).

Step 3: Reset or manually set the member’s password

Option 1: Resend login credentials

  • Locate the member from your course member list, click the vertical ellipsis (⋮) to the right of the member's list entry, and select Reset Password.
    This will generate and send new login credentials to the member.

Option 2: Manually set a new password

  1. Open the User tab in the member’s profile.

  2. Click the Edit user icon (to the right of General information)

  3. Enable the Change password option and set a new password.

  4. Do not click on Reset password after manually setting a new password. Instead, scroll down to the bottom of the page and click Confirm.

Note: A password must contain at least 8 characters to be properly registered, including one number, one uppercase letter, and a special character (@, !, ?, #, $)


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