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DannyDee's avatar
DannyDee
Active Contributor
5 years ago
Solved

Attendees don't get confirmation mail

Hey guys,

 

In the last time there were some attendees who didn't get the confirmation mail although their emails were right.

After sending the confirmation email again they didn't get it again. Even in the junk or spam folder wasn't the confirmation mail.

 

What can be the problem and what can I do that the attendees get the confirmation?

 

Thank you for your help in advance :)

  • AshC's avatar
    AshC
    5 years ago

    Hi Danny,

    Sometimes there may be a provider block on LogMeIn emails (arriving from @gototraining.com), or even an improperly formatted address.  When we receive too many returns on attempted email communications we will add the address to a 'bounce list' that will stop sending emails all together.  If you think this may be happening, you can call directly into Customer Support with the affected participant email spelling. 

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  • AshC's avatar
    AshC
    Retired GoTo Contributor
    4 years ago

    OliverBritsch  People can always click the original registration link at the start time, if they're still not receiving GoTo emails. 

  • OliverBritsch's avatar
    OliverBritsch
    Active Contributor
    4 years ago

    Hello AshC,

     

    it seems as we have automatic acceptance of all registrants, this button is not visible for us.

     

    So what can we do if participants (for whatever reason) do not receive the link?

     

     

     

     

  • OliverBritsch's avatar
    OliverBritsch
    Active Contributor
    4 years ago

    Hello AshC,

     

    thanks for your answer. Please mind: I am using GoToTraining and not GoToWebinar.

     

    I can unfortunately  not see such an option. 

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    4 years ago

    OliverBritsch  If you click on the number of registrants from your scheduled webinar page, there's an option to select participants to resend the confirmation emails. 

  • OliverBritsch's avatar
    OliverBritsch
    Active Contributor
    4 years ago

    I tried to and the email was not blocked. Anyhow our customer got no atendee email / link. So how can I manually resend the attendee email? This is really an issue, especially for paid trainings, thanks a lot in advance.

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    5 years ago

    Hi Danny,

    Sometimes there may be a provider block on LogMeIn emails (arriving from @gototraining.com), or even an improperly formatted address.  When we receive too many returns on attempted email communications we will add the address to a 'bounce list' that will stop sending emails all together.  If you think this may be happening, you can call directly into Customer Support with the affected participant email spelling.