iClassPro Support

Help! My customers aren't getting emails!

Whether it's a Forgot Password email, email blasts, or automated emails-- if your customers aren't successfully getting emails you send through iClassPro, that's bad for business! There are a few scenarios which could be causing this issue. Below you will find advice on how to fix each scenario.

Your Business/Location Email Address is Not Domain Based

Symptoms:

  • Customers aren't getting FORGOT PASSWORD emails from the Parent Portal.
  • Customers don't receive the automated emails from our Parent Portal registration process.
  • Customers don't get our email blasts sent from pages within iClassPro.
  • Customers with @yahoo.com, @aol.com, @comcast.com, @hotmail.com are not getting emails.
  • Only some customers seem to be getting the emails we send out in iClassPro.

Reason: Due to some changes in email standards beginning in early 2014, most email inboxes now detect emails sent from a server that is not owned by the same company as the reply-to email address- as SPAM -then block those emails from coming through to the recipient. That's bad news when you're sending emails through a third party server like iClassPro.com (a.k.a. not your inbox) with a reply-to email address using your domain (a.k.a. your website name).

Solution: To avoid these snafus with emailing using third party servers (like when you send emails using iClassPro) the best course of action is to ALWAYS USE A DOMAIN BASED EMAIL for official business communications. To do that, you will need to contact your website provider to set up an email address that works through your website. Then, create what's called an SPF record to grant special permission to that third party server (like iClassPro) to send emails on your behalf (a.k.a. with your reply-to email address). For detailed information on going about these steps, click here.

Example: MyBusinessNameHere@gmail.com is NOT a domain based email. Info@MyBusinessNameHere.com IS.

Your Customer Unsubscribed from Email Blasts

Symptoms:

  • Only some customers seem to be getting the emails we send out in iClassPro.
  • One particular family is not getting emails sent through iClassPro by our staff.

Reason: If you have a domain based email address on file for your business/location, then it's highly likely your customer has unsubscribed from email blasts through iClassPro. By law, when you send out an email from the Family/Student/Classes/Camps/Staff pages in iClassPro, we must include an unsubscribe option at the bottom of the email. That is because we have no way of designating whether or not the email you are sending is intended for marketing and all marketing campaigns by law, must have an unsubscribe option. However, it's important to note that customers will ALWAYS receive statements sent from iClassPro via email, because this is specific type of email is a required part of conducting business- so it's a special exception.

Solution: To check whether or not the family has unsubscribed, go to the Families page in iClassPro, click on the edit icon for that family, then click on View More. Under Email Unsubscribe, you will see a checkbox option that will indicate whether or not this family has been unsubscribed. LEGALLY SPEAKING, you should get documented/direct verbal or written confirmation before unchecking the unsubscribe box. Otherwise, this could be considered spamming or harassment if the family has to repeatedly unsubscribe.

The Email Address on File for Your Customer is Wrong

Solution: Start by looking for accidental spaces in the email field before or after the email address. Then, try contacting the customer by phone or in person and confirming their email address information. If you are using email blasts from the Family/Student/Classes/Camps/Staff pages in iClassPro, you can also check to see if the email was able to send, by reviewing a past email that included this customer. But in general, typos can happen... nobody is perfect 100% of the time. And this is probably the issue. Also check for any spaces that might have accidentally been entered before or after the email address (this happens a lot when you copy and paste information).

Your Email is Being Detected as Spam in Their Inbox

Symptom:

  • One particular family is not getting emails sent through iClassPro by our staff-- but solutions 1-3 did not help.

Solution: Try having your customer set the business email these messages are coming from as a contact for their inbox. Or, ask them to check their spam folder in particular, then if they find one of your emails, mark it as safe. 

Note: We typically assume your customer is familiar with the way their email inbox works. But it may also be a good idea to have your customer search for your business' email address in their inbox. Some services, such as Gmail, automatically sort emails to a customer's inbox into sub-folders like Social, Promotions and Updates. Unless the person knows to look in these sub-folders they can be easy to miss. Changing where the email lands is usually as simple as dragging and dropping the email into the correct folder labeled Inbox.

Need More Assistance?

Call us at 877-554-6776. Our business hours are Mon-Fri 9am-6pm Central Standard Time.