IN BRIEF
This article explains why customers may not be receiving emails sent through iClassPro. Each section outlines a common cause, symptoms you may observe, and steps to resolve the issue. These scenarios address delivery issues, spam filtering, unsubscribed customers, incorrect email information, and situations where only primary email addresses receive messages.
Overview
iClassPro sends various types of email communications — such as statements, automated notices, and Email Blasts — using its internal email servers to maximize deliverability. When customers do not receive these emails, the underlying issues typically fall into one of several categories, including spam filtering, incorrect email information, unsubscribe status, or the use of only primary email addresses. This article provides guidance for identifying and resolving each of these issues.
Accessing the Feature
Email delivery issues relate to communications sent from multiple areas of the System, including the Families, Students, Classes, Camps, and Staff pages. Email Blasts and automated communications may also originate from background tasks and customer actions.
Step-by-Step Instructions
Scenario One: Customers Are Searching for the Wrong Email Address or the Email Was Sent to Spam
Symptoms:
- Emails show as Delivery in your Email Blast background task.
- The customer reports not seeing the email in their inbox.
Reason: To reduce spam filtering, iClassPro sends emails using a “From” address associated with the System’s email servers (@ses.iClassPro.com). This prevents emails that appear to originate from a custom sender domain from being flagged as potential scams.
The reply-to address does use your facility’s provided email so customer replies go to you.
Solution: Have the customer add these addresses to their safe sender list or contacts (replace [[AccountName]] with your specific iClassPro account name):
- [[AccountName]]@ses.iClassPro.com – used for transactional and automated emails
- [[AccountName]]-notifications@ses.iClassPro.com – used for Email Blasts
Advise the customer to:
- Check Promotions, Spam, Social, and Updates subfolders.
- Search by the email address or by the subject line of your message.
Note: Email clients such as Gmail may automatically sort messages into subfolders. Customers often miss emails because they do not check these subfolders. Dragging the email into the main Inbox usually teaches the email provider to deliver similar messages there in the future.
Scenario Two: Customer Unsubscribed from Email Blasts
Symptoms:
- Only some customers are receiving Email Blasts.
- A specific family does not receive emails your staff sends through iClassPro.
Reason: If your business uses a domain-based email address, customers may unsubscribe from Email Blasts.
By law, all emails sent from the Families, Students, Classes, Camps, and Staff pages must include an unsubscribe option because iClassPro cannot determine whether your email is considered marketing.
However, customers will always receive statements, as these are classified as essential business communications.
Solution:
- Go to the Families page.
- Select the edit icon for the family.
- Select View More.
- Locate the Email Unsubscribe section to see whether the family is unsubscribed.
Important: You must obtain documented, direct verbal or written confirmation before re-enabling emails for a family. Re-enabling without permission may be considered spam or harassment.
Scenario Three: Customer’s Email on File Is Incorrect
Symptoms:
- The customer never receives emails sent through iClassPro.
Reason: The email address stored in the System may contain errors, such as:
- Correct spelling but containing accidental spaces at the beginning or end.
- Typographical errors in the username or domain.
- The customer changing their email address but not updating their Customer Portal profile or notifying staff.
Solution:
- Check for leading or trailing spaces in the email entry.
- Contact the customer by phone or in person to confirm the correct address.
- Review previous Email Blasts that included the customer to confirm whether previous messages attempted to send successfully.
Note: Copying and pasting email addresses often introduces unintended spaces.
Scenario Four: Customer’s Email Address Is Not Set as the Primary
Symptoms:
- Only the primary email on the family record receives emails.
Reason: By default, iClassPro sends all emails to the primary email address only.
Some features—such as Email Blasts and Statements—include an option allowing staff to send communications to all email addresses associated with a family, but this option must be selected manually.
Solution: Always enable the setting to send Email Blasts and Statements to all family email addresses when available.
Troubleshooting & FAQs
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Why do Email Blasts sometimes show “Delivered” even if the customer says they did not receive the email?
- “Delivered” indicates the receiving mail server accepted the email. After acceptance, the customer’s email provider may still sort it into spam or alternate folders. Customers should check Spam, Promotions, Social, or Updates folders and add the System’s sender addresses to their safe sender list.
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Why do some customers still receive statements despite unsubscribing?
- Statements are categorized as essential business communications and must be delivered regardless of unsubscribe status.
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Why did only one parent/guardian receive the Email Blast?
- The option to send to all email addresses was not enabled. Most email actions default to sending only to the primary email address.