Email isn’t arriving

If you (or your users) aren’t receiving Wisteria emails, work through the checks below.

Quick checks (always do these first)

1. Check the spam folder. First and most common cause.
2. Confirm the email address. Typos in the user record mean emails go to the wrong inbox.
3. Wait 5 minutes. Email can be queued during high-traffic periods.
4. Check a different email address. If your test email isn’t arriving but others are, it’s specific to that address.

Cause 1: Email is in spam

Corporate spam filters often hide emails from senders not on a whitelist.

What to do

• Tell your users to mark Wisteria emails as not-spam — once they do, future emails should arrive normally.
• Ask your IT team to whitelist noreply@getwisteria.com at the organisation level. This is the strongest fix.
• Add Wisteria to your address book. Some mail clients prioritise senders in the address book.

How to whitelist Wisteria

The exact steps depend on your email provider:

Whitelist the sender domain getwisteria.com and the specific address noreply@getwisteria.com.

Cause 2: Wisteria’s email integration is down

If no Wisteria emails arrive anywhere (multiple users, multiple email types), Wisteria’s email provider might be experiencing an outage.

What to do

• Check status. We post outage info at status.getwisteria.com (or via your customer-success contact).
• Wait it out. Most outages resolve within 30 minutes.
• For urgent password resets during an outage, ask your super_admin to manually set a temporary password from the Users page (they can; the user uses it on next sign-in).

Cause 3: Email notifications are turned off for your workspace

Some optional email notifications can be toggled off at Settings → Notifications. If yours are off, those emails won’t fire.

What’s optional vs required:

What to do

• Have your super_admin check Settings → Notifications → Email toggle. If they recently turned it off, that’s the cause.

Cause 4: The user is deactivated

If a user is deactivated, Wisteria stops sending them new emails. They won’t get reminders, certificate emails, or course-published notifications.

What to do

• Reactivate the user at the Users page if they should be active.

Cause 5: The email address is wrong on the user record

Sometimes typos sneak in during bulk upload.

What to do

• Check the user’s email in the Users page.
• Fix if needed. The next email will go to the new address.

Cause 6: SPF / DKIM / DMARC misalignment

If your organisation’s email security is configured to reject emails that don’t match the sender’s published DKIM/DMARC, Wisteria’s emails may be silently rejected even though they’re legitimate.

What to do

• This is your IT team’s call. They can verify Wisteria’s SPF and DKIM records via the published DNS for getwisteria.com.
• If a fix is needed, they can add an exception for getwisteria.com in your DMARC policy.

Cause 7: Slow-arriving emails (5+ minutes)

Sometimes Wisteria’s email provider (Resend) queues delivery for spam-prevention reasons, especially for new domains.

What to do

• Wait 10–15 minutes.
• If still not arrived, check spam thoroughly.
• If repeated for many users, contact support — we may need to escalate at the provider’s end.

Specific email types

Welcome email

If a newly invited user doesn’t get their welcome email:

1. Check spam.
2. Ask your super_admin to click Resend invite from the Users page. A fresh temporary password is generated.
3. Confirm the email address is right.

Password reset email

If the reset email doesn’t arrive:

1. Check spam.
2. Wait 5 minutes; sometimes there’s a brief delay.
3. Ask your super_admin to manually set a temporary password from the Users page (workaround for outages).

Certificate email

If a learner doesn’t receive their certificate after completing a course:

1. Check spam.
2. Verify the course actually has issue_certificate = true. If not, no certificate is generated.
3. Verify the learner actually passed every published module. Partial completion = no certificate.
4. The certificate is still downloadable from the learner’s dashboard even if the email failed — they can fetch it themselves.

Approval notification

If reviewers aren’t getting “course pending approval” emails:

1. Confirm reviewers are properly assigned in the workflow (Approvals → Workflow).
2. Confirm email notifications for approval events are enabled in Settings → Notifications.
3. Check that the reviewers haven’t been deactivated.

Recertification reminder

If learners aren’t getting “your recert is due” emails:

1. Confirm the course has recert enabled (Course Settings).
2. Confirm the learner’s previous completion exists in the audit log.
3. Confirm the recert interval has actually elapsed (the email fires per the interval).

Last resort: manually re-trigger an email

For specific transactional emails that didn’t arrive (welcome, certificate, password reset), the most reliable fix is to manually re-trigger:

• Welcome — Resend Invite from the Users page.
• Certificate — re-download from the learner’s dashboard. Email isn’t strictly needed; the certificate is always downloadable.
• Password reset — request again via /login → Forgot password.

Reporting persistent issues

If emails consistently fail for your workspace or domain, email support@getwisteria.com with:

• The workspace name
• A specific failing email type (welcome, certificate, etc.)
• The recipient email
• Approximate timestamp of when it should have arrived
• Whether other email types are arriving

We can trace the email through Resend’s delivery log and determine where it stopped.