Why don't I get messages from the E-Learning Server?

There are three reason you may not get messages from the E-Learning Server:

a) There was an error in the email address provided when setting up your account; or

b) The messages are being directed to a spam or junk folder in the your email system; or

c) The messages are being blocked by a corporate email policy as a result of the fact the messages come from an automated mailer in an unrecognized internet domain.

What we can do ... we can manually confirm your account - and check your email matches the one use to report the issue. This is easy for us to do. However, it does not solve the underlying problems in (b) or (c) above. Future emails from the server are also likely to be lost or blocked in the same way. This will include messages about course progress and password reset messages if you forget your password. So this is usually not a good solution. If you cannot access your account we can also change your registered email address for you if the solutions below do not work for you.

Unfortunately, apart from this there is nothing technically we can do to resolve points (b) and (c). However, we can offer you the following advice.

What you can do ... 

1. First check your spam folders etc.

The message will have the following subject line

A template sample of the complete confirmation message is attached for reference.

If you do not find the message then the cause is almost certainly (c) above. Try step 2 below but if that fails use step 3 using a different email address. Step 3 seems to work for everyone so far.

2. Talk to the technical support person for your email service

Explain the situation and have them look to see if they can unblock emails with the following characteristics

• From/Reply address "Elearning Support <elearning@ihtsdo.org>"
  
• Sent from the elearning.ihtsdotools.org domain 
  

Further details in the attached file. If so provide them with the second attachment file which contains key details that may assist them.

3. Change your registered email address

So far everyone who did this has found it worked first time! You may prefer not to use a personal email address for E-Learning related to your work but unless your technical support can resolve things quickly this may be the easiest solution. If you cannot access your account to do this yourself (e.g. if you have forgotten your password) - please email us at elearning@ihtsdo.org and we can change the email address for you.

How often does this happen ... Reports and analysis show this is fairly uncommon (overall <5%) and most of these come from different people in the same organization with same cause (c) above. Some business email servers have a restrictive policy on communications - we can understand why but is unfortunate if this limits your access to our E-Learning service.