Troubleshooting: Users Not Receiving Emails
Diagnose why users aren't getting emails from Acorn and how to fix it.
Step 1: Check spam/junk folders
Ask the user to check their spam or junk folder for emails from noreply@acorn.works or your custom sender domain.
Step 2: Check the email suppression list
- Go to Admin > Email Management > Suppression List.
- Search for the user's email address.
- If found, their email has bounced or they previously unsubscribed.
- Remove them from the suppression list if appropriate.
- See Email Suppression List for full details.
Step 3: Verify the email address is correct
- Go to Admin > Users and check the user's email address.
- Correct any typos and save.
Step 4: Check corporate email filters
Corporate mail systems (Exchange, Google Workspace) may be quarantining Acorn emails. Ask your IT team to whitelist: noreply@acorn.works and Acorn's sending IP ranges (available from Acorn Support).
Step 5: Resend the email
- For password resets: re-trigger from Admin > User Management > [User] > Update > Notify user of new account.
Step 6: Check email logs
Go to Admin > Email Management > Email Logs to see whether the email was sent from Acorn's side. If the email is listed but the user didn't receive it, the issue is on the recipient's mail server.
Still not resolved?
Raise a support ticket with the user's email address and the type of email not received.