Recipients Haven't Received Certificates
Some of My Recipients Haven't Received Their Certificates. What Might Be Wrong? You can see all of your undelivered credentials from the Analytics.
Step 1 — Check the basics
- Wrong email address: The recipient may have provided an incorrect email address when registering. Check for typos, then resend from Analytics > Credentials > Send Again.
- Wrong inbox: Recipients may be checking a different email account from the one registered. Ask them to check every inbox they own.
- Spam or junk folder: Credential emails can occasionally be filtered by spam detection. Ask recipients to check their Spam, Junk, and Promotions folders. If found there, they should mark it as 'Not spam' for future deliveries.
Step 2 — Corporate or institutional email accounts
Recipients using company, university, or government email addresses may have IT-managed filters that block external emails.
- Ask the recipient to forward the request to their IT team and ask them to whitelist the Sertifier sending domain.
- Alternatively, suggest the recipient provides a personal email address (such as Gmail or Outlook.com) to receive the credential to.
Step 3 — Set up a custom Email Domain (recommended)
To maximise email deliverability across all providers, we recommend setting up a custom Email Domain for your organisation. This sends credentials from your own domain (e.g. credentials@yourcompany.com) rather than Sertifier's shared sending domain, significantly reducing the chance of emails being caught by spam filters.
See the related article: How to Set Up an Email Domain.
Step 4 — Use the Resend function
If a recipient still has not received their credential after the above steps, you can resend it directly from the app:
- On the Analytics > Credentials page, find the recipient and click Send Again.
Still having issues?
If the problem continues after all the above steps, contact the support team via the chatbot in the bottom right of the app, or email support@sertifier.com.