Email Delivery Log
Email Delivery Log
The Email Delivery Log helps Owners and Admins verify whether email notifications were successfully delivered, accepted by the mail server, or failed due to a bounce.
This tool is especially useful for diagnosing email delivery issues and ensuring that important emails are reaching your learners.
Overview
The Email Delivery Log allows you to:
View a record of email notifications sent to a specific user
Check the delivery status (Delivered, Accepted, or Failed)
Investigate reasons for failed (bounced) emails
Remove bounced email addresses to restore email delivery
Pre-requisites
Role Requirements
The following roles can access the Email Delivery Log:
Owner – Full access
Admin – Full access
Note: The Email Delivery Log is accessed via individual learner profiles, not the central Reporting page.
Other Requirements
The user must have previously received (or attempted to receive) an email from Learn Amp.
Quick-Start Guide
Step 1: Navigate to the User Profile
From the left-hand navigation bar, click Manage
Select People > Individuals
Search for the affected user
Click the three dots (⋯) next to their profile
Select "View email delivery logs"
Step 2: Review the Log
The email delivery log contains the following columns:
Timestamp – When the email was sent
Subject – The subject line of the notification
Event – The delivery status of the email
Step 3: Understand Email Events
Event Type | Description |
|---|---|
Delivered | The email was sent successfully |
Accepted | The email was accepted by the recipient's mail server |
Failed | The email bounced and was not delivered |
If an email has a Failed status, a bounce may have occurred.
Step 4: Investigate and Resolve Bounces
Click "Check for bounced emails" to see if the learner's email address is in the mail server's bounce list.
If appropriate, click "Remove bounce" to remove the email address from the bounce list.
Important Notes
If a user's email address is on the bounce list, no further notifications will be sent until it is removed.
Frequently Asked Questions (FAQs)
Q: Can I resend an email from the log?
A: No, emails cannot be resent from this log. You'll need to trigger the original action again (e.g., assign content or send an invite).
Q: What causes an email to bounce?
A: Common reasons include incorrect email addresses, restrictions from the recipient's mail server, or situations where a learner has been enrolled before their email account is active.
Q: What happens after I remove an email from the bounce list?
A: The user's email will be eligible to receive future notifications, but previous messages won't be automatically resent.
🛠️ Troubleshooting
Issue | Solution |
|---|---|
Email not appearing in the log | Confirm that the learner should have received an email, and check again |
Bounce removal is not working | Contact Support for further investigation |
Emails are not sending despite no bounce | Ensure the email address is valid and reachable |
Learner enrolled before the email account is active | Remove the learner's email from the bounce list, and trigger another invite to Learn Amp |
Email delivered but not received by the learner | Check the learner's spam/junk folder and confirm their organisation's mail filters are not blocking Learn Amp emails |
Frequent bounces from the same domain | Contact Learn Amp Support to whitelist the organisation's email domain |
Incorrect email address entered | Update the learner's profile with the correct email, then re-trigger the notification |
No option to "Remove bounce" | The learner's address may not be on the bounce list; confirm the bounce status in the log |
Last Reviewed: November 2025