Survey invite not received

If one or more employees haven’t received their survey invite, follow the steps below to identify and resolve the issue. Start from the top and work your way down.

1. Ask the user to check their inbox

Sometimes the email has been delivered but is not visible in the main inbox. Ask the user to check:

• Spam or junk folder
• Any folders created by inbox rules

2. Make sure emails are not blocked

Company email systems can sometimes block automated emails. Check with your IT team that emails from Eletive are whitelisted

3. Confirm the user is included in the survey

Users will only receive an invite if they are part of the survey target group.

In your survey settings:

• Review the selected segment
• Use “Who is in the segment” to confirm the user is included

4. Verify the user’s email address

An incorrect email address will prevent delivery. Go to user profile and check:

• The user exists in Eletive
• The email address is spelled correctly

If needed, update the email. 

5. Check if the email has bounced

If an email cannot be delivered, it may be marked as “bounced”.

Find users with bounces

• Navigate to Settings and Users
• In the user list, users with bounced emails will be marked with a "!" symbol
• To find all users which emails have bounced, use the "Email status" filter and select "Bounced"

Read more about how to handle bounced emails here: Bounced email

6. Check notification settings

Users can control which emails notifcations they receive.

Ask the user to verify that notifications for:

• Employee Surveys
• Custom Surveys

are enabled in their notification settings. Guide can be found here: Notification personalization

7. Confirm the survey has been sent

Make sure the survey is actually active and invitations have gone out.

Check:

• The survey status (active vs scheduled)
• The send-out timing

8. Wait for or trigger a reminder email

If the initial invite was missed, reminder emails may still reach the user.

• Confirm if reminders are scheduled
• The user may receive a new invitation via reminder

9. Use direct access as a workaround

Users don’t need the email to participate.

They can:

• Log in to Eletive via web or mobile app
• Go to Notifications
• Open the survey directly through there

10. Still not working?

If none of the steps above resolve the issue:

• Check if multiple users are affected
• Contact Eletive support with:
  • Affected user email(s)
  • Survey name
  • Approximate timing

Summary

Most issues are caused by one of the following:

• Email filtered to spam
• User not included in the survey segment
• Incorrect email address
• Blocked or bounced emails

Working through the steps above will usually resolve the issue quickly.