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Respondents are not receiving survey emails

If participants report they have not received their survey invitation or reminder, here is what to check.

When respondents do not receive survey emails, there are a few common causes, most of which can be resolved quickly. This article is for Entity Admins managing survey distribution.

  1. Ask respondents to check their spam or junk folder. Survey emails are often filtered by corporate email systems, especially from first-time senders. This is the most common cause.
  2. Whitelist the EngageRocket sending domain. Ask your IT team to whitelist emails from EngageRocket's sending domain at the email gateway level so future emails are not blocked. Contact support for the sending domain details.
  3. Verify the respondent's email address in the Employee List. Navigate to Employees > Employee List and confirm the affected respondent's email address is correct and active. A typo in the email address means the invitation went to the wrong inbox.
  4. Check that the respondent is included in the survey's recipient list. Go to the survey's Recipients tab and confirm the affected employees are listed as recipients and have not been accidentally excluded.
  5. Confirm the survey has been launched. Survey emails are only sent for surveys in 'Live' status. If the survey is still in draft or scheduled status, invitations have not been sent yet.
  6. Resend the invitation: go to the survey's Communications section, click on the Invite Email tab, and click 'Resend Email'. Search for the affected respondents and resend. Note: the survey must already be in Live status to use this function.

💡 For reminders: If a respondent did not receive their reminder email, go to the Reminder Emails tab in Communications and click 'Resend Email'. The survey must be live and a reminder must already be scheduled to use this function.

Something not working?
  • Specific respondents never receive any emails despite being in the recipient list — The issue is likely at the corporate email server level. IT team involvement is needed to trace and whitelist the blocked emails.
  • The invitation was resent but still not received — Wait 10 minutes, then ask the respondent to check all folders including spam. If still not received, contact support with the respondent's email address.
Still Need Help?

If respondents are still not receiving survey emails after following these steps, Reach out to us at support@engagerocket.co and we'll be happy to assist!