Overview

If you are not receiving emails from OnBoard, the most common causes are email filtering, an incorrect email address on your account, or email notifications being turned off.

This article explains what to check if you are missing OnBoard emails, including notifications, invitations, or password reset emails.

Symptoms

You may be experiencing this issue if:

• You do not receive any emails from OnBoard.
• You are missing OnBoard notifications.
• You do not receive invitation emails.
• You do not receive password reset emails.

Resolution

1. Check your Spam or Junk folder for messages from OnBoard.
2. Check your email quarantine, if your organization uses one. Some email systems hold messages before they reach your inbox.
3. Confirm the email address on your OnBoard profile is correct.
4. Ask your IT team to allowlist OnBoard’s email senders. OnBoard notifications are sent by notifications@airway.passageways.com. See What Sites to Allow Through Your Firewall for more details.
5. Review your notification settings and make sure email notifications are not disabled. This setting is located in your OnBoard profile settings.

Additional notes

If you still are not receiving emails after checking these items, contact Support. Include:

• The email address on your OnBoard account
• The type of email you expected to receive
• The approximate date and time you expected to receive it