Parents not receiving OpenApply emails: what to check

For parents

1. Check spam and junk foldersSearch your inbox, spam and promotions folders for the school name or "OpenApply". Mark the email as not spam so future emails arrive.
2. Check the address the school hasSign in to OpenApply and check the email address on your parent profile. If it is wrong, update it or ask the admissions office to change it.
3. Add the school to your contactsAdding the sender to your contacts helps stop future emails being filtered.
4. Ask the school to resendIf you still cannot find it, ask the admissions office to resend the email, for example your welcome email.

For admissions staff

1. Open the Email Error LogGo to Settings > Email Error Log. It lists each failed email with the Name, Role, Email, Error Type and Error Detail.
2. Read the error typeA bounced address usually means a typo or a closed mailbox. A block usually means the family's email provider rejected the message.
3. Correct the address and resendUpdate the parent's email on their profile, then resend the email from the relevant status or notification.
4. Check your notification settingsGo to Settings > Admissions > Status & Notification to confirm which emails are sent at each status, and whether the welcome email includes sign-in details.