Troubleshooting email issues

Missing notification/invitation emails from Workable

While there are several conditions affecting email deliverability, below are the most common scenarios causing such issues:

• The notification is not enabled

Check your email notification preferences to identify which notifications are turned on. If needed, modify your settings and click "Save changes" when you're done. 

• The email ended up in your spam/junk folder

The reason for the emails ending in spam is usually the recipient's email provider settings or the settings that they set up on their own for the filter. If you locate the email, you can mark it as 'not spam' so that the message is delivered to your regular inbox next time. 

• The email ended up in another folder

Try to search your Inbox with the @workablemail.com domain from which we send these emails. 

• Your organization's spam filters and security settings are blocking them

If the email isn't in your spam folder, your organization may be blocking it entirely. In that case, you will need to get in touch with your IT colleagues and ask them to add the email domains Workable is using to an allowlist.

If none of the above are helpful, contact us for further assistance. 

 

Candidates are not receiving your emails

• Basic troubleshooting

This might seem obvious, but to rule out typos and minor mistakes, make sure the email address on the candidate profile is valid. If you need to update it, edit their profile.

Ask the candidate to check their spam and junk folders, as well as any inbox filters (such as the Gmail "Updates" folder), just in case emails are being sent there.

• Advanced troubleshooting without enabled email integration (emails going to spam)

Workable uses a trusted email service provider with an inbox rate close to 100% to ensure the highest possible delivery rates.

However, there are a number of factors affecting the delivery rate of every single email and many of them are outside of the email service provider’s control. The primary reason is that over time, spam filtering has become more rigorous. We have noticed that some webmail providers, especially Hotmail and Outlook, tend to have very sensitive spam filters. If you have prospective candidates using these email services, we'd suggest asking them to be sure they add the workablemail.com domain to an allowlist.

Other things like the content of the emails (links, attachments) or shared cloud resources effect also play a big role. To improve inbox rates, check the email content you typically send (especially the bulk emails) by using a 3rd-party application to determine what might be flagged in your messages. 

• Advanced troubleshooting with enabled email integration (emails going to spam)

If your organization has set up email integration (Gmail or Microsoft 365 Outlook), emails are coming directly from your email provider, and are not sent through Workable (although emails sync with your Workable account).

Work with your IT department (or the person who manages your Gmail/Outlook account). An IT person should check your 'email reputation' score which is a crucial component of your email deliverability. The higher the score, the more likely your emails will be delivered to the inboxes of recipients on their network. Typically this involves checking SPF, DKIM and DMARC validation.

If your prospective candidates are using Hotmail or Outlook email providers, it is highly suggested to ask them to safelist your company email domain to ensure your messages get through their spam filters.