Troubleshooting: Not receiving emails

If an employee is not receiving MyPathway emails, follow the steps below before contacting support.

Step 1: Check the email address

Make sure the employee’s email address was entered correctly in the platform.

Step 2: Check junk or spam folders

Ask the employee to check their junk, spam, and promotions folders.

Step 3: Confirm the employee is active

Make sure the employee is still marked as active in the system.

Step 4: Confirm the onboarding was completed

If the onboarding was not fully completed, the employee may not have been added correctly.

Step 5: Allow a little time

In some cases, emails can take a short time to arrive.

Step 6: Contact support if the issue continues

If the employee still has not received the email after completing the checks above, contact support with:

• Employee full name
• Employee email address
• Office name
• Brief description of the issue

Important:

Providing the correct employee email and office name helps us investigate the issue faster.