Why haven’t my employee(s) received enrollment emails from Guideline?

The first step is to refer to the Timeline on your Guideline administrator dashboard and look for the date associated with “Employees Invited” for guidance on when enrollment emails are supposed to be sent out.

If enrollment emails were supposed to be sent out, go to the “Roster” page and look at the “Description” column. This column will show the status of each participant’s enrollment email and confirm which email address it was sent to. Often, participants have multiple personal and work emails associated with their account, which can cause confusion over which email address the enrollment email was sent to. You can also go to the “Roster” page and hit “Resend Invitations.” This option will allow you to select the specific employees that need an enrollment email re-sent.

If the system confirms the emails have been sent, but your employees have not received them, it is likely that a spam filter on their email is blocking Guideline emails. If this is affecting company-issued email addresses, you may want to reach out to the person who manages your company’s IT to have them make an exception for all emails coming from guideline.com. Once the Spam Filter is turned off for Guideline, you will need to go into your Guideline Roster and hit “Resend Emails”.

If these solutions don’t fix the issue, you can submit a support ticket so we can troubleshoot the issue.

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