Enrolment email not received

Diagnostic steps

1. Check that Send enrollment emails is ticked

In Alva Courses, open Settings → Email Settings and check that Send enrollment emails is ticked under Email Notifications, then save. It starts unticked, and while it is off no enrolment email goes out: not after a purchase, an import, a manual add or a resend. Once it is on, resend the email to any student who missed theirs (step 5).

2. Confirm the order is paid and enrolled

In Shopify Orders, confirm the order is marked Paid, then open the course's Course Members Overview in the Alva Courses admin and check the buyer shows as an active enrolment. Enrolment and the email only fire after payment is captured — a pending or draft order sends nothing.

3. Check the email address and spam folder

Compare the email on their member record with the address the student is actually checking, and ask them to look in their spam, promotions, and junk folders. A typo at checkout quietly routes the enrolment email to the wrong inbox. To fix one, click Edit email under the address on their member page and save the right one, which also updates their Shopify customer, then resend (step 5).

4. Review the enrolment email template and sender

In Settings → Email Settings, click Edit Email Template and check that the Enrollment email tab has a clear subject and message. This template has no on/off switch of its own: Send enrollment emails is the only one. An unverified custom email domain does not block delivery either — until its DKIM record verifies, emails go out from the default alvaapps.com address.

5. Resend the enrolment email

Open the member's page from the course's Members tab or Members in the app menu and click Resend Email, which resends the email for each of their courses to the address on their member record. The message that follows says Enrollment emails sent only when every email went out. Otherwise it names what stopped them: sending switched off in Email Settings, an address blocked after a bounce, no valid address, or that only some went out, such as Enrollment emails sent: 1 of 2. The five-minute wait before you can resend starts only once an email has been sent, so you can fix the cause and try again straight away.

Then open Email History on the same page: each attempt shows as Pending, Sent, Failed or Bounced. Bounced means the address rejected it, the student marked it as spam, or our email provider was already blocking that address. If it was sent but never arrives, email courses@alvaapps.com with the order number so we can check the delivery logs.

6. If it bounced, get a working address

Resending a Bounced email will not help, because it goes to the same address. Ask the student for a working one, save it with Edit email on their member page, then click Resend Email. See Email bounces and suppression for what a bounce stops.