What to do when students and parents are not receiving emails

If your students or their parents are not receiving emails from CollegePlannerPro, it's possible the messages have landed in their junk or spam folder. If messages cannot be found in SPAM, then it could be possible that their email provider has blocked emails coming from CollegePlannerPro altogether.

To optimize email deliverability, we recommend asking your students and parents to add the email addresses "email@customcollegeplan.com" and "email@collegeplannerpro.com" as trusted senders within their email programs. This process is called "Whitelisting" and though the terminology will vary by email program the same basic concept applies. By having their email program familiar with the "from" addresses, the chances of messages landing in their inbox are much, much greater.

Here is an article that contains instructions on how to whitelist an email address for a variety of email providers and email programs:  Safelist email addresses in an email client or security program. 

If you have time-sensitive information you would like to deliver to your students, such as their Account Access email, and they are having issues with SPAM or blocked messages, you can also view all emails sent to your students within their CustomCollegePlan account. This makes it convenient to copy the information you'd like to deliver and email it outside of the platform until your student is able to whitelist our email addresses.

1. To do so, head to your student's profile and log in as them
   
   
2.  Head to the Emails tab
   
3. Find the message you would like to send and select it by clicking once on the title. Your message will expand down and you can copy and paste this outside of CollegePlannerPro until your student has added "email@customcollegeplan.com" and "email@collegeplannerpro.com" to their trusted sender's list.
4. Once your student has added those email addresses to their email providers' trusted senders list, they should be all set and start receiving emails from CollegePlannerPro and CustomCollegePlan.