Troubleshooting: Approver Not Receiving Email

Shelby Marter -

If any of the Approvers on an Experience are not receiving the approval request, it could be because it is being filtered out of their email.
 
Some companies have strict IT policies about third party emails, and can flag Handshake's emails as spam. This article outlines a few steps you can take as a Career Services staff member to troubleshoot this process and keep the approval running!
 
 

Confirm the emails are not stored in a spam folder:

 
If an Approver isn't receiving the emails or the approval requests, we first recommend confirming that the emails have not been filtered through their spam folders.
 
You can suggest the Approver take the following steps:
  • Check "spam," "promotions,"etc, folder in your email inbox.
  • Add handshake@m.joinhandshake.com to your email contacts or address book.
  • Check with your IT department and ask them to whitelist Handshake or check for quarantined emails.

 

Resend the Approval email:

Once you've confirmed the emails are not stored in a spam folder, or have whitelisted Handshake's domain, you can quickly resend the email to the Approver from the individual Experience:

 

Navigate to the Experience and choose the Approvals tab:

Screen_Shot_2018-03-22_at_1.15.29_PM.png

Identify the particular Approver who is having trouble receiving the email:

 

Screen_Shot_2018-03-22_at_1.15.26_PM.png

Select the Send Approval Email button and have the Approver check their inbox!

Screen_Shot_2018-03-22_at_1.24.34_PM.png

Send the Approval via link:

If the Approver is still running into issues accessing that Approval link, you can copy that unique link to send to them outside of Handshake:

Navigate to the Experience and choose the Approvals tab:

Screen_Shot_2018-03-22_at_1.15.29_PM.png

Identify the particular Approver who is having trouble receiving the email:

 

Screen_Shot_2018-03-22_at_1.15.26_PM.png

Copy the unique Approval Link and send this to the Approver outside of Handshake.

Screen_Shot_2018-03-22_at_1.26.23_PM.png

This will direct them to that particular Approval link (which they do not need to sign in to complete):

Screen_Shot_2018-03-22_at_1.27.09_PM.png

 

Manually update the Approver status:

If the Approver is still running into issues updating this information, they can share the Approval information directly with the Career Services office. From there, as a Career Services admin, you can directly update the information on the Approval to move the process forward!

 

Navigate to the Experience and choose the Approvals tab:

Screen_Shot_2018-03-22_at_1.15.29_PM.png

Identify the particular Approver who is having trouble receiving the email:

 

Screen_Shot_2018-03-22_at_1.15.26_PM.png

Select the Edit (pencil) icon next to the Approver's name:

Screen_Shot_2018-03-22_at_1.30.02_PM.png

Here, you can directly update any of the Approval information for this individual, including custom survey questions (if attached), comments, etc:

 

Screen_Shot_2018-03-22_at_1.30.38_PM.png

And most importantly, the status, and save:

Screen_Shot_2018-03-22_at_1.31.39_PM.png

 

Important Note:

If you do manually update this information, you will want to make sure that you then manually kick off the next email to the approver (as you did in the first step of this article!):

Screen_Shot_2018-03-22_at_1.36.25_PM.png

 

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