Emails or Certificates Not Sending

IMPORTANT: If you just recently purchased/setup a G Suite domain for use with Certify'em, read this article first.

Why won't emails and/or certificates send to exam-takers?

There are several common reasons why exam-takers may not be receiving emails, or think they are not:

  • Certification is not currently turned "ON" in your exam (check the Certify'em controls).
  • You have not specified the passing percentage you intended.
  • You have exceeded your daily email quota (see FAQs). In this case you should have received an email about this beforehand.
  • You have other Google Forms Add-ons installed and enabled which may be interfering with Certify'em. Try disabling or removing them.
  • The email is being sent, but is being rejected, or marked as SPAM, by the recipient's email service. To see if this may be the case:
      • Check your Gmail "Sent" mail folder to see if you can find a copy of an email to that user.
      • Check your exam's Certificate Records spreadsheet to see if you can find a record of the exam taker's submission(s).
  • If many emails are being rejected or bounced back to you, see this support article for help.
  • Consider if the user may have entered an invalid or misspelled email address.

If none of these common issues seem to be the cause, you can also check:

  • Do you still have "Owner" or "Edit" permissions on the Google Form/Quiz where you installed Certify'em? If not, certificates cannot be sent. If this was unintentional, have the person who now owns the Quiz add you back with 'Edit' access, or as the Owner. If that is not possible, then have that person uninstall and then re-install the Certify'em Add-on themselves.
  • Has the Google Form/Quiz been moved into a "Shared Drive" (formerly called "Team Drive"). If so, Certify'em cannot operate there, as it needs to be owned by the individual who installed and authorized it. Move the Form/Quiz from the Shared Drive back to your own account's Google Drive and if needed, uninstall and reinstall it.
  • Check the Certificate Records spreadsheet for a sheet called "Errors", which may point to some other problem.

If you have checked all of the issues above, you can also try to completely uninstall Certify'em and then re-install it. Instructions on how to completely uninstall Certify'em.