Have Participants Not Received the GAIS Survey Invitation Email?

When GAIS sends invitation emails from the platform, there may be cases where the invitation does not reach one or more participants.

If you experience that one or several participants are not receiving the invitation emails, we recommend first determining whether the issue affects a few people or many.

• If only a few are affected, it is almost always due to an incorrect email address or the email ending up in spam.
• If many are affected, it is very likely caused by email provider settings or rules set by your IT department.

A Few Participants Have Not Received the Invitation Email

If only a small number of participants have not received the invitation, we recommend that you:

1. Check the email address in GAIS. Typos, incorrect domain endings (e.g., .dk instead of .com), or look-alike characters (e.g., capital I and lowercase l) are common issues.
2. Check whether the email has landed in a different folder such as Spam, Junk Mail, Other Mail, or whether it was accidentally deleted and is now in the trash folder.
3. Check whether any blocking rules have been set up in the email system/Outlook that prevent GAIS emails from being delivered, or whether the inbox is full and unable to receive new messages.

If everything appears to be correct, you can:

1. Resend the invitation to the affected participants. Read how to resend invitations here.
2. Contact our support team, as we can often identify the specific cause. Contact support here.

Many or All Participants Have Not Received the Invitation Email

If many or all participants are not receiving the invitation email, the cause is most often one or more of the following:

1. Typos in the email domains across all or many recipients.
2. Internal email rules/filters set by your IT department that block GAIS emails due to sudden high volume, many invalid email addresses, or similar triggers.
3. Blocking by email providers, causing all GAIS emails to be rejected (this occurs almost exclusively when using private email addresses).

If many or all participants do not receive the invitation email, we recommend reaching out to our support immediately so we can help identify the cause as quickly as possible.

In some cases, our own monitoring of errors and rejected emails will detect these issues—but not always.

A key part of the solution will often be to whitelist GAIS in your email system.

Read more about whitelisting GAIS in your email system.