# Invalid emails

> The students who do not receive the platform's emails: the reason for each failed delivery, the health of your email base and how to fix the record.

The invalid emails report lists the students who did not receive an email from the platform. Check this list before the student complains they never got their access. The most common case is a typo in the email.

## What it is for

- **Find who did not get the access.** Each row is an email that did not arrive.
- **Fix the record.** From the row you open the student's profile, fix the email and resend the access.
- **See the health of the base.** The gauge shows whether the share of the base with a problem is within expected.

The report is in **Reports > Invalid emails**, in the **Operations** group.

## How an email enters the list

Cademí sends the student an email: welcome, access or password reset. If the student's server does not accept the email, the delivery enters the list. The **Reason** is what the server reported:

| Reason | What it means |
|---|---|
| **Bounced/Rejected** | The server refused the email: nonexistent address, wrong domain or disabled mailbox. The classic typo |
| **Dropped by server** | The delivery was discarded before arriving, usually because the address had already been refused before |
| **Reported as SPAM** | The student marked the email as spam |
| **Awaiting recipient** | The student's server deferred delivery (full mailbox, server unavailable). It may resolve itself or turn into a bounce |

Only emails to students enter here. Emails to administrators do not.

## Email base health

The gauge shows **Your base**: the percentage of affected students over the account's total students. It has three zones:

| Zone | Percentage |
|---|---|
| **Healthy base** | Below 2% |
| **Within expected** | From 2% to 14% |
| **Above expected** | Above 14% |

The text next to it recalls that part of the base always gets the email wrong. Fixing those records avoids tickets and refunds.

Below, three numbers:

- **Invalid emails**: how many deliveries failed.
- **Affected students**: how many people, counting each one once.
- **% of base**: the same percentage as the gauge.

**Distribution by reason** shows how much each reason weighs.

## The list

Each row is a failed delivery. The newest comes first. The columns are **Email**, **Student**, **Date** and **Reason**.

The gift icon before the email marks a **Free Registration**. **Search by student or email...** finds a person by name or address.

Each row has two actions: **Hide from list** and **View student**. Clicking the row also opens the student.

## Step by step

### Fix an invalid email

1. Open **Reports > Invalid emails**.
2. Click the student's row. Their profile opens.
3. Check the address.
4. If there is a typo, fix the email in the profile (see [Student profile](https://help.cademi.cloud/en/alunos/perfil-do-aluno.md)).
5. In the profile, click **Resend welcome email**. The student receives the access at the right address.
6. Go back to the report.
7. On the resolved row, click **Hide from list**.

If the address is right, reach the student through another channel. The phone in the profile opens a WhatsApp conversation.

**Heads up:** **Resend welcome email** generates a new password. The previous password stops working right away.

**Heads up: this is where most mistakes happen.** Fixing the email in the profile does not resend what did not arrive. Without step 5, the student still has no access.

## Good to know

- **Hide from list.** It removes the delivery from the list and the numbers. It does not delete the record and does not change the student's data. The action requires its own permission.
- **A notice on Home.** The dashboard **Home** page shows the count of invalid emails among the pending items, with a link here.
- **The numbers refresh in about a minute.** An email that just bounced shows almost instantly.
- **Several deliveries, one student.** A student may have several deliveries in the list. **Affected students** counts the person once.
- **Being on the list does not block the address.** The platform keeps trying the next sends to it. The list shows the sends that, for some reason, were not received.

## Frequently asked questions

**The student says they do not receive the emails and they are not on this list. What do I do?** Check whether they are looking at the purchase email. The access goes to the address that came from the gateway. Follow [Why the student cannot access](https://help.cademi.cloud/en/alunos/por-que-o-aluno-nao-acessa.md).

**How many invalid emails are normal?** The gauge answers. Up to 2% of the base is a **Healthy base**. From 2% to 14% is **Within expected**. Above that, review the sign-up form and the data arriving from the gateways.

**I fixed the student's email. Will they get the access?** Only if you resend it. In the profile, click **Resend welcome email**.