Make sure Skovrum's emails arrive

The one address Skovrum sends from, how to add it to your contacts or safe senders in Gmail, Outlook and Apple Mail, and what to ask IT to allow so invitations, digests and survey emails reach everyone.

Your words may differ. Each workspace can choose its own words: a class might be a cohort, program or group, a learner a participant, trainee or new hire, a session a module or lesson. These guides use the default words. The steps are the same whatever your workspace calls them. Change your workspace's words

Skovrum sends a handful of emails: invitations, password resets, the daily email, survey emails to learners, and notices about your plan. All of them come from one address. If one goes missing, it is almost always a spam folder or a company mail filter, and both are quick to fix.

#The address to allow

Every email from Skovrum comes from:

• Address: notifications@send.skovrum.com
• Domain: send.skovrum.com

The sender name is Skovrum. A Business workspace that signs its emails shows its own name instead, as Your Team (via Skovrum), but the address stays the same.

Our email is authenticated (SPF, DKIM and DMARC), so a filter can verify that it really came from us. We never ask for your password by email.

#Add the sender to your contacts first

The surest fix is to add notifications@send.skovrum.com to your address book before the first email arrives: every major mail service delivers mail from a known contact to the inbox. Do it once, on the account that will receive Skovrum's emails.

• Gmail: open Google Contacts, click Create contact, enter the name Skovrum and the email address, and save. Gmail trusts your contacts automatically. If you want to be sure, also add a filter: in Gmail's search box click the options icon, enter send.skovrum.com in From, choose Create filter, and tick Never send it to Spam.
• Outlook (web, Windows or Mac): add the address to your safe senders list. On the web: Settings → Mail → Junk email → Safe senders and domains → Add, and enter send.skovrum.com. In the desktop app: Home → Junk → Junk E-mail Options → Safe Senders → Add. Adding the address as a contact works too.
• Apple Mail and iCloud: add a contact in the Contacts app (or at icloud.com/contacts) with the name Skovrum and the email address. In iCloud Mail, mail from contacts skips the junk folder; Mail on a Mac also offers Mail → Settings → Junk Mail → Sender of message is in my Contacts to exempt contacts.
• Another service: look for a safe senders, allowed senders or contacts list in the mail settings and add the address or the domain send.skovrum.com.

#If an email already went to spam

Rescue it, and tell the service the sender is fine:

• Gmail: open the email and click Report not spam. Also look under Promotions and Updates: Gmail sometimes files new senders there.
• Outlook: in Junk Email, select the email, choose Not junk, and tick Always trust email from….
• Apple Mail: click Move to Inbox (or Not Junk) and add the sender to your contacts.

#Ask IT to allow it for everyone

On a work account, a company filter can hold or reject mail before it reaches any mailbox. Ask your IT or mail administrator to allow:

• the domain send.skovrum.com, or at least the address notifications@send.skovrum.com;
• on Microsoft 365: an allowed sender entry under the Anti-spam policy, or a mail flow rule that sets the spam confidence level to bypass for that domain;
• on Google Workspace: the address on the Email allowlist or an approved senders list;
• on a gateway (Mimecast, Proofpoint, Barracuda and similar): a permitted-sender policy for the domain.

Learners receive survey emails at the address on their record, which is often a different company from yours. If a class's survey emails come back as undelivered, send the learner's IT team this page.

#Still nothing?

1. Check the address on your record: an Admin can see it under Manage → Users, and a learner's is on their profile.
2. Search your whole mailbox for send.skovrum.com: a filter or rule may have moved it.
3. Write to support@skovrum.com with the address that should have received the email and roughly when. We can check whether it was sent.