Here are some issues that our users occasionally experience and tips for how to solve them. Of course, please feel free to get in touch with us at any time for help.
1. I sent a client a test, but they never got the email.
The email has most likely been sent to a spam folder or rejected as spam. You can try the following to resolve the issue:
- Ask the client to check their spam folder for the email and to whitelist emails from truity.com. To send another email, find the client on your Manage Clients page and click the "Remind" link to the right of their name.
- If you are emailing a group within the same organizational email system and no one within the group has received our emails, if possible, ask the organization's IT department to unblock the messages or whitelist the truity.com domain.
- If the two options above do not work, you can use the Client Code feature to invite your group to take a test instead. This method allows you to send your group a personalized login link and test code using your own distribution method instead of sending test invitations through the Truity email server. For instructions on enabling and using the Client Code, see Client Code Feature.
2. A client told me they took the test but my Manage Clients page shows they haven't taken it yet.
This typically happens when the client did not use the test link provided to take the test. If a client takes a test as an individual user, without using the test link provided to them, their test results will not be linked to yours.
- Please contact us. If we can locate the client's test results, we can usually link them to your account.
3. When client uses the test link in the test invitation email, they're taken to an error page.
This typically happens when an organization uses a network security application that has altered the test link as part of its security protocol. You may be able to verify if this is the case by hovering over the test link in one of the emails sent to a client. If the URL includes a domain other than www.truity.com, that typically means the URL has been altered and is now defective.
- You can contact the organization's IT department to ask them to correct the problem; however, in most cases it will be most efficient to switch to using the Client Code feature to send tests to your group instead of sending them tests via your Manage Clients page.
- For instructions on enabling and using the Client Code, see Client Code Feature.