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Why Didn’t An Employee Receive A Ving Assignment?

Use this guide to troubleshoot email and text delivery, find bounced invitations, understand red icons and flags, fix undeliverable contact information, and resend the assignment.

If an employee did not receive their Ving assignment, the issue usually comes down to one of these things:

  • The employee’s email address or phone number is incorrect.
  • The email landed in Spam, Junk, or Promotions.
  • A Ving text number was blocked.
  • The employee does not have an active contact method.
  • The invitation was marked undeliverable.

Use the guide below to find the problem you are seeing and work through the recommended steps.

Find your problem

What are you seeing? Where to start
The employee did not receive an email Troubleshoot email delivery
The employee did not receive a text Troubleshoot text delivery
There is a red ! The employee has no active contact method
The email icon is red The latest email invitation was not delivered
The text icon is red The latest text invitation was not delivered
You need to find everyone with delivery problems Filter the assignment analytics
Several employees’ invitations are going to spam Contact your IT department

1. The employee did not receive an email

Start by checking the employee’s email address and delivery status.

Make sure the email address:

  • Is spelled correctly
  • Includes the correct domain
  • Still belongs to the employee
  • Has an active inbox that is not full

Even a small typo can keep an invitation from reaching the right person, so check the entire address carefully.

If the address is correct, ask the employee to:

  1. Search their mailbox for “ving@vingapp.com.”
  2. Check their Spam, Junk, and Promotions folders.
  3. Mark the invitation as Not spam or Not junk.
  4. Add ving@vingapp.com to their contacts or safe senders list.

For help with a specific email provider, visit:

Are several employees’ invitations going to spam?

If Ving invitations are going to spam for all or several of your employees, reach out to your IT department. This is likely an email-filtering issue within your organization rather than a problem with the individual assignments.

Ask your IT team to allow emails from:

ving@vingapp.com

How Ving email delivery works

Ving invitations normally come from ving@vingapp.com, although the employee sees the name of the administrator who assigned the training.

The employee’s email provider and your organization’s email security settings ultimately determine whether an invitation reaches the inbox, goes to spam, or is rejected.

Want invitations to come from your company’s email domain?

Your IT team can authorize Ving to send invitations using your organization’s existing email domain. This involves adding the Ving-provided DNS records so email providers can verify that Ving has permission to send on your organization’s behalf.

Learn more about authorizing your email domain for Ving.

 

2. The employee did not receive a text

Start by checking the employee’s phone number in their contact details.

  1. Make sure the mobile number is correct.
  2. Confirm that the employee’s cellular service is active.
  3. Send the employee a regular text outside of Ving.
  4. Confirm that the phone can receive standard text messages.

If the employee receives other texts but not Ving messages, have them check whether a Ving sending number is blocked.

Check for blocked Ving numbers

Ask the employee to make sure none of these Ving sending numbers are blocked:

  • 330-577-9136
  • 330-574-4293
  • 330-574-4390
  • 330-574-4845
  • 330-574-4213
  • 330-574-4883
  • 330-577-9349
  • 330-574-4962
  • 330-577-1291
  • 330-577-9207
  • 330-509-7533
  • 330-509-7136
  • 330-509-7420
  • 330-574-4156
  • 330-577-9586
  • 330-576-9258
  • 330-574-4408
  • 330-574-4231
  • 330-574-4958
  • 330-574-4153

If the employee previously blocked or unsubscribed from one of these numbers, they should text START to that same number. This allows them to receive Ving messages from that number again.

If they are unsure which number sent the invitation, have them check their existing Ving message history.

 

3. What do the red icons mean?

Red icons let you know there is a problem with an employee’s contact information or a recent invitation.

What you see What it means What to do
Red ! The employee has no active contact method Open their contact details and add or reactivate a valid email address or phone number
Red email icon The email invitation was not delivered Verify the email address, correct any problems, and resend the invitation
Red text icon The text invitation was not delivered Verify the phone number, check for blocked Ving numbers, and resend the invitation

After you add or reactivate a contact method, the red ! should disappear. Once an invitation is successfully delivered, the red email or text icon should return to its normal state.

 

4. Why is a contact method marked undeliverable?

Ving marks an email address or phone number as undeliverable when an invitation cannot be delivered to it.

Common reasons include:

  • The email address does not exist.
  • The email domain is misspelled.
  • The inbox is full.
  • The email provider rejected the message.
  • The phone number is incorrect.
  • The phone cannot receive text messages.
  • The employee blocked or unsubscribed from Ving texts.

 

Correct or reactivate the contact method

  1. Open the employee’s contact details.
  2. Find the email address or phone number marked as undeliverable.
  3. Confirm that the information is correct.
  4. Fix any errors or add a new contact method.
  5. If the information is valid, reactivate the contact method.
  6. Save the employee’s information.
  7. Send the invitation again.

 

Only reactivate a contact method after confirming it is correct. Otherwise, the next invitation will likely fail again.

If the employee has another active contact method, Ving will try that method when the original email address or phone number is undeliverable.

 

5. Find everyone with an undeliverable invitation

You do not have to search for delivery problems one employee at a time.

To find everyone with an undeliverable invitation:

  1. Open the course or assignment.
  2. Go to the assignment analytics.
  3. Open the filters.
  4. Filter the delivery status to Undeliverable.
  5. Review the employees shown in the filtered results.
  6. Correct or reactivate each affected contact method.
  7. Send the invitations again.

This is the fastest way to find and fix multiple delivery problems at once.

 

6. Send the invitation again

Once the employee’s contact information has been corrected:

  1. Return to the course or assignment.
  2. Find the affected employee.
  3. Select the option to send the invitation again.
  4. Review the message.
  5. Send the invitation.
  6. Check the delivery status to make sure it was delivered successfully.

 

7. Still not working?

Contact Ving Support if:

  • The contact information is correct, but delivery still fails.
  • Your IT team has approved Ving emails, but employees still cannot receive them.
  • An employee cannot restart text messages by replying START.
  • None of the Ving sending numbers are blocked.
  • You are unsure why a contact method was marked undeliverable.

Email support@vingapp.com or call 330-574-8022.

 

To help us troubleshoot faster, include:

  • The course or assignment name
  • The employee’s name
  • The affected email address or phone number
  • The delivery status shown in Ving
  • The approximate time the invitation was sent
  • A screenshot of the warning or delivery status, if available