Help Centre

Emails or texts aren't arriving

What to check when a reference request, upload link, reminder or survey doesn't reach someone.

1. Check the result message. Most sends show "sent" or "failed" with a reason straight away (for example on the Documents tab after Send request, or after sending a survey or exit survey).
2. Check the details on the profile. Make sure the email is spelt correctly and the mobile is an Australian mobile.
3. Ask them to check junk or spam, and to search for emails from Workforce Ignite.
4. Send the link another way. Most features let you copy the link: Copy link on a reference, Get link or Pending requests → Copy for documents, and Get shareable link for announcements. Send it by your own text or email.
5. Resend. Use Resend on a pending reference. For documents, copy the still-valid link from Pending requests, or create a new request.

Note: Our emails come from a no-reply address. If people reply and you never see it, set Settings → When someone replies to our emails.

Related articles

• Request documents with a secure upload link
• Request a reference
• Email signatures and where replies go

Last reviewed 2026-10-13.