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Email invitation and notification alerts troubleshooting

Updated

First access to the QMS web app is always initiated by an email. Organisation administrators will get an email when they register, which will provide instructions for setting up their account and becoming an administrator. Once they have set up their account, administrators can add their staff as new users on the QMS (refer to Manage Users page). Each new user will receive an invitation email, which will enable them to log on to the QMS.

This guide provides troubleshooting tips for administrators and new users. These steps should be used for any automatic emails which are not being received from the QMS, including email invitations and notification emails.

Tip

It can take us a few hours to verify your details and enable account access so please allow up to one business day to receive your login.

I have not received an email

If you have not heard from us within one business day or have not received an invitation from your administrator, please consider doing the following: 

Step 1

Check your junk folder.

You may have a plugin or filter that has directed the email into your junk folder. If you find the email in this folder, it may be helpful to mark the email as ‘not junk’.

Step 2

Clean out your inbox.

In some cases, if your inbox is full you will not be able to receive new messages. To make room in your inbox, try emptying your junk folder. If you are using Outlook.com, using the Sweep function may also help.

Step 3

Check your inbox sorting or filter options.

If you have applied any filters to your inbox, the order of your emails may be different from the usual. Make sure your inbox is sorted to view the newest emails on the top. 

Step 4

If you are using Outlook.com, check the Other tab.

If you have a focused inbox, it will separate your emails. The email may be located in the Other tab. 

Step 5

Check email forwarding.

If you have set up email forwarding, check that it is set up correctly.

Step 6

Make sure your email account is not blocked.

In some cases, your account could be blocked because your email client may have noticed unusual sign-in activity. If your account is blocked, you will not be able to send or receive emails. 

Step 7

Consult your IT administrator.

Contact the IT administrator or manager of your network to check if any email types (e.g. automated emails) have been blocked.

Confirm with the IT administrator that emails sent from the Centro Assist (e.g. from [email protected] system are not being blocked by your servers.

Step 8

Contact your administrator.

If you are a new user expecting an email from your administrator, contact your administrator and they may assist you with diagnosing the issue. Administrators can assist by initiating the password reset feature (refer to Manage Users page).

Email invitation won't send

If you encounter an error or a staff member informs you that they have not received their invitation email, please consider doing the following:

Step 1

Check that you have entered the recipient's email address correctly.

Ensure the staff member’s email address has been entered without typos.

Step 2

Resend the invitation.

Send the email again (using the password reset function) and check whether the staff member is able to receive the email. If required, ask the staff member to troubleshoot their email account (refer to previous section).

Step 3

Consult your IT administrator.

Contact the IT administrator or manager of your network to check if there are any other issues that could be causing the problem. Confirm with the IT administrator that emails sent from the Centro Assist (e.g. from [email protected] system are not being blocked by your servers.

Step 4

If the issue is unable to be resolved by the above steps, email the Ageing Australia Quality and Governance Team for support at [email protected] ensuring you provide details of what you have already attempted to resolve the concern.

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