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Troubleshooting Communications

Why you or your patient may not be receiving emails

Jessica Magri avatar
Written by Jessica Magri
Updated over a week ago

There are several things you can check to make sure that your practice are successful receiving and sending emails to your patients.

Choose a topic from the following:


Why isn't my practice receiving emails and notifications from Semble?

Whitelist Semble

Make sure that the Semble domain is whitelisted by your email provider. The following domains must be whitelisted:

  • semble.co.uk

  • email.semble.co.uk

You may need the Semble IP addresses to set up the whitelist. For more information, contact the Semble Customer Success team at: support@semble.io

Note: Whitelisting is only possible if you have a business grade email address.

Check Spam or Junk Folders

Your email provider may accidentally filter emails and notifications from Semble into your 'Spam' or 'Junk' folders. Check these folders and make sure that you mark Semble emails as not spam.


Why aren't my patients receiving emails and notifications from my practice?

Check Patient Communication Logs

You can check to see whether your email was successfully sent through Semble by going to the Communications tab in the patient record. For more information on how to do this, see here.

From there, you can determine whether the problem is with the patient's email client, or with Semble.

Does the patient have communications enabled?

Check to see whether the patient's Communication preferences allow them to receive emails and SMS messages:

For more information on how to edit a patient, see here.

Is the patient's email and phone number correct?

Check that the patient's email address and phone number have been entered correctly on their Summary page:

For more information on how to edit a patient, see here.

Has the patient checked their spam or junk folders?

The patient's email provider may accidentally filter emails and notifications from Semble into their 'Spam' or 'Junk' folders. The patient should check these folders and make sure that they mark Semble emails as not spam.

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