This guide is for System Admins checking outgoing emails recorded by their course provider’s Cademy account. It explains where to look, what a status establishes and what to check when an email is missing.
Choose the right record
Contact: a customer record. Use its Emails tab for messages recorded as activity for that person.
Order: the whole booking. Its Emails section includes messages linked to the booking, which can have different recipients.
Registration: one participant’s place on a course. Its Emails section shows messages linked to that place, including eligible order emails for that participant.
Team member: a Facilitator, Course Owner or System Admin. Their Messages tab is separate from a customer Contact.
Form response: one submission to a General or Feedback form. Its Emails section shows messages linked to that response.
These email-history screens are available to System Admins. If you are a Course Owner or Facilitator, ask a System Admin to check the relevant record. A person can be both a customer Contact and a team member; those histories are not interchangeable.
Inbox is not a general Sent folder. It shows conversations. Use the appropriate record’s email history to investigate an outgoing message.
View emails recorded for a contact
Open the Cademy Admin dashboard and log in to the correct provider account as a System Admin.
Select Contacts, search for the person, then open their record.
Select the Emails tab, in the row of tabs that starts with All Activity. On a smaller screen, select Activity first.
Find the message by subject, date, time and status. The newest activity appears first.
Select the email row to open View Message.
This is recorded Contact activity, not a complete archive of every email sent to that address. Some automated notifications are excluded from this tab. If the email concerns a booking or form response, also check that linked record. A missing Contact entry does not prove that nothing was sent.
An email composed from Contacts is recorded for the Contact. Choosing that person does not automatically link the email to every Order or Registration they have.
View emails sent to a team member
In the Admin dashboard, open Users & Facilitators.
Find and open the person. For an archived user, first choose Archived in the Status filter.
Select Messages.
Find the message by Subject, Status and Sent. The newest message appears first.
Select its row to open View Message.
The list starts with 25 messages per page. Use the page controls or rows-per-page selector for older messages. This tab has no message search or filters. Its number counts recorded messages, not unread messages; an empty history has no number.
The history is limited to messages recorded for that team member and the current provider account. It can include facilitator and administrative notifications, but does not include the separate user-invitation and account-access email workflows. Archiving does not erase recorded history.
Older messages are not guaranteed to have been recorded or linked. Do not use a date mentioned in an empty-history explanation as proof that a particular earlier message was or was not sent.
View emails connected to an order
In the Admin dashboard, open Orders. Search or filter to find the booking, then select its order row.
In the order panel, scroll below Invoices & Payments and open Emails.
Find the email by subject, recipient, date, time and status. Select its row to open View Message.
The Order history shows messages linked to the whole booking. Check the recorded recipient: a confirmation, invoice, participant email and staff notification need not go to the same person. BILLING is the label used for external recipients; STAFF marks a team-member recipient. Participant recipients do not have either label.
The newest 10 messages appear first. If more exist, select Load More. The Showing … of … emails count is below the list.
View emails connected to a registration
In the Admin dashboard, open Registrations. Search for the participant or Registration code and select the registration row.
In the registration panel, scroll to Emails and open that section.
Find the email by subject, recipient, date, time and status. Select its row to open View Message.
If there are more than 10 messages, select Load More to see older entries.
This history includes messages explicitly linked to that Registration. For an Order-based Registration, it also includes order emails linked to the same participant when the message was not assigned to one specific Registration. This means an older order-level message can appear on several places held by the same person on that Order.
An Order email sent only to a separate billing recipient, staff member or another participant is not automatically included through that participant match. Forwarding an email preserves its original record links, so always check To rather than assuming every row went to this participant.
View emails connected to a form response
In the Admin dashboard, open Forms and select the General or Feedback form.
Select Responses if it is not already selected. Find the submission and select its row.
In the response panel, open Emails.
Select a recorded email to open View Message. Use Load More if more than 10 messages are available.
This section contains emails linked to that response. An empty section does not establish whether other emails were sent to the person. Checkout forms do not have this Responses tab; check the associated Contact, Order or Registration instead.
Understand the email status
A status is a recorded signal, not proof of everything that happened afterwards. Cademy prioritises some events over others, so the badge is not necessarily the latest event in time. Read any failure details as well as the badge. Labels are shown in capitals in the email-history interface; some use underscores.
Waiting or accepted for sending
PENDING or SENDING: processing has not yet established delivery. These labels alone do not prove that processing is still progressing.
SENT: the delivery service accepted the send request. It does not confirm acceptance by the recipient’s mail server.
Delivery and tracking signals
DELIVERED: the recipient’s mail server accepted the message. It can still be placed in spam or another folder; this does not prove it was read.
OPENED: an open-tracking image was loaded. Privacy protection, image settings and automated activity affect tracking, so this does not prove the intended person read the message.
CLICKED: a tracked link was requested. Automated security checks can follow links, so this does not prove the intended person selected it.
Delays and unsuccessful attempts
DELIVERY_DELAY: the delivery service reported a temporary delivery problem. It is not confirmation of final delivery or permanent failure.
BOUNCED: delivery was unsuccessful, for example because the receiving server rejected the message. Open the message to check any recorded reason.
COMPLAINT: a spam complaint was reported. Contact Cademy Support before sending another copy.
REJECTED: the delivery service rejected the message.
RENDERING_FAILURE: the delivery service could not prepare the message correctly for sending.
FAILED: a send attempt failed. Check any available error details; this label alone does not identify its cause.
BLOCKED: the email was prepared but not sent because emailing is disabled for the provider account. Contact Cademy Support about enabling emailing.
UNKNOWN: no status is available on the record. It is not a delivery result.
For example, a message marked DELIVERED that the person cannot find is not proof that they overlooked it. Check the recorded recipient and ask them to check spam or junk; their mail server’s acceptance does not establish inbox placement.
Open the message and inspect its details
Selecting an email row opens View Message. Check the recorded To address first. The dialog also shows From, Subject, Status and Sent, or Prepared for a blocked message. The displayed time comes from the email record, not a proof-of-reading timestamp.
The message body, recorded attachment filenames and available failure details appear below. An attachment filename does not prove that Cademy can still retrieve the file. Use the top-right close button to leave the dialog.
Opening history or a message does not send an email. In View Message, selecting Resend sends immediately, without another confirmation. Forward opens a recipient-selection dialog; its final Forward button sends the copy. Do not select those actions merely to check delivery.
Resend and Forward are different
Resend uses the original recorded recipient, not an edited Contact address. Forward uses the Contact you select and is not available in team-member Messages. Both copy the original subject and content without regenerating personal links or booking details. Forward can omit unavailable attachments; Resend requires the recorded attachments to be retrievable. Check content, recipient and attachments before sending another copy.
To resend, open the email in View Message and select Resend. Email has been resent successfully. appears when the request succeeds, and the new copy is recorded as a separate message.
Forward to a different contact
Open the email in View Message from a Contact, Order, Registration or form response and select Forward.
In Forward Message to..., search for and choose the contact. Contacts without an email address are not offered. To send to someone who is not a contact yet, choose Create new contact... and enter their details, including an email address.
Select Forward. Message has been forwarded successfully. appears when the request succeeds.
If an email is missing or history will not load
Check the current provider account, your System Admin role and the correct record type. A customer Contact and a team member are different records.
Check the recorded recipient on the linked Order, Registration or form response. A message need not appear in every connected person’s history. Contact activity excludes some notifications.
Load older results using the team-member page controls or Load More on Order, Registration and form-response histories. The available history is not a guarantee that every older email was recorded.
Refresh the record if you are checking a recent message or updated status. A missing entry does not prove sending failed; do not send repeated copies on that assumption.
If loading an additional page fails and Try Again appears, select it. If the initial list or message body fails to load, refresh the page. If it still fails, contact Cademy Support with the provider account, record, recipient, approximate send time and displayed error.
If a recorded email did not arrive, check To, the status and any failure details. Ask the intended recipient to check spam or junk. For BLOCKED, COMPLAINT or repeated failures, contact Cademy Support before retrying.
Check a bulk email by recipient
Check the individual recorded email for each relevant recipient in Contact, Order or Registration history. One person’s Delivered status does not establish delivery to everyone selected for the bulk send.
Related guides
Frequently asked questions
Why is an email on the Contact but not on the Order?
Contact activity and Order history use different record links. An email composed from Contacts is not automatically attached to a booking. Check where it was sent from and the recorded recipient.
Why is there more email history on an Order than a Registration?
An Order covers the whole booking and can include emails for participants, billing recipients and staff. A Registration shows messages linked to that place plus eligible order-level messages for its participant.
Why does one email appear on several Registrations?
If one person has several places on the same Order, an email recorded for that Order and person, but not one specific Registration, can appear on those places. Check To, subject and recorded time before treating it as a separate send.
Does Delivered mean it reached the inbox?
No. It establishes acceptance by the receiving mail server, not the folder used or whether the intended person read it.
Does Opened prove the person read the email?
No. Tracking is affected by image loading, privacy protection and automated activity. It is not proof of reading.
Why is a user invitation missing from team-member Messages?
Invitations and account-access emails use separate workflows. For a pending invitation, open Users & Facilitators, choose Pending in Status, open the person and check the email address. The three-dot User actions menu has Resend Invite; selecting it sends another invitation. If it reports a legacy-invitation error, contact Cademy Support rather than cancelling and replacing the invitation.
Does opening Emails send anything?
No. Opening history or View Message is read-only. Resend sends immediately; Forward sends when you select the final Forward button in its recipient dialog.
Why can I not find an outgoing message in Inbox?
Inbox is for conversations, not a general archive of every outgoing email. Check the appropriate record’s email history and its recipient.