Why was the Email or SMS not sent?

If you are sending to a number of students and including staff members, and the comms fails to send, please check:

Is there a dynamic field contained in the body of the email?

If sending an email to both students and staff, please do not use dynamic fields, as using these in the body of an email will cause it to fail.

Have you sent the email to more than one adhoc email address?

In the Email Directly field, separate email addresses with a comma then space NOT a semicolon.

Is there an attachment included in the email?

Make sure it is one of the following accepted file types: “bmp”, “csv”, “doc”, “docx”, “gif”, “jpeg”, “jpg”, “odt”, “pdf”, “png”, “rptdef”, “text”, “txt”, “xls”, “xlsm”, “xlsx”, “xml”, “zip”

  • Make sure the attachments are less than 9.54MB in total - more than this and the email will not send.
  • Ensure that the attachment file name does not have any symbols or characters in, if it does please amend the filename and re-upload the attachment.

Where possible, we would recommend not sending messages to both student contacts and staff members.

If something goes wrong when sending an SMS, we'll let you know. When this happens, credits for your SMS won't be deducted from your total.



Error message when sending first email using Comms

If you are new to the Comms module and receive an error like the one below when sending emails, this will need to be resolved for you.

  • If your school is supported by ScholarPack directly, click the 'Contact Us' button in the top right of the Help Centre
  • If your school uses a Support Partner, please contact them. Click their name in the top right of your ScholarPack above the search box for their contact details.


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