Do any of these statements ring a bell?
- "I subscribed to the newsletter but I never got one in my email."
- "I followed the instructions to change my password, but I never got the password back from The System."
- "I didn't get an order confirmation email."
Sometimes "auto-send" emails (no human involved) don't come through to the customer.
- Sometimes the email lands in the end-user's junk, spam, or trash folders.
Look there first.
- Sometimes the ISP doesn't allow the pass-through of auto-send emails. Cable company ISPs and Apple's email services seem to have this issue more than other ISPs...but it happens with Gmail and Yahoo and others. If you have an Apple email address, be sure to read the text in red at the bottom of this FAQ.)
- Sometimes, it has to do with the end-user's security settings.
In almost every case, this problem can be solved by "white listing" our email addresses in your email system. To learn how to do this, find the user manual for your device and learn how to white list email addresses. Then, add these addresses to the white list.
- CustomerService@ware-pak.com (shipping confirmation)
- xrywlw.shared.klaviyomail.com (newsletter)
- firstname.lastname@example.org (newsletter, order confirmation)
- email@example.com (product and order questions)
- firstname.lastname@example.org (purchase orders, charter schools)
This list will be edited from time to time, so please check back for new addresses if you are missing an email you expected to receive from Well-Trained Mind Press or our fulfillment center, Ware-Pak.
In some cases, you can white list an entire domain; if so, then you need only white list @ware-pak.com, @xrywlw.shared.klaviyomail.com, and @welltrainedmind.com.
Apple email addresses (@iCloud.com; @me.com; @mac.com) seem to experience this problem quite frequently. Here are the instructions for users of these email systems. (Instructions found by search engine; date of article August 10, 2022)
To white list all email from a specific domain in the Mail app in Mac OS X or macOS:
- Select Mail | Preferences from the menu bar in Mac OS X Mail.
- Click the Rules tab.
- Click Add Rule.
- Type a name in the Description field, such as "Whitelist: welltrainedmind.com" to identify the new rule.