Check your spam folder
Sometimes, your email client may incorrectly mark emails from The Key Support as spam. It's worth checking your spam/junk folder to make sure our emails haven't been filtered into there.
To prevent emails from going to your spam folder, see below.
Add The Key Support to your contacts or Safe Senders list
To make sure The Key Support emails aren't blocked or filtered into your spam folder, add our email addresses to your email contacts or Safe Senders list. The email addresses to add are: [email protected]
Check with your IT provider or school IT support team
If the above solutions haven't worked and you're still not receiving emails from us, it would be worth getting in touch with the IT provider for your email address.
We often find that The Key Support emails are blocked for people with school email addresses (e.g. [email protected]) due to the strict email firewall settings set up for schools.
Your IT provider should be able to whitelist The Key Support emails to allow them to get through to you. If there are any emails 'stuck' in the filter, the IT team will be able to 'release' these to your inbox. Additionally, even if email delivery logs show successful delivery, the email may still be intercepted by school or trust email filters. To resolve this, ask your IT team to release the intercepted emails and ensure that emails from The Key Support are added to the allowlist (also known as whitelist) or adjust email settings as recommended.
Managing Duplicate Notifications If you're receiving duplicate notification emails, you can stop the extra copies while still getting essential notifications. To do this:
Open your profile settings on the platform.
Disable the optional "copy" notification setting. This ensures you receive only one email per notification.
Get in touch with The Key Support
If you've tried all the steps above and still aren't receiving The Key Support emails, get in touch with us via the blue circle in the bottom right corner of the site, or email [email protected] and we may be able to help.
What to do if you’re not receiving emails from GovernorHub
Troubleshooting steps to make sure you can receive GovernorHub emails can be found in this article.
Want to talk to us directly? Select the chat button (speech bubble icon) in the bottom right hand corner of the page. We're available Monday to Friday, 8:30am–5pm (excluding bank holidays).