There are various system-generated emails that are sent from the IRIS system. Some examples are password reset emails, account invitations, and the Responsible Data Use Agreement email. In some instances, a user may not receive or think that they have not received a system email. This can occur for various reasons.   

Some reasons that a user may not receive, or think that they didn’t receive a system-generated email: 

  • Their email address was entered incorrectly when their account was created. 
  • There is a blank space that was entered as part of their email address. 
  • The IRIS systems email system (Sendgrid) determined that there was a problem with their email address and the system email bounced back. 
  • The system email went to their junk, spam or clutter folder instead of their inbox.
  • They may have changed an email preference in their Profile for a particular type of email, not knowing that it would stop them from receiving certain system emails. 
  • Their local IT email setup has filters in place that block certain types of emails.

Ways to assist a user that is not receiving the desired system emails: 

  • Start by first verifying that they have an existing account in IRIS.  
  • Check to ensure that their email address in IRIS is correct and does not contain any blank spaces, or typos. 
  • If it is a referral-related email that they are not receiving, check their email preferences under My Profile. If necessary, you can share the IRIS help article on managing their Profile Updating My Profile, IRIS Workflow: Email Notifications.  
  • If you have done the previous steps and they are still not getting the system email, you may try to send the email to them directly from the system. 
  • Check the Sendgrid Bounces page on the /admin site to see if their emails are getting bounced back. Enter their email address in the search bar and Search to see if they are listed there. If so, click the Trash Can icon to clear the bouncing. Community - IRIS Admin Login 
  • If all other troubleshooting has been exhausted and they are still not receiving the desired system emails, refer them directly to their local IT department. Explain that all system-related emails come from irisadmin@ku.edu. Their IT team may need to unblock these emails or change filter settings to allow the emails to get through. 

 



Need help? IRIS Support | Last updated: April 17, 2025