Note
This article is for Pulse Coordinators and school IT Administrators.
Email issues usually occur when users are enrolled into Student Pulse or Staff Pulse with incorrect emails or when they no longer attend the school.
Ensure users’ email addresses are correct.
You can edit students' and staff members' emails on the Enrolments page. Follow the instructions provided in these guides:
For Student Pulse, see Edit students and staff in Student Pulse.
For Staff Pulse, see Edit staff in Staff Pulse.
Check your school’s spam filter.
If users are not receiving Pulse emails even if their email addresses are correct, ask your IT Administrator to check if your school’s spam filter is blocking Pulse emails.
If you’re an integration school, check if the users are still with the school.
Check your SIS (School Information System) to see if the students and staff with unresolved emails are still with your school. If they are not, resync your enrolments to delete them from Pulse.
If you imported school data into Pulse using spreadsheets, unenroll the user if they are no longer at the school.
To unenroll users:
Go to Settings > Student Pulse or Staff Pulse > Enrolments.
Find the user and select the Delete icon (bin) on their row.
Select OK on the confirmation prompt.
Allow Pulse’s domains and IP addresses
If your school’s mail server rejects Pulse emails, ask your IT Administrator to create an 'Allow' listing for Pulse's domain and IP addresses. An ‘Allow’ listing is a list of approved URLs, mail servers, applications, IP Addresses and domain names that a secured network user can access. It is a cybersecurity measure employed by Network Administrators to safeguard computers and networks from potential threats and unwanted material, whether on local networks or the internet.
Following are the Pulse domains and IP addresses to be allowed for each region.
Australia, New Zealand and Asia
Pulse sends emails from the following IP addresses:
69.169.234.239
69.169.234.240
Pulse sends emails and notifications from:
We host the ANZ/Asia Pulse app at https://pulse.educatorimpact.com
Note
Schools that previously added ap-southeast-2.amazonses.com to their allowlist should replace it with mail.educatorimpact.com
United Kingdom, Europe and the Middle East
Pulse sends emails and notifications from the following IP addresses:
23.249.219.155
23.249.219.156
Pulse sends emails and notifications from:
We host the UK Pulse app at https://pulse.smoothwall.cloud
North America
Pulse sends emails and notifications from the following IP addresses:
54.240.121.148
54.240.121.149
Pulse sends emails and notifications from:
We host the Pulse app at https://pulse.linewize.io