Emails you send from Lebra go out through your own connected email account. If a recipient says they never got your email, or they see it as sent "on behalf of" someone else, work through the checks below in order. Most delivery problems are solved in the first two steps.
1. Check that your email account is connected
Steps
Navigate to Settings → General.
Look under Connect Calendar/Email.
If you see an Account connected badge next to Disconnect Account, your account is connected. Go to step 2.
If you see Account Reconnect required, your connection has stopped syncing. Click it and sign in again.
If you see Sign in with Google or Connect Outlook Account, no account is connected yet. Follow Connecting Your Calendar & Email.
Note: Lebra also checks your connection when you open the email window. If it isn't connected, you'll see Connect your Google account (or Connect your Outlook account) or Account Reconnect required instead of the email editor, and the Send emails and Send later buttons stay unavailable until you connect.
2. Make sure you connected your own mailbox
The email account you connect must be the same email address as your Lebra account. Lebra sends from whichever mailbox you signed in to when you connected. If you signed in to a different mailbox, such as a shared office account, a colleague's account, or a personal address, your emails go out from that mailbox instead.
This is usually the cause when:
Recipients see your email as sent "on behalf of" someone, or from an address that isn't yours.
Replies go to someone else's inbox.
Emails never arrive, even though your account shows as connected.
To fix it, reconnect while signed in to your own mailbox
Go to Settings → General. Under Connect Calendar/Email, note the email address shown in the description. That's your Lebra account email.
Click Disconnect Account and confirm.
Click Sign in with Google or Connect Outlook Account.
When the Google or Microsoft sign-in page opens, choose the account that exactly matches your Lebra email. If a different account is already selected, use Use another account or sign out of it first.
Finish the sign-in prompts. You'll return to Settings with an Account connected badge.
Send a test email to yourself or a colleague to confirm it arrives from your address.
Tip: If your browser is signed in to more than one Google or Microsoft account, try reconnecting from a private or incognito window so you only sign in to the right one.
3. Give group emails time to send
When you email several people at once, for example with Email all from the Today page or a group, Lebra doesn't send every email at the same moment. Emails go out one at a time, a little over a minute apart.
After you click Send emails, you'll see a message like "Great job on connecting with 30 people! Your emails will be sent in ~42 minutes." That estimate is how long it will take for the last email to go out. The first recipients get theirs within a few minutes, and the last ones get theirs near the end of that window.
You don't need to keep Lebra open while your emails send.
If someone near the end of the list hasn't received theirs yet, wait until the estimated time has passed before sending again, so they don't get a duplicate.
4. Check the status of scheduled emails
For emails you scheduled with Send later:
Click your profile icon in the top-right corner of Lebra.
Select Scheduled.
Check the status badge on the email:
Pending — waiting for its send time (on the Upcoming tab).
Sent — Lebra handed the email to your email provider (on the Completed tab).
Cancelled — it was cancelled and won't send.
Failed — it couldn't be sent.
If a scheduled email fails to send, Lebra automatically tries again about every 20 minutes, for up to two hours after its original send time. If it still can't be sent, it's marked Failed. For some types of email accounts, Lebra marks the email failed without retrying, so the recipient doesn't get duplicate copies.
If you see Failed, complete steps 1 and 2 above, then send the email again. For more on scheduling, see Managing Scheduled Emails.
5. Check the recipient's email address
Open the person's page in Lebra and confirm their email address is correct.
If the Send email button on a person's page is unavailable, that person doesn't have an email address in Lebra. Ask your Lebra administrator to update their record.
6. Ask the recipient to check spam, and check with your IT team
If the email shows as sent but the recipient still can't find it:
Ask the recipient to check their Junk or Spam folder, and any Other, Promotions, or Clutter tabs.
Ask your district's IT team to check whether the message was held in quarantine by your email security filters. IT can release the messages and adjust the filter if needed.
If the recipient is outside your district, their organization's filters may have blocked the email. Their IT team can check.
When to contact support
Contact [email protected] if:
Recipients still see "on behalf of" or the wrong sender after you've reconnected with your own mailbox.
Emails keep showing Failed after you've reconnected.
Your account shows Account Reconnect required again soon after you reconnect.
IT confirms nothing was quarantined, but the email still didn't arrive.
To help us look into it quickly, include the recipient's name, the email subject, and the approximate date and time you sent it.