Most emails that seem to be missing are in another folder, went to an address you no longer read, or are ones you have not asked for. Go through these checks in order.
Check your mailbox
- Look in your spam or junk folder, and in any tabs your mailbox sorts mail into, such as promotions or updates.
- Search your mailbox for "TaleTykes". Every email we send to a family ends by saying why it came from TaleTykes, so a search finds it even if the subject does not mention us.
- If you find one of our emails in spam, mark it as not spam, so the next one lands in your inbox.
- Give it a few minutes. Most of our emails are sent from a queue, so they can take a little while to arrive.
Check the address on your account
Open Settings, then Account and security. The "Email address" card shows the address under "You sign in and hear from us at". To change it, enter the new address and your password, then open the links we send; Changing your email or password walks through it.
If we have stopped writing to your address
If mail to your address comes back to us undelivered, or one of our emails is reported as spam from your mailbox, we stop writing to that address. Your pages then say so:
- your home page shows "Our emails to you are not arriving";
- Settings shows "We cannot reach you by email";
- Account and security shows "Mail to this address is coming back".
Changing to an address that works starts our emails again. If you confirmed your current address, the change starts with a link sent to that address, so if that mailbox no longer works, or the address shown is right and you still see one of these messages, ask us through Help in your dashboard instead.
Emails that only come if you ask
Three emails are off until you switch them on in Settings, then Emails and reminders.
| When it comes | |
|---|---|
| "A summary on Mondays" | On a Monday, and not at all in a week when nobody read anything. |
| "A nudge before bedtime" | An hour before the earliest bedtime you have set, once a day. It needs at least one reader with a bedtime. |
| "Hearing about new things" | A few times a year at most. |
Everything else we send is about your account or your children's books, and it is sent whether or not these are on. Emails we send lists them all.
Links that run out
- Setting a new password. The email is called "Set a new password", and its link works once, within an hour. If it has run out, ask for another on the Forgotten your password? page. That page always says a link is on its way, whether or not the address has an account, so use the address you signed up with. See Resetting your password.
- An invitation to read along. The email is called "You have been invited to read along", and its link works for 7 days. If it never arrived or has run out, withdraw the invitation in Sharing with other grown-ups and send a new one. See Sharing with another grown-up.
- Confirming your address. "Confirm your email address" is sent once, when you sign up. Your account works whether or not you open it; Confirming your email explains more.
Replies from us
When we answer a question you asked in your dashboard, the email we send is called "We have replied", followed by your subject. It does not contain the answer; the answer is on your Help page. We never email your child.
Still nothing
Tell us which email you were expecting and roughly when. Signed in, use Help in your dashboard, where our answer appears on the page, so it reaches you even while email does not. Signed out, write to support@taletykes.com or see Contact.