Knowledge Base for Investigators

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Knowledge Base for Patients

Why is My Patient Not Receiving the Email?

There are several potential causes as to why an email may not have successfully delivered to the patient. To troubleshoot, please review the following issues and proposed solutions:

ISSUE 

RESOLUTION 

Mistake in setting commencement date 

Correct the commencement date within the case 

Also review How to Schedule a Notification Within a Patient’s Time Zone 

Misspelled patient’s email 

Typo in a patient’s email could be fixed by editing a Case or the Patient Contact Information. After saving your respective edits, a new email will automatically be sent without a necessity to manually resend an invitation email. 

Email landed in Promotions or Spam/Junk folder 

Advise your patients to check their Spam/Junk or Promotions folders to find the enrollment email from Benchmarc (notifications@incytes.com). 

Learn how to Whitelist the inCytes™ email address, so that the email will not land in the wrong folder. 

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