Occasionally, respondents will tell you that they haven't received their access code. 99% of the time is is because the email has been accidentally deleted, not recognised or ended up in a junk email folder.

However, there are a few things you can do to check all is well.

1. Check if others are receiving their emails - if not, it is most likely a blocker at your company's servers stopping the email from reaching the recipient. You may want to pass the attached document to your IT department and ask them to whitelist the domain names.

2. Ask the respondent to check their own spam/junk email folders

3. Check you have sent it to the correct address. You can make up to two amends at no extra charge by going to Manage Reports > Edit existing reports

4. Re-send the email again. You can only do this twice. Manage Reports > Resend login information

5. Finally if all else fails you can take an alternative approach and ask the respondent to visit the URLs below and enter their unique access code directly:

For regular assessments - https://www.wiley-epic.com/ 

For Catalyst assessments - https://catalyst.everythingdisc.com/access-code

You can find the access code for them in EPIC by going to Manage Reports > Edit Existing Report and then after searching by name you will find the access code in the bottom left of the box as below.