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Sending & Tracking Reminder Emails

When users stall at any stage of the onboarding process, reminder emails are your primary tool for nudging them forward. The Admin Console makes it easy to identify who needs a follow-up, preview what they'll receive, and send reminders in bulk.

Customizing Reminder Emails

Before sending reminders, you can customize the email content to match your organization's tone or include additional context for users. → See Customizing Emails Sent to Your Users

When to Send a Reminder

Reminder emails are available from any pending user list on the dashboard. You can send them to users who are stuck at any of the following stages:

  • Activation Pending — assigned users who haven't activated Enpass yet

  • App Setup Pending — activated users who haven't created their vault

  • Usage Pending — onboarded users who haven't added any items

  • Browser Extension Connection Pending — users who haven't paired the browser extension

  • Autofill Usage Pending — users who haven't used autofill yet

How to Send Reminder Emails

  1. On the dashboard, click any pending count link (e.g. "Activation Pending") to open the user list for that stage.

  2. Select users by checking the box next to their name, or click Select all to choose everyone in the list.

  3. Click Reminder email preview to review the message that will be sent.

  4. Optionally, click Send test email to me to receive a sample in your own inbox before sending to users.

  5. Click Send reminder to send the emails to all selected users.

Filtering Users Before Sending

Before selecting users to contact, you can filter the list by how many reminders they have already received:

  • 0 reminders — haven't been contacted yet; highest priority

  • 1 reminder — received one nudge; may just need a second

  • 2 reminders — may need a different approach (e.g. direct outreach)

  • 3 or more reminders — consider escalating to their manager or offering 1:1 support

Use this filter to tailor your outreach rather than sending the same email to everyone repeatedly.

Tracking Reminder Emails

The Reminder Emails Sent column in each pending user list shows the total number of reminders sent to each user. This count includes both:

  • Automatic reminders — sent by the system on a scheduled basis

  • Manual reminders — sent by you as an administrator

Note: When you send a manual reminder to a user, the system automatically skips that user's next scheduled automatic reminder. This prevents users from receiving too many emails in a short period.

Tips

  • Filter for users with 0 reminders first — these are the easiest wins.

  • For users with 3 or more reminders who still haven't progressed, email alone is unlikely to work. Try a direct message, a team announcement, or a short 1:1 walkthrough.

  • Preview the reminder email before sending — knowing what users will see helps you anticipate questions and prepare supporting resources.

  • Pair reminder emails with an internal message (Slack, Teams) for better visibility, especially if company email inboxes are busy.

Troubleshooting Email Delivery

If users report not receiving reminder emails, the cause is usually corporate spam filters or greylisting — not a delivery failure. → See Troubleshooting: Emails Not Received