The Apprentice is expected to receive a welcome email from Multiverse shortly after enrolling. The email is titled:
"Welcome to Multiverse! Let's get started 🎉"
It contains the first calendar invites, onboarding module instructions, and the name of the assigned Coach. If the email has not arrived within 24 hours of enrolling, this article explains why and what to do next.
Why the email might not arrive
The most common cause is the employer's email security system. Many large employers and universities use filters that automatically block or quarantine messages from senders they do not recognise. Multiverse is a new sender for most employers, so this happens more often during the first week of onboarding.
The email is not lost. It is held by the employer's IT system until released.
How to find the email
Follow these three checks in order.
Step 1: Check the spam or junk folder
Open the email account used to enrol with Multiverse. Search for "Multiverse" in the spam, junk, or quarantine folder. If the email is there, mark it as "not spam" or "safe sender" to allow future emails through.
Step 2: Check the employer's email quarantine
Some employers run a separate quarantine that sits outside the inbox. The system usually sends a daily or weekly digest listing held messages. Check the most recent digest for any message from Multiverse and release it if listed.
Step 3: Ask the employer's IT team to release the email
If the email is not in the inbox, spam folder, or quarantine, the employer's IT team has blocked it at the gateway.
Forward the following request to the IT team:
"I am enrolled on a Multiverse apprenticeship programme and an expected email from Multiverse has not arrived. The email is sent from @multiverse.io. Please could you check the email security system, release any blocked messages, and add multiverse.io to the safe sender list so future emails are delivered."
The IT team can release the original email and prevent the problem from recurring.
What to do if the IT team cannot help
If the IT team cannot release the email or whitelist the sender, contact Multiverse Support through the chat icon in the bottom right of this page. A Support agent can confirm the enrolment, resend the relevant information, and provide alternative access to the first onboarding steps.
Frequently Asked Questions (FAQs)
Questions | Answers |
Question: Is the welcome email genuine? | Answer: Yes. The welcome email is a genuine Multiverse onboarding message sent from |
Question: Can the email be sent to a personal email address instead? | Answer: The work email address is preferred because the apprenticeship is delivered in partnership with the employer. Contact Multiverse Support Team if a switch is required and the work address cannot be unblocked. |
Question: What does the welcome email contain? | Answer: The welcome email contains calendar invites for the first sessions, instructions for completing onboarding modules on the platform, and the name of the assigned Coach. |
Question: How long should the email take to arrive? | Answer: The welcome email arrives within 24 hours of enrolment. If 24 hours have passed, follow the three steps above. |