This article provides information on a portion of the Absorb LMS Admin Experience that has been upgraded to the refreshed Admin Experience (AE).  Click here to learn more about this free upgrade available to you.


Simple Mail Transfer Protocol (SMTP) is an application that is used to send, receive, and relay outgoing emails between senders and receivers. When an email is sent, it's transferred over the internet from one server to another using SMTP.

The primary reason for using custom SMTP is to use your own email address (i.e. for all of the LMS emails in order to provide a more immersive experience for your learners. Using your own email domain will also ensure that emails from the LMS don't get blocked by spam filters and/or firewalls.

Important FYI

  • When sending large groups of emails from the custom SMTP service, it is important to know that some email services such as Gmail limit the amount of emails that can be sent both per minute and per day. Once that limit is reached, the email service will reject further connections from Absorb's SMTP connection. Therefore, very large groups of enrollments, user creation, or other email groups may experience dropped/missing emails even when sent from this custom SMTP. Please confirm with your email service if there are limits on your account.
  • If you have Multi-Factor Authentication (MFA) enabled on the account, then you may need to either set up an App Password for this, or switch to using an SMTP relay if your Custom SMTP server does not support "App Passwords". Here are helpful links with further information:
  • Absorb is not responsible for the configuration and troubleshooting of third-party SMTP services.
  • Absorb does not support sending messages directly as a client's email domain through the LMS.
Setup in Absorb

Setup Steps

To implement custom SMTP settings within you portal, you will need to navigate to your portal settings. On the Info tab, scroll down until you see the Enable Custom SMTP toggle. Once turned on, you will be required to input the following information:

  • Server: SMTP Server Address, e.g.
  • From Email Address: eg.
  • SMTP Security: You can choose between None or TLS (Transport Layer Security) encryption
  • Port: The associated port on the server
  • Username: This is usually the same as the From Email Address, but may be different depending on your settings
  • Password


SMTP Test Tool

The SMTP Test Tool will aid you in troubleshooting email-related issues by helping identify if the unexpected behavior stems from Absorb's infrastructure or if the client-side configurations need to be investigated.

The tool is available to System Admins and Custom Roles that have been duplicated from the default Absorb LMS System Admin Role.

This tool is nested in the Admin Experience > Help & Support Menu > Test Email Settings.


Instructions: How to Use the SMTP Tool

  1. Beginning from the Admin Experience, click the Help & Support menu button.
  2. Click the Test Email Setting button. The tool modal will open (SMTP Health Check).
  3. Configure the SMTP Health Check form. See table below.

  4. When you are finished configuring the form, click the Send Test Email button.

    • This will trigger the system to create and send the test email message to the address provided.  The tool will show a success or error message, based on the test results.

    • Note: Click the Cancel button to abort the process.

Field Details
Email Address

Enter the email address you want to send the test email to. This value must match the appropriate email format: Example:

This is a required field.

Subject Line

The Subject Line cannot be modified. The default value is: Absorb LMS Email Test.

This is a required field that is auto-populated.


The email Body is pre-populated with default messaging, which can be updated if needed.

Note: This field is plain text. No additional formatting options are available.  The maximum character limit is 2000.

This is a required field.


Troubleshooting Tips

If the tool reports Success, but no email is received...

  • Check spam folders.
  • Check settings of the email client.
  • Once successfully run (and the tool displays the success message), the LMS loses sight of the message. Absorb is unable to troubleshoot from that point onwards.
Was this article helpful?
2 out of 2 found this helpful