Active Recipient Not Receiving Emails - Not Going to Spam

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  • Updated 7 months ago
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One recipient on a recently created list in a recently created sub-account is not receiving any of the emails sent to her via Emma. She has checked her spam boxes and they are not there either. She is showing as "Active" and that the two emails in question have been sent to her.

Any ideas about why she's not receiving these?

It's a new sub-account titled "Vancouver Police Department" and the email address is jhobbsiei@gmail.com. The email subject was "VIPS Monthly Voice" for both emails - one sent on Feb. 13 at 4:09 p.m. and the second attempt sent on Feb. 20 at 2:09 p.m.

Thanks.
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City of Vancouver, Washington

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Posted 7 months ago

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Photo of Greg Breal

Greg Breal, Employee

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Hello,

According to the application, it appears that the mailings have been received, but not opened. 

I could not pull any bounce codes for these mailings that would indicate a delivery obstruction either. 

Do you happen to know if this recipient's gmail inbox has filtering enabled? 

If so, could this individual search for your mailings within the "Promotions" tab?

Thank you! 
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Greg Breal, Employee

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Additionally, feel free to follow up on our conversation by emailing "support @myemma.com" and including "ATTN: GB" in the subject line of your correspondence!