Recipients say they haven't received my email campaign

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I'm not sure how to tell if someone got my email or not. This is based off last week's Teacher Escape Information Email. We sent out an email b/c our programs are down because of the government shut down. Two teachers have emailed me today wondering what was going on, and did not get the email. They claimed they checked the junk mail, and it wasn’t there either. They are NOT on the Emma list as reading the email. I'm confused.
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Great Smoky Mountains Institute at Tremont

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Posted 5 years ago

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Katie Lewis, Official Rep

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Official Response
I'm glad to speak to this. When you click Send and Emma reaches out to deliver your email campaign, she makes contact with each recipient's server. If the server tells Emma to go away, the email address is marked as having bounced on that campaign's response page. If the server tells Emma to come right in, the email is marked as having been received, and that's where Emma's job ends. But if the server later changes its mind and decides not to deliver the email after all, Emma has no way of detecting that.

I believe the latter is what's happened here. Looking at your most recent campaign, called Important Photo Workshop Information, all email addresses are marked as having received the campaign. But since you've heard from folks saying they didn't receive it, the server is likely blocking your emails.

You can find some more in-depth information on Email Delivery Here.  

There are a couple steps you can take to let your server know that it's OK to deliver emails sent on Emma's domain:
  1. Whitelisting: Ask your IT Department to whitelist Emma's sending domain and IP range, found at the bottom of this link, if you're having internal delivery issues.
  2. Setting your SPF record: For external delivery woes, ask your IT Department to register Emma as an authorized sender on your behalf.
After taking these steps, you should have much better luck with delivery. Let me know if you have any questions!
(Edited)
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Bonnie Krahn

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This reply was created from a merged topic originally titled
I send emails to a company where Emma emails always come back undeliverable. Is there a way I can fix this?.


In the past, Emma emails used to go through to this company fine, but now their server rejects Emma emails, even though regular emails through Outlook go through. How can I be sure our Emma communications are getting to them?
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* CORPORATE

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This reply was created from a merged topic originally titled
Clients consistenly not receiving my emails.


Hi,
I am consistently getting clients complaining that they are not getting the emails I am sending. I have had them look in spam, trash, everywhere. I am double checking email address and sending things multiple times and still they are not getting the emails. Do you know why this might be happening?

Christy Imber
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ACCES

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I have exactly the same issue. There are a high number of our donors and supporters who say they NEVER get our emails, and they are associated with at least four different ISPs, plus two webmail platforms - Google and Hotmail. I also do not get any of the emails to the four different addresses I have in the distribution list.
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Katie Lewis, Official Rep

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I’m sorry to hear it! Have you checked out the whitelisting and SPF record steps above? I think having your IT contact take those steps will improve the results you’re seeing after sending your mailing. Keep me posted!
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ACCES

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We've done it all, still no improvement.
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Katie Lewis, Official Rep

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Thanks for letting me know! Is the address you’re having trouble with dale@acceskenya.org? I’m seeing that a member record was created for "dale@acceskenya.org,dale,albertson” and mailings have been sent to that address. But since it isn’t formatted properly, it wouldn’t be expected to go through.

Would you mind having the team administering your @acceskenya.org domain amend the DNS so that the IP address has a pointer record (PTR) back to the correct domain? The test I’m running here isn’t finding that domain, and this should improve the overall delivery rate.
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ACCES

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Sure, but these others also did not get the email: globalsolutions@shaw.ca, albertsondale@gmail.com, vansantd@telus.net and acceskenyadotorg@gmail.com. Up until the past month or so, I got everything at all of these. We have not changed anything.
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Katie Lewis, Official Rep

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There weren’t any results when I did a reverse DNS lookup for your domain, and this can affect any recipients of your mailings. I’d like to make sure the DNS amendment is in place so that we have all our ducks in a row: DNS, whitelisting and SPF record. It also wouldn’t hurt to recommend that your recipients add your mailings' from email address to their email address books.

Let me know once your IT contact takes a look, and I’ll keep troubleshooting!
(Edited)
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ACCES

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We don't have an IT person, I'm it, the one and only staff person... but I just sent the mailing in question again to another smaller list with all but two of those addresses, and it came through right away. That tells me there is something wrong on the your end.
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ACCES

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Katie Lewis, Official Rep

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I’d like to compare these mailings to see if there’s something in the content of one that’s giving your server pause compared to another one it lets through. It sounds as though you received the mailing called "(Re-sending) Gifts That Give Meaning” sent Dec. 16 but not “Gifts That Give Meaning” sent Dec. 13; is that right?

If not, would you mind letting me know which of the below mailings the dale@ address didn’t receive?


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ACCES

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That address did not get the initial "Gifts that Give Meaning", but did get the others. The one it did receive with the "(Resending)" added is identical to the one it did not receive.
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Katie Lewis, Official Rep

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Since Emma’s marking these all as having been received, I think I know what’s happening here: When Emma tries to deliver your mailing, she contacts your server. If the server dismisses Emma, the email address is marked as having bounced in that mailing's response stats. If the server lets Emma come in, the address is marked as having received, and that's where Emma's job stops. But if the server later decides not to deliver the email, Emma can’t detect that.

These mailings marked as received means we’re really close to getting in. We updated our IP ranges last week or the week before, so it may be that if you update your whitelisting settings with the very latest information, you won’t have trouble. Here are those ranges:

  • IP Range: 128.136.37.0/24 (128.136.37.1 to 128.136.37.255)
  • IP Range: 66.179.147.160/27
  • IP Range: 66.179.102.0/25
  • IP Range: 66.179.68.0/26

After this, try sending to yourself again to make sure it comes through. I think you’ll have much better luck, but please let me know if editing these ranges and amending the DNS still hasn’t helped, and I’ll loop in our Delivery Team.
(Edited)
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Esly Carvalho

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I appreciate this response, but I don't understand what most of this means, much less how to rectify it!
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Katie Lewis, Official Rep

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I'm sorry to hear it, Esly! Your IT team should understand how to implement these settings. Are there any questions from them that I can help try to track down?
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Esly Carvalho

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I don't have an IT team... I'm it... and I wouldn't even know how to explain this to them in Portuguese, since I live in Brazil, smile...
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Katie Lewis, Official Rep

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While we have these steps to offer as a troubleshooting guide, it isn't in our expertise to implement whitelisting. Are you having specific delivery issues that we can take a look at to see if whitelisting is necessary? We generally recommend taking these steps to make your mailing most effective, so I do advise getting them into place. If that's outside your comfort zone, is there someone you contact for server or connection issues that might be able to check it out?
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Erdman Anthony

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Katie, your original thread of advice says "Whitelisting: Ask your IT Department to whitelist Emma's sending domain and IP range, found at the bottom of this link, if you're having internal delivery issues." what is the sending domain and IP range? I don't see it anywhere even though you said it can be "found at the bottom of this link".


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Katie Lewis, Official Rep

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Hi there! When I click the word Whitelisting, I'm taken to this page in our Resource Center. Here's what appears at the bottom of that page:

*Sending domain: e2ma.net
*IP Range: 128.136.37.0/24 (128.136.37.1 to 128.136.37.255)
*IP Range: 66.179.147.160/27
*IP Range: 66.179.102.0/25
*IP Range: 66.179.68.0/26
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Fantini Mosaici

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This reply was created from a merged topic originally titled
Emails with Soft Bounce.


some email addresses of our company do not receive our E card, and emails are active. We put the email into active but they get an error saying soft bounce.What can be done, i tried so many times to send it even writing one by one the email addresses. Thanks
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Chicagoland Entrepreneurial Center

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This reply was created from a merged topic originally titled
Members have "error" statuses for strange reason.


I have had around 10 members ask me why they stopped receiving e-mails. After looking into, it appears their status turned into "error" from bounced messages... which is strange as their e-mails are correct and they report no issues. During this time, I communicated with them seamlessly from my e-mail account.

I've also tried to drill down a list of people who have not been "receiving" the e-mails, but this was not successful. Any ideas on how to troubleshoot this?

In summary - I want to make sure the right people are receiving the messages they need!

Thanks.
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Airtex

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This reply was created from a merged topic originally titled
Emails showing as received but recipients never got them..


I have recipients showing as having received my emails but they are telling me they aren't getting them and the emails are not in their junk or spam folders. What is going on?
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Airtex

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I did more digging and found that some of the email addresses were incorrect, however they still showed as being received. Very bizarre.


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Workforce Florida

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This reply was created from a merged topic originally titled
Email Delivery.


Hi! I show that an email we sent was delivered, but it is not showing up in the client's email. They have checked their spam folder and it is not there either. Please help!
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Colonial

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This reply was created from a merged topic originally titled
Some recipients are not receive the emails I send.


Some recipients are not receive the emails I send.
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MLK Magnet PTSA

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This reply was created from a merged topic originally titled MNPS Email addresses not receiving mailer.

Several of our newsletter subscribers have email addresses with MNPS.org.  About 2 or 3 weeks ago, the teachers and staff stopped receiving the emails.  When I look in the history of a mailer in My Emma, it shows that they received it but did not open it.  Can you please advise the best way to find out the problem and how to resolve it?