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 6 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!