Email not delivering

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I sent an email to 400 people, and its showing 30% open rate. 30 of the people I know I asked if they got it - and they did not. Why is this? Does it not deliver at the same time to everyone?
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Christina Fernandes

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Posted 2 years ago

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Sam Collis, Customer Support Specialist

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Official Response
Hi Christina,

Thanks for a great question!

When you press "Send" on a mailing, Emma sends out those emails instantaneously.  The part of the process that can take some time is the process of receiving those emails.

You see, emails need to pass through a lot of rigamarole to get to the inbox.  Such as outbound spam filters, blacklists, internal content filters, commercial content filters and black-box filters. In most instances, if that email address has been sent to before, it's going to be a faster process, however it's important to keep in mind that most private domains (such as people's work email address) will have filters in place to specifically stop mailings from a commercial mailing server.

If your contacts are still reporting that they have not received your mailing after 24 hours, yet on your response page they are being marked as having received it, this suggest the blockage is occurring beyond the receiving server, a place that we cannot see into and is dependent on their own internal security setup.  The best course of action is to ensure they've checked all their spam/junk/promotions folders. It's also possible that your emails are being caught held in quarantine or being blocked by their server, in which case checking with their IT team would be the next place to check.

Moving forward there are two things I can recommend to you to give your emails the best chance of reaching their destination:

Firstly, update your SPF record you update to include the domain as an authorized sender.  This tells the receiving server of your recipients that your allowing Emma to send emails on behalf of your domain, and thus decreases the likelihood of being flagged as spam.  Our documentation on doing that is located here on our Resource Center.

Secondly, it's always worth encouraging folks to to add your "sender" email address to their contact list, this tends to bypass most inbox-level spam filters.

I hope that helps! I know that's quite a lot of information I've thrown at you, so please let me know if you have any questions :)