EMMA emails not actually being delivered

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I recently discovered that my emails are not being delivered to every person on my lists (they do go to some of the people), even though EMMA says they have been delivered. I did some searching and we updated our SPF information, they still are not going through. When we email these individuals directly from our personal accounts the messages go through, so why aren't the EMMA emails going? I thought EMMA was supposed to "act" like our personal email, but better bc it would reduce the risk of being seen as SPAM etc... I cannot ask every individual to have their IT team white list EMMA so what are our other options? I'm extremely frustrated. 
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Champlain College

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Posted 3 years ago

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Grey Stepp, Support Team Manager

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Hi there Champlain College, 

Thanks for reaching out!  I totally get how frustrating that can be! 

Is there a particular mailing from your account that I can look at to check on these?   I looked back at the past few mailings and I'm not seeing anything out of the ordinary as far as delivery goes.  

You may find this article helpful to understand the Delivery numbers that you see within your Emma Response data:
https://support.e2ma.net/Resource_Center/Account_how-to/understanding-delivery-at-the-server-level

Particularly this section marked EMAILS DELIVERED:

"When an email is delivered, the server that receives it provides us with a response code. The codes tell us if the email was successfully accepted, rejected because of a network or inbox problem or bounced back because the email was deemed unfamiliar or unwanted. There is a standard set of response codes, and most servers are good about using those codes in the right way. At that point, we're relying on the server to finish the delivery job and pass the email on to its intended recipient.
For that reason, it's entirely possible for an email to be received by the server but never reach a recipient's inbox."


I hope this helps! 
- Grey
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Grey Stepp, Support Team Manager

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Hey folks, 

I feel like I need to pop in here and clarify a few things:

1. Vashon Island Unitarian, I'm so sorry that I didn't get a reply to you sooner, or that you couldn't find our contact info.  For future reference, it's all here on our contact page:  http://myemma.com/contact

2. I feel like the thread of this conversation has moved in a couple of different directions, so I'm going to tackle each one individually.  

3. CONFIRM Opt-In.  There is an important difference between someone Opting in to your audience and someone CONFIRMING that Opt in.  When someone signs up using a signup form, they are sent a confirmation email.  There in that email, there is a link that allows them to "confirm" that they would like to receive mailings.  In the US, this is not required and has no bearing on the ability for Emma to send out to them.  You can find more information about Confirm Opt-In here on our Resource Center:  https://support.e2ma.net/Resource_Center/Account_how-to/seeing-an-individuals-confirmed-status

4. Delivery of Emails.  The important thing to remember when it comes to delivery of emails is that when we send emails out, we send them to a server (such as @myemma.com).  Then that server delivers the mail to the mailbox and sends us a message back saying that it has delivered the email and all is good.  When you see in Emma that a contact is showing that they've received a mailing, it's because the receiving server sent us back that message saying that they delivered it.  It is possible that the server is not delivering it, or is filtering it out or blocking it and not telling us.  Unfortunately there's not a way for us to control how the receiving server is going to act.  There is more information on how email delivery works in this article from our Resource Center:  https://support.e2ma.net/Resource_Center/Account_how-to/understanding-delivery-at-the-server-level 

5. Whitelisting.  If you're having issues with email being delivered to your internal email addresses, it may be that you need to tell your server to allow for delivery from Emma.  This is called Whitelisting.  You'll want to send this link to your IT folks and have them add these IP ranges and domain name to your whitelist:  https://support.e2ma.net/Resource_Center/Account_how-to/how-to-whitelist-emma

6. SPF Records.  When Emma delivers email on your behalf, it is exactly that.  We are sending "on your behalf".  And that information is coded into the email.  For some domains with certain security measures in place, if they see that someone is sending "on behalf" of someone else, they could block it or decide not to deliver it.  You can avoid this by adding Emma to the SPF record of your sending domain (the email address you use as your sender address).  This is, essentially, giving Emma permission to send on your behalf.  Again, you'll want to pass these links info along to your IT folks and have them implement:  

https://support.e2ma.net/Resource_Center/Account_how-to/What's_an_SPF_record%3F

https://support.e2ma.net/Resource_Center/Account_how-to/Instructions_for_setting_up_Emma_as_an_autho...

I think I've got everything covered here, but if not, please do let me know and I'll get right back to you!  

Again, so sorry for the wait, that is unacceptable and won't happen again!  

- Grey