I am having a rash of opt in users who are no longer getting our blasts

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I am having a rash of opt in users who are no longer getting our blasts. I've confirmed they are active and we are not in their junk mail box. Erik
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Posted 5 years ago

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Rachel Rogers, Communications Strategist

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Thanks for reaching out!

We first want to make sure that the contacts who are getting your emails are actually showing as having received the messages, and that they haven't bounced. If they are still active contacts, chances are they are showing as "Received" in their contact history.

If they are showing as having received the email in Emma, it's important to note that a "received" message is an indication from the receiving server that they've accepted the message. Once that happens, there's no way for us to see why the email isn't being delivered into the inbox.

It's possible that your emails are being stopped or re-routed by the person's server or filter program. Because filtering programs -- and their criteria for delivery -- vary, the easiest way for a recipient to make sure they keep receiving all of your emails is to add you to his or her address book or trusted sender list. If you're on someone's trusted sender list, you'll bypass pretty much any filtering they have in place. You'll need to provide the recipient with the 'from' name and email address you use to send your mailings. In most cases, that's all they'll need.

If you'd like to take some further steps, and especially if the customer is receiving these emails at work, you may want to pass along information to them about whitelisting Emma with their server. You can also update your SPF (Sender Policy Framework) with your domain, to make sure that Emma is properly set up as a sending server on your behalf.

I hope this helps! Let us know if there's anything else we can do to assist you!