No one in my office is receiving our Emma emails. Help!

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I'm not receiving the emails I'm sending to my work address from my Emma account. I know that I'm using the right email address because it's mine. I am receiving emails sent to my Gmail address, though.
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FAQ

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Posted 6 years ago

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Katie Lewis, Official Rep

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Official Response
Although your email seems to arrive from your familiar work email address, it's really sent on Emma's sending domain (e2ma.net). An email that appears to pose as someone else is a common spamming technique, but it's A-OK here because it's coming from Emma, and she's a sweetheart.  

There are a couple steps you can take to let your server know that it's OK to deliver emails that you're sending on Emma's domain:

  1. Whitelisting: Ask your IT Team 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 Team to register Emma as an authorized sender on your behalf.
  3. Trusted/Safe Sender list: It's also always a good idea to ask your recipients to add the from address for your Emma campaigns to their address book and Safe Sender lists. Here's a great checklist to have on hand, too. I hope this helps!
(Edited)
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King Bio

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I am having the same issue.  Nobody at work is receiving the last two emails I've sent out.  However; the test emails do get delivered.  If someone with from a work address reported it as spam, would that only affect the actual eblast and not the test emails?

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Emily Hollingsworth, Alum

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Hi there -- This is a great question. It comes down to your server seeing one email at a time versus a flood of emails at one time coming from your internal domain. Implementing the steps to whitelist Emma's sending domain and IP range should resolve this issue!
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International Affairs INTG08

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I'm having this issue as well. We send weekly e-newsletters to our list of students and staff. I and several of my colleagues have not received the newsletters for the past two weeks, even though I've checked and we are on the "active" list in the recipient group. I checked my spam folder - not there either. What's going on!? 
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Grey Stepp, Support Team Manager

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Hi there... have you followed the steps outlined in Katie's reply above regarding Whitelisting and SPF record updates?  

That's the first line of defense.  If you follow those 3 steps, and send those links to your IT folks, go ahead and have them follow the instructions on those pages and that should clear up any delivery issues you may be having.  

Let me know if you have any questions, 

- Grey 
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DynAdmic

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This reply was created from a merged topic originally titled I'm have some problems with the delivering, all the e-mails that i send goes to t....
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Grey Stepp, Support Team Manager

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Hi there!  I merged your question in with this conversation as it has all of the information you need there in Katie's first response.  

First check your SPF record, then Whitelisting (or have your IT folks check those things out)

Then check out our Top 5 Tips. 

Let me know if you have any additional questions!

- G
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Citizens Memorial Hospital

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I'm having a similar problem. I send an enewsletter weekly to our hospital employees. Randomly some folks will not receive the email one week but will receive it the next week (it has even happened to me). This issue has been going on the last couple of months. The emails appear to be delivered but it is not in the spam box or junk email. IT has whitelisted emails from myemma so that is not the issue. Any suggestions?
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Grey Stepp, Support Team Manager

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Do you know if your IT folks have also added in Emma to your SPF record for sending?  See Katie's link above for more information on that.  
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Piedmont College - Development

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We are having the same issue and we have followed ALL OF THE STEPS from the resource center as well as the steps in the comments above. It might be a point of interest that we never once have had this issue with three other email marketing programs we have used. At this point, I have only tried to send test results to two recipients, we get half and the other half gets quarantined. I am using this program set up with another coworker's email, so most of the tests I send to myself first (a different email) and I still only get half of them. There does not seem to be any kind of identifiable pattern. 
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Grey Stepp, Support Team Manager

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Hey there Piedmont College, 

I'm looking into your issue currently.  I've reached out to our Deliverability team and given them the information that you've provided.  Either they or I will be in touch directly via email if we need more information to help figure out what's going on.  

We'll get it sorted out for you!  

- Grey 
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Isaac Smith

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We have some spoofing protection rules enabled on our mail server.  Every time someone uses an address from our domain on this service our server rejects the message because it can see that a message is coming in with our domain in the headers but from an external server that does not match ours.  Thus it determines these to be spoofing attacks.  Your service is essentially spoofing sent from addresses.  Is there a way that we can use a default MyEmma address for testing purposes so that when we circulate internally for review we don't trigger the spoofing protection.  I would prefer not to go through configuring exceptions to this basic rule on our end.
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Grey Stepp, Support Team Manager

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Hey there Isaac, 

You are correct in that using the Emma platform does spoof your email sender address.  There isn't a different way to avoid your server rejected other than Whitelisting our IP ranges and adding us as an authorized sender for your domain. 

Please let me know if you have any other questions!