My emails -- even small-audience test emails -- are arriving several hours (up to 24) late.

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It started happening this week. I'd click "send" for a test email, and nothing would arrive. I'd click "send" again, and again nothing. Eventually, I got it to work. Then, a day later, several of those test emails arrived in my inbox with a sent timestamp from the day prior.

This was frustrating enough when it was happening with test emails, but when we sent the actual email to some 2,000+ subscribers, it didn't arrive until nearly 24 hours later (again, with a timestamp of when we actually clicked "send").

My IT department assures me that the send address is whitelisted and that the emails are appearing right after they reach our server.
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Allegheny County Bar Association

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Posted 1 year ago

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Adriane Smith, Customer Support Specialist

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Hi there!

Thank you for reaching out about this. Happy to help. It sounds like you're describing a couple of different issues, one being an inability to send, and the other being that you're not receiving the email in a timely fashion, is that right? 

I wouldn't say those are related necessarily, but there could have been an intermittent or content-related issue that caused the 'send' to not happen right away. I think if that is resolved now, let's discount that from being part of the other issue. If you have more information on that though, I'll be glad to dig in and have a look to see if there's a problem with the mailing.

As far as the timing of the placement of your email in the inbox, that is in hands of your receiving server, once it has been received. Servers can and do sometimes hang on to emails longer than you'd expect them to before placing them in an inbox.  We are in the middle of the season for highest email sending volume as well as internet usage for the year, so there's also more traffic that does affect the delivery of emails. The maximum amount of time a server has to either accept or reject an email is 30 hours, and while most often it is instantaneous, there are more rare occasions that it will take longer to fully get the email to the inbox.

It sounds like you all have positioned yourselves for good internal delivery by taking steps to whitelist Emma, and I'd also recommend taking steps to update your SPF record, which will help with delivery to external recipients. There are steps for this here.  I hope this helps, but please let me know if you have lingering questions about this and I'll be glad to assist with those!