Response shows 0 recipients have received my mailing

  • 2
  • Problem
  • Updated 5 years ago
  • Solved
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Resolved

We scheduled a critical fundraising email for 6am this morning. Emma shows that it was sent at 6, but 40 minutes later, 0 out of more than 22,000 recipients have received it. The timing of this mailing is important to us. Customer service isn't open yet. Not sure what to do.
Photo of Nashville Public Radio

Nashville Public Radio

  • 10 Posts
  • 0 Reply Likes

Posted 5 years ago

  • 2
Photo of Sustainable Woodstock

Sustainable Woodstock

  • 3 Posts
  • 0 Reply Likes
I am also having the same problem. My test emails are not being sent. I received a notice: "This is a quick heads-up to let you know that the following campaign, whose send-off was scheduled in advance, has just begun sending." I did not receive the test.
Photo of Nashville Public Radio

Nashville Public Radio

  • 10 Posts
  • 0 Reply Likes
I just got off the phone with customer support. Was told that it looks like the analytics numbers in the response tab are just hanging. I'm 90% sure this isn't true, having used Emma for a long time. None of my colleagues or I have received the email. And, this being one of the biggest fundraising blasts we do in the year, we always always see the emails results quickly in the form of online contributions received. Something's not right.
Photo of Nashville Public Radio

Nashville Public Radio

  • 10 Posts
  • 0 Reply Likes
It also appears that though customer service opens at 7am CST, it will be a while before the coders arrive.
Photo of Katie Lewis

Katie Lewis, Official Rep

  • 3414 Posts
  • 309 Reply Likes
Hey all! I want to jump in to let you know we’re talking about your cases in the chat room the Support Team shares. Response numbers are a few minutes behind, and I checked both of your accounts to make sure nothing else is amiss. Those response numbers will catch up, and this doesn’t mean that your mailing isn’t sending.

For Sustainable Woodstock’s test, have you sent to that address before? You might take a look at this page for some delivery tips when sending to yourself, particularly the whitelisting information. I also suggest you add your from address, the info@ address, to your safe senders list or email address book. It might feel a little goofy, since it’s your address, but it adds another layer of reassurance for your server’s delivery choice.
Photo of Sustainable Woodstock

Sustainable Woodstock

  • 3 Posts
  • 0 Reply Likes
I send out our updates every month and I typically send a test prior to scheduling the full list. I tried several different addresses and different copies of the mailing - none went through. Each one still says "Email in progress."
Photo of Nashville Public Radio

Nashville Public Radio

  • 10 Posts
  • 0 Reply Likes
Best I can tell nobody within our organization has received our emails that were sent an hour and a half ago. And we haven't seen the donation traffic surge we always do when we send this blast - something we've been doing for many years now.
Photo of Sustainable Woodstock

Sustainable Woodstock

  • 3 Posts
  • 0 Reply Likes
My first attempt at a test email was last night around 8:30 EST.
Photo of Katie Lewis

Katie Lewis, Official Rep

  • 3414 Posts
  • 309 Reply Likes
Through more testing, we’ve found that certain accounts’ mailings are hung up. I created test mailings in each of your accounts, using a template from our readymade gallery, and I’m not receiving those tests. But I did receive a test from my own account, so we know mailings are able to send. And we’re checking other accounts that have sent recently, and their sends are going out normally. Still digging in to see what’s preventing these mailings from sending from your accounts.

There’s no need right now to cancel your in-progress mailings or make any changes, since there’s no indication that these mailings won’t start going out. I’ll keep you in the loop here with information as I get it.
Photo of Nashville Public Radio

Nashville Public Radio

  • 10 Posts
  • 0 Reply Likes
Thanks for keeping us posted
Photo of Nashville Public Radio

Nashville Public Radio

  • 10 Posts
  • 0 Reply Likes
Sorry to be a pain, but I have to reiterate that this mailing needs to go out as soon as humanly possible. Being part of a 1 day long epledge campaign with a drawing deadline means that we will be hurt financially by this. So, if there is some desperate measure to take, lets take it.
Photo of Katie Lewis

Katie Lewis, Official Rep

  • 3414 Posts
  • 309 Reply Likes
I understand your urgency and can assure you that we’re working as swiftly and efficiently as possible.
Photo of Diane

Diane

  • 44 Posts
  • 1 Reply Like
We're having the same issue in our Downtown Wheaton Association subaccount for a mailing we tried to send out late afternoon yesterday.
Photo of Katie Lewis

Katie Lewis, Official Rep

  • 3414 Posts
  • 309 Reply Likes
I really appreciate everyone’s patience this morning. We found that one segment of Emma accounts had mailings there weren’t sending.

You’re able to send now, but you will need to resend your mailings for them to go through. I can cancel from behind the scenes those that appear as in-progress, if you’ll please confirm here that you’d like all in-progress mailings canceled.
Photo of Nashville Public Radio

Nashville Public Radio

  • 10 Posts
  • 0 Reply Likes
Please cancel all in-progress mailings
Photo of Katie Lewis

Katie Lewis, Official Rep

  • 3414 Posts
  • 309 Reply Likes
All set!
Photo of Diane

Diane

  • 44 Posts
  • 1 Reply Like
Please cancel our in-progress mailing as well.
Photo of Katie Lewis

Katie Lewis, Official Rep

  • 3414 Posts
  • 309 Reply Likes
Done!
Photo of Katie Lewis

Katie Lewis, Official Rep

  • 3414 Posts
  • 309 Reply Likes
If anyone else is seeing mailings sent last night or this morning stuck in progress on the Response page, let me know here that you need the mailings canceled in your account so you can resend.
Photo of Maple City Market

Maple City Market

  • 2 Posts
  • 0 Reply Likes
This reply was created from a merged topic originally titled
Test Fail.


I've been trying to send some test e-mails to one specific address for the past couple days but have been unable to get through. seems like some get through and some don't, something I'm doing wrong? Thanks