Why is email address in error regardless of my active status?

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  • Updated 5 years ago
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I publish a newsletter every other week, and before sending the newsletter out I send several tests to myself. This time I find myself unable to send myself a test because Emma is showing a message saying that my email address shows a status of error. I have not changed any settings/options since the last time I published the newsletter. I tried going into our contact list and changing my status back to "active", which didn't help. Then I deleted myself and re-added myself, which allowed me to send myself one test before reverting back to telling me my email address was in error status. Any ideas? I need to get this newsletter out now, ASAP. Thanks!
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OSP

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Posted 5 years ago

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Emily Hollingsworth, Alum

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Hi there -- It sounds like your address is being moved to error status due to delivery issues. If you're sending tests and they aren't going through, those bounces could move your address into error status. It's very likely that if you're sending those tests to an address on your internal server that has the same domain name as your sending address, your server could be blocking those. You can have your IT department whiteliste Emma's sending IP addresses to resolve that issue. You'll find those instructions here.

I'd like to view the contact history for your address to see if any of those tests have bounced. If you don't mind sending an email to support@myemma.com (ATTN EMILY) with the email address that you're trying to send to, I'll grab that and see if I can figure out what the issue is!

Thanks!
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Brandi Leath

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This is happening to my email address right now, thanks for the post! I'll try sending that info to my IT department as well.
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Emily Hollingsworth, Alum

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Hey Brandi -- Please let me know if whitelisting doesn't do the trick here!
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Brandi Leath

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ok thanks, will do.