Why isn't a contact getting emails and having their history update?

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A fairly normal situation for me: a member is asking why they haven't received emails from us. This one is puzzling me though.

The email address matches what she provided exactly.
The user is active, not in error or opt out lists.
She is on a list that got an email yesterday, and several emails in the past few days.
The contact history is only showing 1 bounced message from May.

I'm guessing the issue with her email is on her end- but I can't figure out why she hasn't been moved to error...

Any ideas?
Photo of Texas PTA

Texas PTA

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  • stumped. You got me on this one Emma.

Posted 4 years ago

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Photo of Paul Zimmerman-Clayton

Paul Zimmerman-Clayton, Official Rep

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Official Response
Hello! Thanks so much for the good information on this question. From what you're describing, I would guess that there is an issue on the receiving end that's either a temporary server issue, or something more local like a spam filter or mailbox sorting that's hiding that message.

Take a look at the response data for the mailing that person didn't receive. If their email address bounced, we can tell that the problem was with the receiving server. The type of bounce gives us a little bit more information - if it was a soft bounce, we know it was most likely a temporary problem, and you can anticipate future mailings getting to the inbox.

If the response data for the mailing says it was received, then the issue is beyond the server and most likely has to do with the mail sorting on the recipient's computer. You might try checking with that recipient to see if it's in a spam folder.

If none of this works, just let me know the email address that isn't receiving, and I'll take a look to see what other clues we can find.