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?
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Texas PTA

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  • stumped. You got me on this one Emma.

Posted 5 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.
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AAPCHO

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Hi Paul,

I'm having a similar situation where our emails are bouncing when sent to all @___.org addresses. I looked at the mailing responses and the contact histories and these emails are showing up as having bounced ("B").

Any suggestions?
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Emily Hollingsworth, Alum

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Hi there -- I think I'll need more specific information to dig in here. Please watch for an email from me!
Photo of Paul Zimmerman-Clayton

Paul Zimmerman-Clayton, Official Rep

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Hey again! Just checking in. Did these steps work? If not, please let me know, along with one of the email addresses in question, and I'll take a look!
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Texas PTA

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Thanks for checking up on me Paul! When I looked at the response data (great tip!) she actually had a correct email that was receiving emails, and the one I was looking for which was a letter off. (It was a really long and complicated address!)

Thanks for help, this looks to be resolved for now, but I will let you know if we run into any other problems!