Won't send test

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  • Problem
  • Updated 3 years ago
  • Not a Problem
I cannot get "test" emails to send. This has been a problem two weeks in a row
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MMA Creative

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  • frustrated

Posted 3 years ago

  • 2
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Sam Collis, Customer Support Specialist

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Hi there,

It looks like my colleague did try to reach you guys directly without success, so I apologize for keeping you guys waiting here.

I can definitely run you through the steps to take if you're having trouble receiving your own test emails.  Generally there are two key steps that need to be taken.

I can see in your account that you have a couple of different "from" addresses that you use.  For all domains you'll want to update your SPF record which authorizes Emma to send emails on each domain's behalf.  The reason this is important is because when you send emails through a commercial service, you're using that service's IP address range.  What this means is that on arrival your mailings appear to be from your domain but are actually from Emma.  Without an SPF record a spam filter and receiving server can often see this as potentially spam.  Having an updated SPF record that reflects your use of the Emma domain is the first step.  You can find our guide on doing so on our Resource Center here.

The second step to take is to whitelist Emma's sending IP range.  Although you're sending those mailings internally, they're still passing through Emma's servers.  Mailings that leave your server, then come back with a masked IP are treated with high level of scrutiny.  By whitelisting Emma's IP range, you're ensuring that there aren't any firewalls or blockages of mailings coming through Emma.  If you pass on these instructions to your IT team they should be able to get that sorted.  At the same time it's worth checking that there aren't any third-party  spam filters being used on your network / domain that could be further interfering with allowing those tests coming through.

Once those two measures have been implemented those test mailings should come through for you, you'll also improve your overall deliverability to your broader audience too.

Please let me know if you have any further questions.