What do I do when I don’t receive emails?

To test your email, we suggest sending yourself a preview. A preview email is considered a ‘quick send’ because it’s usually delivered quite quickly. If you've sent preview or test emails and they haven't come through to your inbox, you can follow these guidelines to solve the problem:

Check the Spam/Junk Folder

If you haven’t received the preview within a couple of minutes, look at the following possible solutions:

  • Check the Spam/Junk filter. If the email has landed there, read how to avoid the SPAM filter.
  • If the email is not there, you will need to set up a test list.
  • Are you using a 'No-reply' address as the 'From' and 'Reply-to' email address? Here's why you really shouldn't use a 'no-reply' address.

Set Up a Test List

Make sure your test list has valid internal email addresses (e.g. your colleagues'). Add external addresses for good measure (hotmail.com, gmail.com, and yahoo.com are examples of external domains). Send your email message to this test list and view the email report for that message.

If the email report shows the message has failed, it means it's not leaving the sending server and you should contact support for assistance.

Check For Bounces

If the email shows up in Reports > Email as 'Sent', there could be a delay in delivery depending on servers and Internet Service Providers (ISPs). Not all servers will get the message through to the inbox at the exact same time and some get delivered sooner or later than others. Check the bounce report for that message to see if any bounces are recorded. Bounces are tracked when receiving servers send bounce reports back to the system. The Bounce Summary has detailed info as to why the message wasn't delivered.

Check With Your IT Department or ISP

If there's no bounce report for the message and the message still hasn't come through to your inbox ask your internal IT department or ISP if the message is being blocked. You should also test that you can send and receive emails internally and externally from your email address in your email client, to confirm it's not just emails from the system you're unable to retrieve. If all else fails, contact support and ask to speak to our Reputation Manager.

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