There are several reasons why a contact in your database won't receive your emails, sees a security notice or emails are going to the junk folder. Here are some of the most common issues:

Email not sent

Troubleshooting should start here to ensure the email was sent in the first place. The contact was on the target list, they are subscribed (didn't opt out) and the email campaign was launched (not "in progress", "draft", or "scheduled").

Was the contact on the target list for the message?

Check if the email was on the target list for your email campaign.

No consent (contact is unsubscribed)

Does the contact have a consent status that allows sending emails to them? Contacts need to have express or implied consent so you can send them emails. Unsubscribed contacts or contacts whose consent had expired will not receive emails.

You can view a contact's consent status on the contact details page. Find the contact and click their email address to access the details page.

Tip: If you are testing the unsubscribe link remember to re-subscribe your contact record after you finished testing otherwise your contact record will remain unsubscribed and cannot receive emails.

Has the message been sent already?

Make sure sending is completed by confirming that the status of your campaign is shown as "Sent" on the messages list page.

Email sent but not in inbox

Message was blocked by a spam filter

Spam filters consider dozens of factors and assign a "spam score" to each email. If this spam score is higher than a predetermined maximum, the email is moved to the junk folder.

Envoke's sending IP addresses are continually monitored to ensure they are in good standing. We employ feedback loops, automated bounce management and monitor anomalies in email activity.

Despite this ongoing delivery management emails going to spam or junk folders are unavoidable. A surprising number of legitimate emails sent to opt-in lists end up in spam folders. Major Email Service Providers (ESPs) estimate this number is as high as 20%. 

Spam filters are different for each server, which means the same email may pass through one spam filter and be flagged by another. They are also "trained" by individuals so spam filtering within the same provider varies by users.

Here are our suggestions to maximize inbox placement:

  • Only send emails to contacts who requested to be emailed and only send content they are subscribed to receive.
  • Don't use all images. In fact the text to image ratio in your emails should be high: much more text content than images.
  • Including personalization in your email such as merging contacts' first name in the subject line helps in some cases as spam filters are able to verify that you know something about the person you're emailing (this is often not the case with purchased email lists).
  • Ask your contacts to add your "from" email address to their safe senders list or address book.
  • Ask your contacts to check their custom spam filtering rules that may block your email.

A fraud detection error is shown or the email is blocked internally

If you see a fraud detection or spoofing error notice in your email (usually near the top) chances are it's due to an internal spam filter. Most often this notice is only shown for internal emails and your contacts won't have this issue. 

It is related to sending messages from @yourdomain.com to another @yourdomain.com email via a third party software such as Envoke. 

Here are steps you can take to mitigate this issue:

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