There are several reasons why a contact in your database won't receive your emails or sees a security notice. Here are some of the most common issues:
Was the contact on the target list for the message?
Check if the email was on the target list. (subscription, interest or filter)
Is the consent status to the contact set to have provided express or implied consent? Unsubscribed contacts or contacts whose consent had expired will not receive emails.
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 checking the status of your campaign is shown as "Sent" on the messages list page.
Message was blocked by a spam filter
Ask your contact(s) to add your "from" email address to their safe senders list / address book.
Ask your contact(s) to check their spam folder and any spam filter rules that may block your email.
After a few repeat spam complaints ESPs may reject all subsequent messages for a day or two. Different ESPs have different policies / blacklist times. Generally blacklisting is automatically lifted after 24-48 hrs.
As always, our recommendation to avoid / reduce spam complaints is to send emails only to contacts who requested to be emailed and only content they are subscribed to.
A fraud detection error is shown / email 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 @yourdomain.com via a third party software (Envoke).
Here are steps you can take:
- configure a custom subdomain - in some cases this alone will resolve the internal delivery issue. If the issue persists:
- whitelist our sender IPs
- add lists.bettermail.ca to your SPF record
Check past failures
Each contact record has a detailed sending history that you can access via the contact details page. Click the "View history" link to see these details:
On the sending history page you will see every message the contact was sent and whether there was a failure delivering one of the messages. Click the "Details" link next to a message to find out when the message was sent, opened, clicked on and, if there was a failure, why sending failed.
A failure messages is what the recipient's mail server sent back and it helps to understand what went wrong. If you see an "Address rejected", "Recipient not found", "User doesn't exists", etc. message you will know that the reason for the failure is that the contact's email address is incorrect.