Emails not received

Occasional Participant



Last 9th of September we sent a message called "". The email was sent to 54 contacts and two of them, have written us back to say they never received the message altough they are in the list of "SENTS".


Can you please help to try to know what could have happened? Is that possible? They have both revised their spam folders and nothing there.




Many thanks in advance,


Kind regards,






Hello @DarylU ,


It looks like the contacts you mentioned have since been deleted, so I can't really check their status. However, they're not showing in that email's bounce report either. Try re-adding the contacts if you'd like the see their engagement reporting, or perform a quicksend. Beyond that, there's nothing really indicating an issue with sending the email to them.


Deliverability can have a lot of variables, from elements on our side, on your side, on the recipient's side, and in their email system company's side. I'd also recommend switching to self-authentication for your emails, since you have your own domain, rather than using the ccsend one meant more for free domains like gmail, yahoo, aol, etc.


If you'd like to learn more about safelisting, and what it entails:

Safelisting domains in a security system

Safelisting email addresses in an email client or security system


If you're wanting more in-depth, specialized insight on your current deliverability, it'd be worth speaking with one of our Deliverability agents.

William A
Community & Social Media Support

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