For each event we have, we send out an email the morning of to remind the registrants of the event and include the Zoom information so that it's right there when they need it the day of the event. This morning, we had an email that went out to 189/191 registrants. One of the registrants (a staff member) noticed she didn't get the email, but is clearly registered for the event. I went in and checked the 'Sent' vs. 'Bounce Back' and when I search in the list of whom the email was 'Sent' to (the 189 people), she is not even on the list at all! I'm wondering what may have gone wrong. She was registered for the event last month, so it wasn't due to a last-minute registration. Thanks for any insight into this issue!
Hello @RachelR487 ,
Is the staff member one of the bounces in that latest sendout? It does look like the bounces in there are all suspended, so if her domain suddenly started bouncing her address back to us as "non-existent," then our system would've eventually suspended it.
Thanks for the reply. Her name was not one on the bounces. Her name wasn't anywhere in the 'Sent', 'Opened', 'Bounced', 'Unsubscribed', or 'Did Not Open' list. It was like she wasn't even registered for the event at all. We even had a post-webinar evaluation sent out, and I checked this morning and she wasn't on any of those lists either.
Since the event is over now, it's not a huge deal, but in the past, we've also had some issues with people who have registered but did not receive the emails that are sent to the registrants of the event; so I was just hoping to look into this and see if there was a way to mitigate this from occurring with future events. Thanks again!
And you confirmed they were truly registered for the event, not pending / incomplete?
The only other thing I can think of is if the contact ended up unsubscribing / getting unsubscribed at some point in your contacts. I'd say if the issue occurs again, please call our general support line so they can securely look up the contact info and do some more investigating live with you. If you're unable to call in, I'd recommend saving the @RachelR487 mention email you receive from this response. That way you can securely reply to it with the affected contact's information, and we can do some more investigating from our side.