Send Error campaign

[MarkK7463]

Good afternoon,

Today, I have two campaigns created in a state of "Sent" but the mail did not reach any of the associated contacts list, I send test emails and also reached me, I have a problem with your service?

[CorneliaH5]

Once again, I am not receiving test preview emails nor the actual email. How many of my clients are not getting the message??? Please FIX THIS PROBLEM!

[Caitlin_M]

Hello @CorneliaH5. I'm very sorry that you are not receiving your test emails or the actual email when it is sent. We usually ask for you to check your spam or junk folders first to see if the email ended up in there. Have you also tried sending a test email to a different email address (like if you are using Gmail, try sending to a Yahoo address)? If you are able to recieve the test at a different address, then there is probably an issue with us being able to deliver to the other address. Check out this FAQ that shows you how to add the From e-mail address to a Safe Senders list which can certainly help with having your emails arrive successfully into your inbox. If you are still having issues receiving your email, you can also try whitelisting Constant Contact in your security program.

[CarolMc]

Please speed up the time it takes to receive a copy of the campaign a person is working on. Lately it's been taking much longer and I usually just give up and send it anyway, regretting that when I see an error after I've sent out a campaign. It used to be instant. Now it takes a long time and often it doesn't come through at all.

[Anna_D]

Hello @CarolMc

I am sorry you are experiencing a delay in receiving your test email. I would be happy to help make sure it lands in your inbox quickly.

There are several reasons why you may not be receiving your test emails:

Queue - Your email is delayed in a queue. Emails affected by delays should be received within 2-3 hours.

Filtering/Forwarding - Your email may be getting filtered into a specific folder or tab by your email client, so that it doesn't appear in your main inbox.

Blocked - Your ISP is blocking the emails.

Unverified Email Address - If you are sending to a non-verified role address then the email will not be received in your inbox. You'll want to verify the email address or use another one.

To correct some of these potential reasons, try the following:

• Check the junk, spam, or forwarded folders in your email client for your email.
• When sending the test email, make sure each email address is separated by a comma in the email address(es) box.
• Add the from email address of your Constant Contact email to your own Safe Senders list or address book.
• Enable Constant Contact Authentication on your account.
• Schedule and send yourself a live test email. By doing this, you'll have access to any bounce reporting that is returned by the ISP. This may clarify what is happening to the email.

If none of the previous steps have helped or the bounce reporting clarifies that the ISP is blocking the email address you may need to have the address whitelisted.

[PhoebeN]

I have had several contacts tell me they have not gotten the weekly newsletter since the one dated 6.26.16. What should I look at to figure this out. They are listed under contacts that have not opened the newsletter.

[Caitlin_M]

Hello @PhoebeN. I'm very sorry that some of your contacts are not recieving your newsletter. Have you had them check their spam or junk folders? If this is the case, have your contacts add your email address to their safe sender list. We have also noticed quite frequently that contacts who use a Gmail account will see emails from Constant Contact fall into their Promotions folder instead of the Primary folder. I did see that some of your Did Not Opens did include Gmail addresses so this might be what's happening in their inbox.

[PhoebeN]

It is helpful.  Although getting an email out of spam is apparently not easy.  It just goes back the next time.  But I think the problem is with the recipient's email account.  Thanks.

[BreeT97]

I find this HARD to BELIEVE and 200% UNACCEPTABLE : Your "Send a Test Email" feature DOES NOT EVEN FRICKING WORK. It worked the "1st day" I signed up, 3 days ago , and NOW DOES NOT WORK PERIOD. I have sent it to 2 of MY OWN EMAILS and it doesn't work. I NEED THIS SERVICE to WORK CORRECTLY. PERIOD. HOW in THE HECK AM I SUPPOSED to TEST MY EMAILS in order to SEE if they LOOK OKAY in the format in an Email , IF YOUR "TEST EMAIL" section SUCKS and DOES NOT WORK ????? I HAVE REPORTED THIS REPEATEDLY - - THIS IS GROSSLY UNFAIR, and a NECESSARY PART of THIS SERVICE. PLEASE PLEASE FIX THIS, you are jeopardizing my ability to move forward ***************

[Caitlin_M]

Hello @BreeT97. I'm very sorry that you're having issues with receiving your test emails. I do see that you did call into our Support department about this issue today and discussed this with one of our deliverability representatives. There can sometimes be a delay with receiving test emails due to various reasons that can be found here.

What I can suggest to determine if it's your ISP or some content in your email that is preventing you from receiving the test is to create a standard email template (without any of your own content) and send a test to your email. If you receive this email, that means there is content in your email that could be triggering a spam filter. I'm also including a link on how you can work directly with your ISP to whitelist Constant Contact.

[BreeT97]

Thanks for your reply, unfortunately, it is not correct. My email template has been looked at by 10 people, and there is POSTIVELY NOTHING in it, that would be debatable, nor have any remote possibility of triggering any 'spam filter'.  Furthermore, the Exact Same Email Template, was sent out in the "test email" section , 2 days ago, and was delivered just fine, multiple times. And as far as it going to my spam section, no it never ever has. Thanks anyway, but none of this is correct.

[Trev_S]

Hello@BreeT97 I definitely understand the need to move forward and realize the importance of your time. I have reviewed your files and I see that we have pulled logs on the deliverability of your test emails. I do see that the test emails have been delivered to your email provider’s servers. Unfortunately, it seems like your email provider may be having a server issue and there is a delay in the delivery of the test emails. Please contact your email provider to get help in resolving this issue. Constant Contact has delivered the test emails and the test emails are in their server according to our logs. You may also consider using another email domain or email host for testing purposes. I apologize for any inconvenience this may have caused you, but this has been sent out of our system and now is with-in your email provider's server.

[Clique_Marketing]

Sign up for another email address and try sending a test to that address.

It should work to one of them. If not there is something really wrong.

[CaroleM]

On our most recent Campaign, MMM 7/25/16, 27 people didn’t get this email until between 7:38 and 7:44 am this morning 7/26 even though it was scheduled to go out at 4:00 p.m. on 7/25. This is an internal newsletter so our IS staff can look on our server for all the emails sent. Has anyone else had a delay like this? CC shows the emails were all sent on time. Thank you, Carole

[CaroleM]

On our most recent Campaign, MMM 7/25/16, 27 people didn’t get this email until between 7:38 and 7:44 am this morning 7/26 even though it was scheduled to go out at 4:00 p.m. on 7/25. This is an internal newsletter so our IS staff can look on our server for all the emails sent. Has anyone else had a delay like this? CC shows the emails were all sent on time. Thank you, Carole Masterson

[Caitlin_M]

Hello @CaroleM. I'm sorry that some of your contacts had a delay in receiving your email. Emails can sometimes take up to an hour to get sent out from the scheduled time. In this case, however, these were much more delayed. Once an email leaves our servers, it's up to the recipient's server to deliver the email. I would recommend having your IT department whitelist Constant Contact which can help with deliverability. 

[NefertaraC]

One of our contacts is not receiving our mailing, but the engagement tracking shows that they are being received, just not opened. What could be the cause of this? Please advise.

[Nick_S.]

Hello @NefertaraC

I am sorry this contact does not appear to be receiving your e-mails. We don’t want that! There are different reasons a contact might show as received, but not open. It is possible the e-mail ended up in their Spam or Junk folder – did they check there just in case? If it is not there I invite you to reach out to social_support(at)constantcontact(dot)com for additional troubleshooting. Please include the contact in question and if it is not obvious, the e-mail client (Gmail, Yahoo, etc.), and your username and/or a reference to this post.  

[SylviaK00]

I am suddening getting a large number of people who are not receiving their newsletters and notices. I have checked their email addresses and they are correct. They were receiving everything I sent out and then suddenly it all stopped. Please help, members are getting very impatient.

[Nichelle_M]

Hi @SylviaK00,

I'm sorry to hear that! The first step is to check for correct email addresses so I'm glad you did that. Next, you'll want to ask these contacts to check their spam folders to see if your email campaign was delivered there. (Note: Gmail users should also check the Promotions tab.) If your email campaign is in one of those folders, ask your contact to add your email address to their safe sender list in their email client.

You can also check the bounce report to see if any of the email addresses bounced and learn why.

Finally, if your contacts aren't receiving your email campaign at all, their Internet Service Provider (ISP) may be blocking it. In that case you'll need to ask them to contact their ISP and whitelist Constant Contact on their server.

I hope this helps!

[EvelynC336]

Hi, I have tried to use the sending function to my email. The system show the email has been sent, but it has been 2 hours passed and I have not receive the email yet. I have tried twice and received none. Could you please check if there is anything wrong for the system? Many thanks.

[Nichelle_M]

Hi @EvelynC336,

I'm very sorry to hear you didn't receive your own email. This can happen occasionally and we do have some troubleshooting steps for you to take. First check the bounce report to make sure it didn't bounce. Next, check the spam folder in your email program (or Promotions folder if it's a Gmail address) as Constant Contact may just need to be added to your safe senders list. Finally, it may be that your Internet Service Provider (ISP) is blocking one of Constant Contact's IP (Internet Protocol) addresses. If that's the case you can follow these steps to whitelist Constant Contact on your server.