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?
Solved! Go to Solution.
Since Constant Contact made the changes, some of our contants stopped recieving our emails. Sometimes its selective, they get some and not others, but sometimes they stop getting all messages. The report says the emails are being sent. Please help. I have been using this program for two separate organizations for 3+ years, and I have never seen this before on such a large scale.
I have the same experience. My open percentage sent from 50% to about 40%. I suspect that the emails are now going into spam or being captured in a spam filter. Because I always send a copy to myself, I am on my contact list, I looked there and found my email. CC reported to me that they did not change anything that would effect or cause this to happen. I suspect they did and have not discovered the reason or effect.
Constant Contact uses many different IP addresses to send your emails from. We don't always send your email from the same IP address, so it is possible that your contacts internet service providers may have certain IP addresses blocked. This would explain why they wouldn't receive all of your emails.
In order for this issue to be resolved, your contacts would have to take action to have Constant Contact whitelisted, where all of our sending IP addresses would be allowed to send email. I do understand that it is not ideal to have to ask your contacts to take action but as we cannot control what IP addresses your emails get sent from, they would have to allow all IP addresses in order to receive all of your emails. This could be especially useful if you notice that some of your contacts who did not receive your email have the same domains, such as a company or organization email. Please see this FAQ for more information about whitelisting Constant Contact.
Hello @RichC34. I'm sorry that some of your contacts are not receiving your newsletter. I do see that you talked to one of our Deliverability specialists about this issue as well.
Although we show an email as sent, there is the possibility that the receivers end will not accept the email. Constant Contact sends from multiple IP addresses so it's possible that your contacts might not be accepting email from the particular IP address that was used to send your email. If you want to ensure that your contacts will be receiving your newsletter, I suggest asking them to contact their ISP to whitelist all of Constant Contact's IP addresses.
I had this issue some time ago and was shocked to discover that a Deliverability specialist, a supervisor in fact, admitted that some contacts on my contact list were not receiving my newsletters because they have been "suspended" as the result OF OTHER USERS. Naturally I was extremely upset and explained that I had spent many years building my database and that it was unfair that contacts I had added through my own careful and thoughtful hard work, were "suspended" by constantcontact for no discernible reason related to me, but to other constantcontact subscribers.
ConstantContact, I love you guys, but the situation described above should not be happening. Caitlin's reply to RichC34 is no doubt the more likely possibility, but I do believe it's worth mentioning that the scenario I experienced may be happening to others. I understand ConstantContact's position, which is that they do not want to be accused of being a vehicle to send unsolicited emails; but on the other hand, I may have gotten someone's permission to email them, years ago, and they simply may not remember being added to my contact list.
If you (users) discover that your "bounce" list is high, export all of those bounces to a spreadsheet and examine them. Research a few of them, determine how many are indeed legitimate existing emails, check them for possible typos, and if the number of legitimate emails on your "bounce" list is more than 3 or 4 out of every hundred, you should contact ConstantContact and ask them for an explanation. They might indeed be "suspending" some of your email contacts based on complaints by that contact, as a result of OTHER subscribers communicating with that contact.
Hello @kocaporale. I viewed your most recently sent email and I do see that some of your contacts have opened the email. I'd like to ask a few clarifying questions:
If we can get any additional information about this, we can absolutely assist you further.
Hello @RandyF19. I apologize that you are not receiving some of our emails but we can certainly help you with this. When customers have trouble receiving emails, we suggest whitelisting Constant Contact in their security program. We provide a list of our sending IP addresses here.
I am sorry to hear that you are not receiving emails at your business address lately. This can happen if there is a change in the Spam filter on your email address. You can whitelist our services, if needed. I would also recommend reaching out to our deliverability team, as they will be able to help troubleshoot this further. Here is how you can get in touch with them.
Hello @pearll0. I'm sorry that you are having trouble receiving test emails to yourself.
I would also recommend whitelisting Constant Contact in your security program. We sent our emails from many different IP addresses and it's possible that your security program might not have recognized one of them.
Hi, my name is Viviane. I'm the director of Inffinito and manager of the Constant Contact account. My email does not work or receive any test or information from you. I'm think of closing my account if this issur is not solved. thanks, V
Oh no! I'm very sorry to hear you are not receiving any test emails or mailings from us! I definitely want to get this sorted out for you.
I did a test send from your account and received a test copy moments later. This makes me think the issue might involve your ISP blocking our emails from getting through. It's possible you had no issues receiving tests in the past, but if any updates or changes were made to your ISP's security it could impact the deliverability. I encourage you to check out the following articles on whitelisting and forward them to the department responsible for maintanig your ISP security.
If this does not resolve the issue I recommend speaking with our Deliverability specialists. They can be reached at 866-433-8499. Their hours are 7AM to 11PM EST Monday through Thursday and 7AM to 9PM EST on Fridays.
Thanks for reaching out because we know how important it is for your contacts to receive your email communications! I'm sorry this is happening but certain firewalls can prevent delivery of emails. You'll just need to forward your contact(s) our instructions for whitelisting Constant Contact in their local security programs.
Recently we have been informed that some contacts are not receiving our weekly update email. This is weird as we have been using this program for a few years and have never had this happen. I send a weekly update out to the same group of contacts every week. It says all were sent successfully. However, customers have called asking where it was and they did not receive it, not even in their spam folders. Some of our in house employees get the update as well and none of us receive it either. I checked Constant Contact Help and they say to reach out to our contacts and ask them to contact their ISP. Not too fond of that idea as that creates work for our contacts. Also, why would this happen out of the blue after many, many succesful weeks of emails?? Plus we aren't even sure which contacts are not receiving, because some confirmed they did receive as usual. They all list as successfully sent.
I'm going to continue to test things to see if I can get it to work, but any help or tips would be greatly appreciated.
I'm sorry for the issue you're experiencing. A few things that may help to determine why this is happening are listed here: are the email addresses affected a private domain email, or are they public (such as Gmail, Yahoo, Hotmail, etc.)? If they are public domain emails, adding the from email address as a safe sender (typically just adding it as a contact in most email clients) is recommended for deliverability purposes. Here is an article that goes through how to do just that.
There are a number of differing reasons why emails could not be received, however. We have a specialized team that can help you with your contacts not receiving emails. The Deliverability team can be contacted directly, and are available to help you with this, and their hours are linked here.
If there is anything else you might need assistance with, please let us know!
We are experiencing the same problem, out of the blue our email, (company) and our admin's email which gets 'test' emails is not working. They suggested it is our carriers (both different carriers) and then our computer. To eliminate our computer as the problem we set up a gmail account (from same computer they said is causing the problem) and we received emails. I can understand maybe one carrier upgrading and something going wrong, but both emails we use as company base?
Not satisfied with the "help" we recieved.