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.
Hello @SFAWDM. I'm sorry that your staff is having trouble receiving emails from us! We usually suggest whitelisting as the first step but I see that you have already done this. At this point, our Deliverability team would be best equipped to look into this further for you, especially since you have done whitelisting already. Here is a link to their phone numbers and hours of operation.
I have sent several bulk mails in the last few days but some of our clients do not receive them.
We maintain the pop3 mail for at least one of the clients who does not receive their mails. This gives us the opportunity to check the server mail logs and the clients mailbox spam bucket (on the server not the mail client). The spam bucket is clear and according to the server logs of the receiving mail server the mail just never arrived. This has happened with all of our mailings for this particular client.
The CC Email Stats (delivery log) does not show this recipient as blocked or suspended. According to CC email stats the mail was sent but not opened.
Presumably CC maintain detailed sending server logs which would detail the attempt of the CC sending server to deliver the message and would have recorded the reason for the rejection.?
Any advice on how to solve this please.?
Hello DanielB063! Thank you so much for contacting the Community and for all of the helpful information that you have provided. I am sorry to hear that some of your clients are not receiving your emails. Please call our Account Review team at 866-433-8499 for further assistance, as they are dedicated to troubleshooting issues such as these.
Thank you for reaching out to the Community! I apologize for the experience you're having with your emails being filtered through this ISP system. Has there been any changes or updates to that system’s security program? If these emails are not being delivered, I suggest Whitelisting Constant Contact's Website and IP Addresses. If you continue to experience this after whitelisting, I also suggest reaching out to our Deliverability Specialists. These support agents can help look further into this domain or any other emails that may not be delivering.
I send a test of all emails I create to my team prior to sending them to our customers, and 1 of the 4 of us does not consistently receive the tests. She sometimes receives them but not always. They are not blocked and are not going to spam. We use Outlook 365 in our office.
Thank you for reaching out to the Constant Contact Community! It's my pleasure to assist you today.
I'm very sorry to hear that one of your recipients isn't consistently receiving your test emails. If they aren't going to spam you can try Whitelisting Constant Contact in your Security Program to consistently ensure delivery. If this doesn't resolve the issue, please send us an email to social_support(at)constantcontact(dot)com with your username, a reference to this post, the email address of the recipient who doesn't consistently receive the email, and any other information you feel is appropriate. We will take a look and find you some resolution.
Thank you for using Constant Contact! Have a great weekend.
Thank you for posting this to the Community!
I am sorry to hear that you are receiving reports of your emails not being delivered. I know how important it is to have your message delivered and I am more than happy to assist! In this case I will need some additional information to determine what may be happening. Please send an email to social_support(at)constantcontact(dot)com with the following information:
Your account username:
The name of a campaign that is not being delivered:
A few examples of contacts who are not receiving this email:
Please feel free to give us a call for immediate assistance with this issue. Click Here for our contact information.
Thank you for using Constant Contact, have a great day!
I’m sorry to hear you aren’t receiving your test emails! We always suggest checking your spam or junk folder first to see if it is there. If it is not there, please try sending a test to a different address. It's possible that one of our IP addresses are being blocked by your email security settings. Because of this we suggest Whitelisting Constant Contact Website and IP Addresses with your Security Program.
If you continue to have this experience this after whitelisting, I also suggest reaching out to our Deliverability Specialists. These support agents can help look further into this domain or any other emails that may not be delivering.
Thanks for your support. I have added 3 different email ID (including gmail), but still I haven't received them. Also, I do receive campaign mails from other companies who uses constant contact. So, I am getting mails from other companies, I should get these emails as well, isn't it?
Thanks for the update! I'm so sorry you're still not receiving your preview/test emails as we know how important this is. At this time, we recommend reaching out directly to a Deliverability Specialist who can provide even more troubleshooting assistance.
I'm sorry to hear that you are not receiving test emails. We appreciate you bringing this to our attention! We will need to narrow down the cause of test emails not being received. The first step that I suggest is that you try sending a test to an alternate email address. If this test is received then you will know that it is an issue with the original email address. In this case you will need to check the security settings of the original email address and make sure that Constant Contact is "whitelisted." You can find instructions for whitelisting here.
Once you have followed the processes above for whitelisting try sending another test email. If this still does not work I recommend calling our support team for more in depth troubleshooting of why your test emails are not being received. You can find their contact number and hours of operation here.
Please let us know if there is anything else we can do for you.
Thank you for posting this to the Community!
Oh no! I’m sorry to hear that you are not receiving those test emails. There are a number of reasons why a test email may be delayed or not received at all. Please check your spam or junk folder to see if it is there. If it is not there, please try sending a test to a different address. If you receive the test on the other address then it is likely being blocked on the original address. If that is the case, I would suggest whitelisting Constant Contact on your security program. Click Here for our whitelisting information.
If you continue to have issues receiving those test emails then I would suggest giving us a call to further troubleshoot. We have a deliverability team that would be happy to further assist. Please Click Here for our contact information.
I sure do hope that this helps. Thank you for using Constant Contact, have a great day!