We have a subscriber to whom we send weekly newsletters (58 in total). They never bounce, but none have been received by the intended recipient.
They have checked with their ISP and none have gone into spam/ junk folders. The email address is correct.
We have checked with our website provider and our address is not blacklisted. I can't find any specific help on the CC knowledge base as all articles refer to bouncing emails, not ones that never arrive.
Does anyone have any experience of this and how can we resolve it? I'm also wondering if this is happening to other people we mail out to, but we don't know about it!
Hello @OACP ,
With all the troubleshooting you've done, I'd recommend reaching out to our Deliverability team directly. They're going to have the best insight on what steps can be taken for this contact, and can provide additional guidance on safelisting emails, safelisting domains, and setting up authentication if needed.
Follow up - having accepted that as a solution, I then tried to call the deliverability team on 0808 234 9315.
I was re-directed to voicemail (all users out of office), but the mailbox couldn't accept any more voicemail messages.
Can you tell me how I get hold of someone to resolve this, please?
Hello @OACP ,
I submitted a ticket to the Deliverability team, who should be reaching out within the next 24 business hours. I'd recommend updating your account to have a phone number (My Account > Personal Information). Otherwise, they'll be reaching out to the account's primary email address if they're unable to get ahold of you via phone.
Resolved thank you. For the record, this was due to the contact having a role address not allowed - admin@
Would like to click accepted solution, but there doesn't appear to have that button available at this moment.
"Authenticating your emails is the best way to ensure your emails achieve maximum deliverability. If you have your own domain, setting up self-authentication is especially important! " - WillSee Article
"Target your most engaged contacts by creating a segment. Create a special offer or show your appreciation!" - CaitlinSee Article
"Did you know? You can send unlimited test emails to your verified email address, but only 50 in a 24-hour period to non-verified email addresses." - NickSee Article