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All our emails suddenly going to Junk after years of use

Top Answer
Frankie_P
Moderator

Hi @Alanw102 

 

I apologize for any confusion my previous response may have caused. We are aware of this experience users are having with contacts in Outlook 365. We are also working with Microsoft's Support to resolve this. At this time we do have limited information in terms of the specific cause of the issue. We do however know that when customers report experiences like this directly to Microsoft, the issue tends to resolve more quickly as this is happening on Microsoft's end.


Occasional Advisor

Re: All our emails suddenly going to Junk after years of use

We have also been using Constant Contact for years, and noticed the same thing around mid May 2019. Our staff - my boss - found our emails in her junk folder, and whole staff said the same thing, that it started happening around mid-May. We use Outlook, and guessing our clients/customers who use Outlook may have had the same experience. Open rates declined dramatically. What can we/you do to remedy this? 

Advisor

Re: All our emails suddenly going to Junk after years of use

I really don't know what we can do.   Constant Contact so far has maintained they have not changed anything but everyone seems to have had the same thing happen around the same time.

 

Perhaps they need to get someone to respond here that is not just their social media PR people.

 

Can we get a supervisor or someone technical please?  Last night our report got a whopping 38% open rate.   May 1st we were getting 56%.   

All Star

Re: All our emails suddenly going to Junk after years of use

For us it was that our tech support company which manages our Outlook 365 Exchange server had upgraded its DMARC policy to "full DMARC implementation' to make it stricter. I don't understand the details but basically this meant our emails would be flagged by other servers as well as our own as not being legitimately from our domain, even though we had CC authentication turned on. Shifting to self-published authentication and adding the keys CC sent us to our DNS file (per the instructions on the self-publication page in the Knowledge Base) solved the problem.

This shift to full-DMARC implementation is best practice, even more important w/ all the attention to spoofing and bots out there. Maybe Microsoft has done the same on all its O365 servers, whether managed client-side or by MS?  So folks should maybe look into self-publishing their authentication?

Advisor

Re: All our emails suddenly going to Junk after years of use

I don't particularly understand what you are saying.    If the emails are sent from Constant Contacts' servers and has the ccsend.com domain, what would it matter what your internal exchange server does?

 

Your comment that perhaps Microsoft has done this with all their 365 servers makes sense but shouldn't Constant Contact know that, or find out about it, and do something about it?

 

My issue is that Constant Contact does not seem to be handling this well.   They need to find out what happened and let us know, not the other way around.

Highlighted
All Star

Re: All our emails suddenly going to Junk after years of use

 

I don’t understand the details, not being a server person, but I think the key is in the bits I’ve copied below.. I bet a lot of MS Outlook servers have shifted from just SPF and DKIM to DMARC.

 

 

https://knowledgebase.constantcontact.com/articles/KnowledgeBase/5865-overview-of-what-is-involved-i...

___

When you send mail through Constant Contact, we take care of authenticating your email and it will pass SPF and DKIM (definitions below). It will not pass DMARC. Read more about how to pass DMARC alignment when using Constant Contact.

 

 

How Does Email Get Authenticated?

Internet Service Providers (ISPs) look for different types of authentication before allowing an email to be delivered to your Inbox. Authentication could be any of the following:

  • Sender ID - Authenticates who is allowed to send mail on behalf of the domain found in the From line.
  • SPF (Sender Policy Framework) - Authenticates who is allowed to send mail on behalf of the domain found in the return-path address (the domain found in the headers used by mail servers for bounces).
  • DKIM (Domain Keys Identified Mail ) - Developed in part by Yahoo and also seeks to validate that an email was sent by an authorized sender using an encryption key to automatically verify the email's origin.
  • DMARC - A policy set by the sending domain which states what type of Authentication their messages are signed with (SPF or DKIM), and tells the receiving domain what they should do with the mail (bounce, quarantine) if it does not pass authentication. 

 

 

Self-publish for Authentication and be DMARC Aligned

If your organization wants to be DMARC aligned, click the link to find out what you need to do here. With DMARC alignment you create a domain reputation based on your own domain rather than a subdomain of Constant Contact. Once you have self-published for authentication, make sure your 'from' email is the one from your own domain. Change it in the Signature Information section of My Settings.

Advisor

Re: All our emails suddenly going to Junk after years of use

So if this is true does it mean Constant Contact having me authenticate my email through them was worthless?

 

Once again, why is Constant Contact not getting to the bottom of this.   If it was their change or a change in one of the top server companies, shouldn't they know about it and make adjustments?

 

HELLO CONSTANT CONTACT?

Moderator

Re: All our emails suddenly going to Junk after years of use

Hi @Alanw102 

 

Thank you for sharing your feedback as we continue to look into this experience. There are a few points in some of your responses in this thread I would like to touch upon, for instance your questions about email authentication in your account. Though your email sends through our servers, it will appear to be coming from you. Not only this, but they will also not have the ccsend.com domain until the authentication is turned on. Email authentication helps as your internal exchange server plays a big role in your email properly being delivered. Our Deliverability specialists are available by phone to answer any questions you may have on this.

 

As for your current experience, are you using Outlook 365? We have received reports of emails landing in spam for customers who use outlook protection for spam filtering in Outlook 365. This experience is something we are continuing to troubleshoot. In the meantime we suggest marking the email as not spam, and adjusting your internal spam filtering settings. This helps Microsoft Office learn the emails is not spam. I apologize at this time we do not have a time estimate of when this will be resolved, but we do know that reporting this to Microsoft directly is helpful. This can be done through their website specifically under the section titled: Submit messages that were tagged as junk but should have been allowed through.


Frankie.P
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.
Advisor

Re: All our emails suddenly going to Junk after years of use

Frankie

 

Thanks but your response is not good enough.  I had 4 more ask me why they have not received any emails from me the past month.

 

In other words, even though I turned Authentication on, it has not done a thing.   Since this happened over a month ago, Constant Contact should have known about it and helped us, NOT wait a month for us to start complaining.

 

I would think you guys are big enough to contact Microsoft and ask them what you should do, not have us badger our customers to do it.

 

You are doing a terrible job of handling this and I am a very disappointed and angry customer.

 

I am going to ask one more time for Constant Contact to give us a statement from someone who knows what is going on.

 

WHAT SHOULD WE DO TO FIX THIS BEFORE YOU RUIN MY BUSINESS.

Moderator

Re: All our emails suddenly going to Junk after years of use

Hi @Alanw102 

 

I apologize for any confusion my previous response may have caused. We are aware of this experience users are having with contacts in Outlook 365. We are also working with Microsoft's Support to resolve this. At this time we do have limited information in terms of the specific cause of the issue. We do however know that when customers report experiences like this directly to Microsoft, the issue tends to resolve more quickly as this is happening on Microsoft's end.


Frankie.P
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.
Moderator

Re: All our emails suddenly going to Junk after years of use

Hi @EpiscopalRI 

 

Thank you for sharing these details along with your workaround here in the Community! While we’re sorry to hear you’re having this experience, it does sound like it may be being caused by your spam filtering. Adjusting your internal spam filtering settings is the workaround we are suggesting other Outlook 365 users to take as well. We also suggest marking the email as not spam and reporting this to Microsoft directly. The option to report this to their support directly is available through the section titled: Submit messages that were tagged as junk but should have been allowed through.


Frankie.P
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.