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All our emails suddenly going to Junk after years of use

Occasional Participant

All our emails suddenly going to Junk after years of use

After years of using CC, all of our emails are suddenly going to folks' Junk folders. Even for folks who've been receiving them for years. This is widespread. Our open rates just plunged from the upper 30% to 12%. I don't even see my own emails--they go to MY junk folder!

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.


41 REPLIES 41
Participating Solution Provider

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

Hi GillianB79,

Do you have Authentication on in your account? Check to make sure, this helps build your deliverability reputation. I would recommend checking to make sure your subject line doesn't contain anything problematic.

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All Star

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

I have Authentication turned on.  What I don't have activated is self-published authentication, and I'm wondering if that may help align us w/ our DMARC policy.

 

Subject lines are pretty banal (we're a church judicatory) except I did use the phrase "Last call" in the last one to encourage folks to register for an event...

All Star

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

This is happening to us, as well. No particular email client. And we send different kinds of emails on a weekly basis (different topics and audiences)--have done so for years--and it is happening with all of them. The nature of the content, format, etc. has not changed in any way.

Tags (4)
CTCT Employee

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

Hello @SarahB15,

 

I apologize that this is happening to you as well. I recommend turning on your authentication to see if that helps your emails not go into junk or spam. I also recommend giving our Delivery team a call and they may be able to provide you with more information and do more research on why this is happening. 


Zoe H.
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.
All Star

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

Authentication is already on. 

Moderator

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

Hi @GillianB79 

 

I can understand how important it is for emails to be delivered to your contacts. Is there a particular email client it is going into the junk folder through? Gmail, Yahoo, Outlook? We have seen cases where deliverability issues can be related to content or even its subject line. Sending a blank email with a simple subject line is a quick way to see if the email is being blocked due to content. We suggest sending yourself a test of both the Support Copy and Blank Support Test available in your account. Can you receive either of these campaigns in your inbox? We also have our Deliverability Specialists available by phone for further troubleshooting. These support agents can help look into this email campaign and any other email that may not be delivered.


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.
Occasional Participant

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

It turned out that our tech support company had just implemented a strict DMARC policy on our email server without telling us. I convinced them to follow the steps in "Self-Publishing for Authentication" to update our DNS records and that seems to have done the trick. Open rates back up and emails going to inboxes. 

CTCT Employee

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

Hello @GillianB79,

 

Thank you for this information! We are very glad that your open rates are back up and your customers can receive your emails again in the inbox. 


Zoe H.
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.

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

Hello,

 

Our organization is having the same issue, even the emails going to our staff went into Junk. We consulted with our technical consultants and this is what they said.

 

Wellspring Calgary has noticed that emails sent via Constant Contact started to be filtered as Junk by Microsoft Office 365, due to increased BCL level;

 

We are aware that we can set up a work-around ‘internally’ by adjusting filter level or setting up transport rule (FYI, our spam filter level is set to default), however, as paid service user, we would like to address a concern that our emails could end up in our recipient’s junk mailbox, since we do not have control of their email server. Also, considering Microsoft Office 365 happen to be one of the largest enterprise email service provider, I believe we wouldn’t be the only one having the issue.

 

Clearly we are not the only ones with this issue and wondering if Constant Contact has addressed this issue other than saying it's something we are doing wrong on our end.

 

Thanks for you help,

 

Bobbi