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Recipients Not Receiving Emails

SOLVED
Advisor

Recipients Not Receiving Emails

Hi Constant Contact,

 

I am gettting a few reports that all of my sent emails are not being received. I have heard this from a few people, but I researched specifically one of the complaining addresses. The log for that address reflects that the emails have been sent, but the person is telling me that not only have they not gotten my emails (for a few months), but that they are also NOT in their spam folder. This particular person has Gmail (I don't know if that is relevent or not). I did see that there was another thread recently started about this issue, but that thread was addressing a much larger database than mine and was on a "corporate" level. I am just a small non-profit and don't work on the same scale as the other, so I figured I would start a different thread. Any insight or help that you can give would be appreciated.

10 REPLIES 10
CTCT Employee

Re: Recipients Not Receiving Emails

UPDATED: March 2018

 

Hi Grace,

 

Sorry to hear you're having trouble with your email's deliverability. Have you checked your bounces to see if any of the problematic email addresses are showing up there? We have our bounces categorized so if you do find any of these addresses there, it should also give you a reason they are bouncing. If they are not listed under bounces, they may be getting filtered out entirely by your contact's spam filter or ISP. I would suggest utilizing our spam check button when creating your emails to gauge its risk of filtration prior to sending. In addition to that I would also suggest turning on authentication in your account. If you're still having difficulties though, please feel free to give us a call for more in depth trouble shooting. I've listed our contact information below.

 

 

Click here for the hours and contact information for our Deliverability team.

 

Note: If a contact is using Gmail and it is not in their inbox or spam folders, have them check their Promotion tab. Click here to learn more.

Alex Morse
Customer Support Specialist

If you find my post helpful, and it answers your question, please mark it as an "Accepted Solution"
Advisor

Re: Recipients Not Receiving Emails

No, it's not coming back as bounced. I have a very low bounce rate; most weeks it's at zero. I have also asked the contact to check their spam filter and they have assured me that it's not in their spam folder either.

Honored Contributor

Re: Recipients Not Receiving Emails

Hi Grace,

 

I'm sorry that your contact isn't receiving your emails that you send out from us.

 

In order for us to best troubleshoot, we need to know the email address of the contact.

 

If you could email us at social_support(at)constantcontact(dot)com or give our Support Reps a call for immediate assistance at 1-866-289-2101.

 

Thank you!

Highlighted
All Star

Re: Recipients Not Receiving Emails

Hello,

I am also having trouble with this problem. My authentification is turned on and my spam check shows that this is a low risk.  Is there anything else that can be done to fix this?

CTCT Employee

Re: Recipients Not Receiving Emails

Hello @MichalS48

 

We have a delivery team that would be the best people to help you figure this out.  They currently only accept phone calls; however they can be reached by calling our direct support line and listening for the prompt for the Delivery Team.  

Re: Recipients Not Receiving Emails

I was having the same issue with test emails in Google.  The emails ended up going into the "Promotions" folder instead and bypassing Spam and the Inbox altogether.

Occasional Contributor

Re: Recipients Not Receiving Emails

Re: Recipients Not Receiving Emails

I was having the same issue with test emails in Google.  The emails ended up going into the "Promotions" folder instead and bypassing Spam and the Inbox altogether.

 

I am having this problem also. Please advise.

Moderator

Re: Recipients Not Receiving Emails

Hi @Mike_Hunter  and @DrRobertWillis 

 

I can understand how important it is for both of your emails to be properly delivered to your contacts. I apologize you are seeing them land in the Promotions tab for Gmail users. With that said, this is due to a setting in Gmail specificallyGmail introduced different inbox tabs, including the Promotions tab, to help improve deliverability and open rates, and to decrease spam complaints from their users. Because of this we suggest clicking and dragging one of your emails from the Promotions tab.

 

gmail-move-email-into-primary-tab.png

 

By doing so, all future emails from you will be delivered to the Primary tab.


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.

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New Member

Re: Recipients Not Receiving Emails

Hi - 

I am new to Constant Contact and discovering that recipients with valid, non-spam emails are not receiving them. These emails are not bouncing, and they have been vetted for validity. In some cases I suspect they may be landing in the recipient's "Promotions" tab, if the account is with GMail. 

I'm unclear about the recent response from CC Support Frankie_P. It seems like she is suggesting that we need to have the recipient physically move the email from the "Promotions" folder to the "Primary" folder, to ensure that all future emails land in the "Primary" folder. I understand how to do this with a GMail account. But is this not something that only the recipient can do. As the sender, how do we stop this from happening? With a small business and a small list, it is sometimes possible to inform the recipient about how to do this simply because we personally know the recipient. But this wouldn't work so well as a long-term solution. Is there something in Frankie_P's suggestion that I am not seeing? Something that the sender can do to get the emails not to land in "Promotions", outside of personally telling these recipients how to do this?

Thanks so much!