Send Error campaign

[EvelynC336]

Hi, I have tried to use the sending function to my email. The system show the email has been sent, but it has been 2 hours passed and I have not receive the email yet. I have tried twice and received none. Could you please check if there is anything wrong for the system? Many thanks.

[Nichelle_M]

Hi @EvelynC336,

I'm very sorry to hear you didn't receive your own email. This can happen occasionally and we do have some troubleshooting steps for you to take. First check the bounce report to make sure it didn't bounce. Next, check the spam folder in your email program (or Promotions folder if it's a Gmail address) as Constant Contact may just need to be added to your safe senders list. Finally, it may be that your Internet Service Provider (ISP) is blocking one of Constant Contact's IP (Internet Protocol) addresses. If that's the case you can follow these steps to whitelist Constant Contact on your server.

[HalehB]

Since Constant Contact made the changes, some of our contants stopped recieving our emails. Sometimes its selective, they get some and not others, but sometimes they stop getting all messages. The report says the emails are being sent. Please help. I have been using this program for two separate organizations for 3+ years, and I have never seen this before on such a large scale. 

[DennisH47364]

I have the same experience. My open percentage sent from 50% to about 40%. I suspect that the emails are now going into spam or being captured in a spam filter. Because I always send a copy to myself, I am on my contact list, I looked there and found my email. CC reported to me that they did not change anything that would effect or cause this to happen.  I suspect they did and have not discovered the reason or effect.

[Caitlin_M]

Hello @HalehB and @DennisH47364. I apologize that some of your contacts are not receiving your emails. I understand how important the deliverability of your emails is to you. 

Constant Contact uses many different IP addresses to send your emails from. We don't always send your email from the same IP address, so it is possible that your contacts internet service providers may have certain IP addresses blocked. This would explain why they wouldn't receive all of your emails.

In order for this issue to be resolved, your contacts would have to take action to have Constant Contact whitelisted, where all of our sending IP addresses would be allowed to send email. I do understand that it is not ideal to have to ask your contacts to take action but as we cannot control what IP addresses your emails get sent from, they would have to allow all IP addresses in order to receive all of your emails. This could be especially useful if you notice that some of your contacts who did not receive your email have the same domains, such as a company or organization email. Please see this FAQ for more information about whitelisting Constant Contact. 

[RichC34]

Not sure what is going on. I myself never rec'd the email I created, though CC says it was sent successfully, and at least one other person on the list also did not receive a copy today - sent it at 10 a.m. These addresses are not on the bounced list and they are correct. Also noticed that our open rate today is WAAAAAy down, so something might be amiss. Can you help?

[Caitlin_M]

Hello @RichC34. I'm sorry that some of your contacts are not receiving your newsletter. I do see that you talked to one of our Deliverability specialists about this issue as well.

Although we show an email as sent, there is the possibility that the receivers end will not accept the email. Constant Contact sends from multiple IP addresses so it's possible that your contacts might not be accepting email from the particular IP address that was used to send your email. If you want to ensure that your contacts will be receiving your newsletter, I suggest asking them to contact their ISP to whitelist all of Constant Contact's IP addresses. 

[DanP.]

Hi - 

I had this issue some time ago and was shocked to discover that a Deliverability specialist, a supervisor in fact, admitted that some contacts on my contact list were not receiving my newsletters because they have been "suspended" as the result OF OTHER USERS. Naturally I was extremely upset and explained that I had spent many years building my database and that it was unfair that contacts I had added through my own careful and thoughtful hard work, were "suspended" by constantcontact for no discernible reason related to me, but to other constantcontact subscribers.

ConstantContact, I love you guys, but the situation described above should not be happening. Caitlin's reply to RichC34 is no doubt the more likely possibility, but I do believe it's worth mentioning that the scenario I experienced may be happening to others. I understand ConstantContact's position, which is that they do not want to be accused of being a vehicle to send unsolicited emails; but on the other hand, I may have gotten someone's permission to email them, years ago, and they simply may not remember being added to my contact list. 

If you (users) discover that your "bounce" list is high, export all of those bounces to a spreadsheet and examine them. Research a few of them, determine how many are indeed legitimate existing emails, check them for possible typos, and if the number of legitimate emails on your "bounce" list is more than 3 or 4 out of every hundred, you should contact ConstantContact and ask them for an explanation. They might indeed be "suspending" some of your email contacts based on complaints by that contact, as a result of OTHER subscribers communicating with that contact.

[kocaporale]

MY last campaign says it was sent, but no one has received. Please advise.

[Caitlin_M]

Hello @kocaporale. I viewed your most recently sent email and I do see that some of your contacts have opened the email. I'd like to ask a few clarifying questions:

• Have you heard from anyone directly that they haven't received the email?
• If someone said they didn't receive your campaign, did you have them check their spam or junk folder?
• GMail usually puts emails from Constant Contact into a promotions folder. If any of your contacts who said they didn't receive your email is using a GMail account, have them check this folder.
• If a contact has been frequently having trouble receiving your emails, they may have to contact their ISP and whitelist Constant Contact

If we can get any additional information about this, we can absolutely assist you further.