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Contacts Not Receiving Emails

Recently we have been informed that some contacts are not receiving our weekly update email. This is weird as we have been using this program for a few years and have never had this happen. I send a weekly update out to the same group of contacts every week. It says all were sent successfully. However, customers have called asking where it was and they did not receive it, not even in their spam folders. Some of our in house employees get the update as well and none of us receive it either. I checked Constant Contact Help and they say to reach out to our contacts and ask them to contact their ISP. Not too fond of that idea as that creates work for our contacts. Also, why would this happen out of the blue after many, many succesful weeks of emails?? Plus we aren't even sure which contacts are not receiving, because some confirmed they did receive as usual. They all list as successfully sent.

 

I'm going to continue to test things to see if I can get it to work, but any help or tips would be greatly appreciated.

CTCT Employee

Re: Contacts Not Receiving Emails

Hi @ElizabethD273!

 

I'm sorry for the issue you're experiencing. A few things that may help to determine why this is happening are listed here: are the email addresses affected a private domain email, or are they public (such as Gmail, Yahoo, Hotmail, etc.)? If they are public domain emails, adding the from email address as a safe sender (typically just adding it as a contact in most email clients) is recommended for deliverability purposes. Here is an article that goes through how to do just that. 

 

There are a number of differing reasons why emails could not be received, however. We have a specialized team that can help you with your contacts not receiving emails. The Deliverability team can be contacted directly, and are available to help you with this, and their hours are linked here.

 

If there is anything else you might need assistance with, please let us know!

 

Gwendolyn B
Customer Engagement Specialist
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New Member

Re: Contacts Not Receiving Emails

We are experiencing the same problem, out of the blue our email, (company) and our admin's email which gets 'test' emails is not working. They suggested it is our carriers (both different carriers) and then our computer. To eliminate our computer as the problem we set up a gmail account (from same computer they said is causing the problem) and we received emails. I can understand maybe one carrier upgrading and something going wrong, but both emails we use as company base?

 

Not satisfied with the "help" we recieved.

Moderator

Re: Contacts Not Receiving Emails

Hello @MargrettaS. I'm sorry that you were having trouble with receiving test emails. We'd like to help you with this and see what might be causing the test emails to not come through. Could you please email us at social_support(at)constantcontact(dot)com with the email addresses that are not receiving tests and a reference to this post?


Caitlin M.
Community & Social Media Support

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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: Contacts Not Receiving Emails

This is happening to us as well. This week, no one received our test email. We send it to distribution list under our organization domain. We've tested the DL and it is working fine. Several of us have tried sending test emails to ourselves; for some, it worked fine (I received them & have a Gmail address, another user with an Earthlink account did not). This morning the email went out to our full list but some of our proofers are reporting not receiving it. These are people who regularly receive our emails.  

All Star

Re: Not receiving the test emails sent from preview.

The same thing happened to us this week -- our test email from preview was not received (it's sent to a DL that we have tested is working). Today the full email that is sent was not received by regulars who receive the email. How would we identify a problem (and why does the test email say the email has been sent when in fact it hasn't?

Moderator

Re: Not receiving the test emails sent from preview.

Hello @CBECBE,

 

Thank you for reaching out to us. Distribution lists (or role addresses as they are also called) are not able to be sent to. The reason being is because there are potentially many email addresses on the other side of a distribution list, we cannot guarantee that every address gave permission to receive the email. Click here to learn which role addresses are currently blocked from being able to send to. 

 

If you find that your address is not represented on that list you can reach out to us at social_support(at)constantcontact(dot)com with your username, the address in question, and a reference to this post. We can investigate for you. Or, you can contact our Deliverability specialists at 866.433.8499 (U.S.) or 339.222.5900 (International). They are available 8AM to 10PM ET Monday through Thursday and 8AM to 9PM ET on Fridays.

 

Additionally, if contacts were sent the email separate from the distribution list and they are business domains (i.e. @constantcontact.com) then it's possible Constant Contact needs to be whitelisted in your organization's ISP security settings. Click here for information on whitelisting.


Nick S.
Social Media & Content Manager

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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 Visitor

Test email not working.

When sending a test email, it is received by my personal email account (gmail), but not my corporate account (Outlook 365).  I am not comfortable starting this campaign until I understand why the test email is not received by Outlook.

Moderator

Re: Test email not working.

Hello @IanS04,

 

Thank you for coming to the Community with your inquiry. The most likely reason you did not receive it at your corporate account is because the ISP (Internet Service Provider) in which your corporate address is housed has certain security filters in place that prevented it from coming through. This happens with many business email addresses that want to control the flow of emails that make it into their system. I would take a look at this article on whitelisting and refer it to the IT team or department responsible for managing your corporate email address. We definitely want to make sure you feel comfortable sending your email campaigns!


Nick S.
Social Media & Content Manager

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.
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Occasional Visitor

Re: Test email not working.

We use mimecast as our email filter, and I had already whitelisted the domains suggested by ConstantContact.  I also get ConstantContact email from other firms, and even your email (from a constantcontact domain) got through.  I set up a test campaign with only a few emails from my firm, and none of them got through either.  Any other ideas?