CC email not being read even though it has been sent and is listed as sent

[user6300638]

A contact tells me she is not getting the CC email. Yet according to this site it is being sent, it is listed as being read and yet she insists she is not getting it, she checked her spam folder. Husband says he is not opening it as they use different computers.

[William_A · Accepted solution]

Hello @user6300638 ,

If the email is showing as opened in our reporting, but the contact is alleging they never explicitly opened it, then it's either an inbox preview functionality triggering the open track, or a security program triggering it when checking for malware. If the latter, then that would also potentially result in the email being spammed out or wholly kept from delivery.

Here are some general best practices for delivery.

Delivery can have a lot of variables, from elements on our side, on your side, on the recipient's side, and in their email system company's side. It's typically best to set up additional authentication for your emails, such as self-authentication if you have your own domain.

If you'd like to learn more about safelisting, and what it entails:

Safelisting domains in a security system

Safelisting email addresses in an email client or security system

If you're wanting more in-depth, specialized insight on your current deliverability, it'd be worth speaking with one of our Delivery agents.

[user6300638]

thank you, is it possible the husband of this contact has email mixed up with her email. They are both on yahoo. He is opening his email 6 times this week and yet he is listed only once on the overall lists of the openings. Does the list of opens match exactly each contacts individual engagements?

[William_A]

The list of all opens will match their individual opens, yes.

[user6300638]

If a contact opens the email on the same device more than once is that one opening or does the engagement get listed for each opening even on the same device.

[William_A]

Individual re-downloads/showings of the transparent 1x1 pixel that tracks opens count toward the total opens. If this occurs on the same device, then that contributes to the overall total. These are not unique opens, but they are opens. 

See the following articles for more general info on opens:

• How email opens are tracked
• Multiple opens of an email