Contact not receiving email

[user407392]

We have a Contact List of employees who receive certain employee-related newsletters. We most recently updated the Employee Contact List in August. Since then, one employee who is on the list is not receiving one of our employee-related newsletters even though that person is on the contact list we created in August. The person receives other employee-related newsletters. I have checked the person's engagement in Constant Contact and "Was sent ..." doesn't show for this person for the newsletter they're not getting.

I would appreciate any suggestions. 

[William_A]

Hello @user407392 ,

If they're not even showing as "sent to" that would indicate they're either unsubscribed / don't have an applicable permission set, or not on the list that you've been sending to.

[user407392]

Thank you. I appreciate the help. They're definitely subscribed. When I look under permissions, the only options I see are Subscribed or Temporary Hold. I have also confirmed they are on the List. Do you have any other suggestions?

[William_A]

Were they on the list prior to the last email sendout? Does their permission explicitly say they are subscribed, not under temporary hold or a different type?

[user407392]

Correct. They were on the list before the last sendout. They have not received the monthly newsletter since August even though they've been on the list since that time (so four missed newsletters). It explicitly says subscribed. I just removed and re-added them from the list - wondering if that might help? We are also working to import a new employee list - wondering if that might help as well?

[William_A · Accepted solution]

At this point, we'd need to explicitly look at the contact, which means you'd need to call in for more private troubleshooting than what a public forum can provide. I'd advise calling the delivery team for further assistance.