Our newsletters are not being received by those with a Proton mail email address

[Bill36]

Hi - We have created 3 news letters and a few emails and I test with both my @ shaw email and my @prontonmail.com emails and my tests were only showing up in my @ shaw email inbox. I have had continued feedback that others in our lists that have protonmail accounts are not getting the emails as well. Is this a known issue and if not can you look into this for us? If it is known - how can we make this work for those who have that email address? Thank you

[William_A · Accepted solution]

Hello @Bill36 ,

I was able to test send your last several drafts and sendouts, and receive them in my regular inbox right away without issue. However, I am not you, which is what your email program is likely having an issue with. When you send an email to yourself through us - test or otherwise - it has the chance to trigger a warning message or be spammed out depending on your email program's settings. This is because it's an email being sent to you, claiming to be from yourself, but actually coming from a different source (us). For you, it should be as simple as dragging the email into your regular inbox to teach your email program's algorithm to trust it. If you're not finding the email even in your junk folder, it'd be worth reaching out to your IT / or network support to see if the emails are being quarantined.

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Here are some general best practices for deliverability. Deliverability 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. I'd also recommend setting up your Constant Contact account for self-authentication if you're sending emails using an address that has its own domain (i.e. your business address), rather than a free one (Gmail, Live, Yahoo, AOL, Hotmail, Verizon, etc.) With all the delivery gatekeeping and anti-spam/malware safeguards in place, it's necessary for businesses using an ESP to have this in place.

If you need some more insight and guidance on setting up your account's self-authentication, feel free to reach out to one of our general support channels (including here in the Community), but bear in mind a lot of the necessary info can only come from whomever manages your 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 Deliverability agents.