Subscribed Members not receiving email

[user176425]

We are having multiple members after receiving emails from us for years that are now not receiving.  I have checked their accounts.  On a couple their lists had been unsubscribed which I cannot figure out how that happened.  The others, everything is the same as it has always been.  Can you help me troubleshoot?

[William_A]

Hello @user176425 ,

If they're unsubscribed, then it means our system was told to unsub them. They either:

• explicitly clicked the unsubscribe link in the email footers,
• clicked the one-click unsubscribe option available in their email app/program,
• forwarded their email to someone who then clicked their coded unsub link, or
• someone in your account unsubscribed them

Whichever way the unsubscribe was prompted, we have to honor it for legal compliance reasons. See our main article on unsubscribed contacts if you need more info regarding this functionality.

As for any other contacts that just aren't receiving the email, make sure they're not bouncing, and that they've checked all their folders in their email program. If they have different inboxes (Promotions, Updates, Social, Other, etc.), they should check those as well to see if their email program is sorting your email into one of those, rather than the normal inbox. They should also check their spam/junk folder.

You're also using the ccsend rewrite, which may be impacting your delivery overall. Since you have your own domain, you really should be sending with self-authentication. You'll need to work with your webmaster / domain support to get this setup.

Once you've checked these parameters, your next step would be speaking with our Delivery team directly, if the issues persist, or if you're having trouble setting up self-authentication.

See also:

Email Authentication FAQ