Troubleshoot: Emails not being delivered, including test emails

[JessicaV95]

Hi, I work for a nonprofit organization and Constant Contact is an important tool for our marketing goals. 

I have two team members who are not receiving emails, including test emails. I checked their status and they are actively subscribed and their personal information is correct. 

Can you please troubleshoot this issue or provide guidance on how to solve this problem?

With appreciation, 

Jess

[William_A]

Hello @JessicaV95 ,

I was able to test send your emails and receive them in my regular inbox right away, without any issues. However, I am not you, which is what your email program is likely having an issue with. When you send an email to yourself (or others in your organization) 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. 

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. It's a best practice to set up self-authentication since you're sending using an address with your own, unique domain. 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'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.

See also:

Email Authentication FAQ