customers not getting emails

[KristiV83]

I have several customers that have said they are not getting their emails. I've double checked their email addresses and they have checked their spam folders. Can you please help me figure this out? Check  and 

[William_A · Accepted solution]

Hello @KristiV83 ,

The first contact you provided is showing engagement activity for your emails, including the Jan 2022 email. The second contact is showing as Awaiting Confirmation, on their contact card, meaning they won't be sent any emails until they complete the Confirm Opt-In (COI) process. 

If the second contact is unable to find the automated COI email we sent when you added their address to your account, they'll need to resubscribe to you in some other manner. The easiest method for a contact to resubscribe to you would be for them to go through one of your sign up forms.

If they’re unable to get signed back up through a sign up form, you can request our Review team do a manual override of the COI. You’ll need to get an email directly from the contact explicitly stating they want to be subscribed. Then you’ll need to call into the Review team, and follow their processes from there.

Since there are a number of legal and Compliance-related elements to Confirm Opt-In, we have to make sure one of these processes is followed.