Why wasn't my email delivered?

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Whether your report returned a list of undeliverable messages or your invitees said they never received your email, figure out why and fix the problem using the solutions below.
 

Check the junk folder
Every so often, spam filters catch your message before your recipient even sees it.

1 Run the Email Details report.
2 Scroll down and click the arrow to the left of the email's name
.
3 Anyone in the “Sent” group should be asked to check their junk folder. To ensure a rule or filter won’t block future messages, have them review their settings in Gmail, AOL, or whatever email provider they use as well. 
4 Anyone in the “Undeliverable” group never actually received the email. Try another solution for them. 
5 For future emails, avoid words
like "Free," "100%," or "Click here" in the subject line, excessive exclamation marks, or all caps. Read How to Avoid the Spam Folder for more tips.

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Get your emails whitelisted
Some companies block emails sent from particular servers. 

1 To the right of the Email Details report, click the arrow next to the Run button, then click Edit then Run Report.
2 The Selection Criteria tab opens by default. Click the neighboring tab, Fields.
3
Ensure "Email Address Domain" has a check mark to the right of it, then click Run
4 Click the arrow to the left of the email's name.
5 Click the arrow to the left of the "Undeliverable" email status.

6 Under the Email Address Domain header, see if there's trend in undelivered emails sent to a particular company.
7 If so, s
end our IP addresses to their IT department and ask them to whitelist our servers.

 

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Review email addresses for typos 
A misspelled name, missing @ symbol, or incorrect domain (.com, .org, .edu) are common and easy to fix. 

1 Run the Email Details report.
2 Click the arrow to the left of the email's name
.
3 Click the arrow to the left of the "Undelivered" email status.
4 For undelivered emails, check the recipient address column for typos. 
5 Update the contact's record with the correct email address and send your message again.

 

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Wait at least 30 minutes after scheduled delivery
If you scheduled your Event, Inquisium, or eMarketing email, the delivery may be delayed. 

1 Open your email.
2 Scroll down and double-check that the date and time you scheduled your email has passed.
If so, keep in mind that delivery can be impacted by how many messages you and other users are sending.
3
If it has been delayed more than an hour, submit a case.

 

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Ensure the email is set to "Active"
If you scheduled your Event, Inquisium, or eMarketing email, and it's set to "inactive," the email will not be sent. 

1 Open your email.
2 Click Edit.

3 Switch Active to Yes.
4 Click Save.

5 Send your message again.

 

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Ensure your Classic event status is correct
Your Event email cannot be sent if your event is in Pending or Archived status. 

1 Open your Classic event.
2 On the overview page, check the "Current Status" section. If your event is in Test Mode, Active, Closed, or Completed Status, your email will be sent. If it's Pending Status, you'll need to test then launch your event. For Archived Status, you'll need to unarchive it.

3 Send your message again, if necessary.

 

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Ensure your Flex event status is correct - NEW
Your Event email cannot be sent if your event is in Archived status

1 Open your Flex event.
2 On the overview page, check the "Current Status" section. If your event is in Pending - Test, Active, Closed, or Completed Status, your email will be sent. If it's in Archived Status, you'll need to unarchive it.

3 Send your message again, if necessary.
 

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Ensure your survey status is correct
Your Inquisium email cannot be sent if it's in Archived status

1 Open your survey.
2 On the overview page, check the "Current Status" section in your new survey, or the "Current Status" field in your classic survey. If your survey is in Test Mode, Active, or Closed, your email will be sent. If it's Pending Status, you'll need to test then launch your survey. For Archived Status, you'll need to unarchive it.

3 Send your message again, if necessary.

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Did this article resolve your issue?

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Did this article resolve your issue?

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Did this article resolve your issue?

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Did this article resolve your issue?


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