What do you do if your newsletter does not arrive for a subscriber?
Has a subscriber reported that your newsletter has not arrived? This happens very occasionally. Often, the email has indeed been sent, and something went wrong during delivery. First check whether the email really did not arrive, and then find out where things might have gone wrong.
Check whether the email was sent and opened
In your list, click on the email address to open the subscriber’s details and history. Check the following points:
- Is the address in one of your lists?
- Was that list ticked in the campaign in question?
- Do you see in the history that the newsletter was sent to this subscriber? If not, the subscriber may have been added after it was sent.
- Do you see that the newsletter was opened? Then this subscriber definitely received it.
Recipients sometimes mistakenly claim that they have not received a newsletter, for instance because they have forgotten about it or overlooked it. It also happens that they do not want to admit to having received the email, for example because they were supposed to reply or because it concerns something less pleasant, such as an invoice.
Possible causes after sending
If the history shows that the newsletter was sent, things may still have gone wrong at various points:
If this does not solve the issue, please let the helpdesk know which addresses are affected. If possible, the helpdesk will check the mail server log files. Sometimes this makes it possible to find out what the problem is.
Improving delivery
If you want to make sure that all your newsletters are delivered as reliably as possible, authenticating your domain(s) will help the most. If you have not done so yet, start there.