---
title: Guide | Troubleshooting undelivered emails
description: A contact didn't receive your newsletter? Check the send, the contact's status, the suppression list and your domain authentication in Yapla Newsletters.
---

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# Guide | Troubleshooting undelivered emails

## A subscriber says they aren't getting your newsletters? Follow these steps to find the cause, such as the contact's status, a blocked address or a bounce.

There are several reasons why a contact might not receive your newsletter. Follow the steps below in order to find the cause and fix it.

**In this article:**

1. [Confirm the email was sent](https://support.yapla.com/en-ca/guide-troubleshooting-undelivered-emails#envoi)
2. [Check the contact's status](https://support.yapla.com/en-ca/guide-troubleshooting-undelivered-emails#statut)
3. [Check the suppression list](https://support.yapla.com/en-ca/guide-troubleshooting-undelivered-emails#suppression)
4. [Check whether the contact used to receive your emails](https://support.yapla.com/en-ca/guide-troubleshooting-undelivered-emails#historique)
5. [Check whether it's a role-based address](https://support.yapla.com/en-ca/guide-troubleshooting-undelivered-emails#role)
6. [Have other inbox folders checked](https://support.yapla.com/en-ca/guide-troubleshooting-undelivered-emails#dossiers)
7. [Make sure your domain is authenticated](https://support.yapla.com/en-ca/guide-troubleshooting-undelivered-emails#domaine)
8. [Check corporate domain restrictions](https://support.yapla.com/en-ca/guide-troubleshooting-undelivered-emails#entreprise)

### 1. Confirm the email was sent

1. Go to **Campaigns \> Emails** and click **View Report** to the right of the campaign.
2. Open the **Contact activity** tab, then the **Sent to** section.
3. Search for the contact's address. If it doesn't appear, the email wasn't sent to them: check their status (step 2).

![Contact activity tab of the campaign report with the Sent to, Opened, Clicked, Unsubscribed, Flagged as spam and Bounced sections](https://support.yapla.com/hs-fs/hubfs/Centre-aide/Infolettres/infolettres-en-rapport-activite.png?width=640&name=infolettres-en-rapport-activite.png)

The **Unsubscribed**, **Flagged as spam** and **Bounced** sections of the same tab also show whether the contact unsubscribed, reported the email or whether the send failed.

### 2. Check the contact's status

Go to **Audience \> Contacts** and search for the contact's address. Only contacts with the *Active* status receive your emails. The *bounce count* and *bounce type* columns also show whether previous sends failed.

- **Unsubscribed:** the contact removed themselves from the list. You can only resubscribe them if they ask you to. [See how to resubscribe a contact](https://support.yapla.com/en-ca/newsletters-track-bounces-unsubscribes-and-complaints?hsLang=en-ca).
- **Spam:** the contact reported one of your emails as spam. Get written proof that they want to receive your emails again, then send it to [support@yapla.com](mailto:support@yapla.com).
- **Pending:** the contact hasn't yet confirmed their subscription by clicking the link in the confirmation email (double opt-in).
- **Bounces:** a hard bounce means the address is invalid or no longer exists. After several soft bounces, the address also stops receiving your sends.

To learn more about bounce types and their causes, see [Newsletters: track bounces, unsubscribes and complaints](https://support.yapla.com/en-ca/newsletters-track-bounces-unsubscribes-and-complaints?hsLang=en-ca).

### 3. Check the suppression list

Go to **Audience \> Suppression List** and check whether the address or its domain is listed. If the person did consent to receive your emails and was added by mistake, click **Delete** to the right of the address. [Manage the Yapla Newsletters suppression list](https://support.yapla.com/en-ca/manage-the-yapla-newsletters-suppression-list?hsLang=en-ca)

### 4. Check whether the contact used to receive your emails

If the contact used to receive your emails, look for what changed: a recent unsubscribe or complaint, a new filtering rule or an automatic forward set up in their mailbox.

### 5. Check whether it's a role-based address

Role-based addresses (for example info@, sales@, support@) often belong to a group or department rather than a person. They are filtered more strictly and may be excluded by default. If you can prove these addresses consented, write to [support@yapla.com](mailto:support@yapla.com).

### 6. Have other inbox folders checked

Ask the recipient to check their junk folder, the Gmail *Promotions* or *Updates* tabs and their trash, in case the email was deleted by mistake.

### 7. Make sure your domain is authenticated

If you send from your own domain, make sure it's authenticated under **Settings \> Domains**. An unauthenticated domain can cause Gmail, Yahoo or Outlook to block your emails. [Add a custom domain for your newsletters](https://support.yapla.com/en-ca/add-a-custom-domain-for-your-newsletters?hsLang=en-ca)

### 8. Check corporate domain restrictions

If your emails don't reach the addresses of one specific organization, they are probably blocked by its security tools (antivirus, internal filters). Ask that organization's IT department to add your sending domain to its list of allowed senders.

If the problem persists after these checks, write to us at [support@yapla.com](mailto:support@yapla.com) with the contact's address and the campaign name.

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