Guide | Troubleshooting Emails not delivered

There are several factors that could prevent an email from being delivered or seen. This guide provides you with the steps to inspect potential issues and resolve them.

In this article:

• Confirm that the email was sent
• Review the contact’s status
• Check your suppression list
• Determine if the contact has previously received email
• Is the email addressed to a role-based account?
• Redirect the recipient to other inbox folders
• Ensure the domain is authenticated
• Investigate the company’s domain

1. Confirm that the email was sent

First, verify that the email was sent by checking if the contact is actually part of your list and their status. If the status is not marked as Active, it means no email can be sent to them.

Go to your Campaign > Contact Activity > Sent To, and check if the contact is listed. If the email wasn’t sent, it is likely due to an issue with the contact’s status.

2. Review the contact’s status

If the contact hasn’t received your emails, check their status in your list. If the status shows anything other than active, it’s likely that they aren’t receiving your emails:

• Unsubscribed: If the contact is unsubscribed, obtain written proof that they wish to resubscribe, and send it to us at support@yapla.com.
• Hard bounce: A hard bounce indicates that the address is no longer valid or does not exist.
• Spam complaint: If the status shows “FBL,” it means there was a spam complaint. Obtain written proof that the contact wants to resubscribe and send it to our support team.
• Soft bounce (Temporary bounce): Due to a “temporary” issue, the email address is currently unavailable. An email address will automatically be removed from the list if it experiences four soft bounces. It’s important to note that your reports provide very detailed information about email bounces, including several types of bounces not listed here. These emails are removed to avoid spam complaints, which also helps us build future email statistics.

For more details on the different types of bounces and why, check out this article.

3. Check your suppression list

It’s possible that the contact is on your suppression list. Click on your profile in the top right corner, go to Account > Suppression List, and check if the address is listed. If you have proof that the person wants to receive emails but was removed by mistake, simply remove them from the suppression list.

4. Determine if the contact has previously received emails

If the recipient has received emails from you in the past but not this time, it’s important to understand what has changed. Investigate any recent complaints, unsubscribes, or forwarding actions they may have taken.

5. Is the email addressed to a role-based account?

Role-based accounts (e.g., sales@, support@, marketing@) often belong to groups or departments rather than individuals, making them subject to closer scrutiny. These accounts are generally removed by default. If you can prove your affiliation with these addresses, you will need to request whitelisting by contacting the support team.

6. Redirect the recipient to other inbox folders

Sometimes, emails land in unexpected places. Ask the recipient to check their spam folder or the Promotions or Updates tabs in Gmail. It’s also worth checking the Trash folder in case the email was accidentally deleted.

7. Ensure the domain is authenticated

If you are using your own domain, ensure that it is authenticated. Non-authenticated domains can result in emails being blocked by providers like Gmail, Yahoo, and Hotmail.

If your domain is not authenticated, this is the first step you need to take. Authentication greatly improves deliverability and reduces the chances of being flagged as spam.

8. Investigate issues with the company’s domain

If emails sent to a specific company domain are not being delivered, it’s likely due to restrictions on the recipient’s side. These emails may be blocked by internal security measures, such as monitoring tools or antivirus software in the company’s system.

To resolve this issue, contact the recipient company’s IT department and request that your domain be whitelisted to ensure your emails can reach their intended recipients.

By following these steps, you can identify the root cause of undelivered emails and take the necessary actions to resolve the issue, ensuring your emails reach their intended recipients. If you encounter any problems, contact us at support@yapla.com.