Please understand that there are multiple scenarios of emails not being received.
You will need to Access Email Delivery Report to confirm the delivery status:
1. Status Delivered - Email delivered to customers email address successfully:
The emails can possibly be blocked by the recipients' email server. This issue usually can be resolved by adding the following domains into the whitelist:
- email.active.com
- active.com
If the recipient is using a corporation business email, the email can be filter into Spam Digest / End User Digest directly. The recipient needs to reach out to their IT team to whitelist ACTIVE domains.
2. Status Failed - Active email service attempted to deliver the email but the email was rejected by the recipient's server
- The most common reason is the email address is not correctly spelled and the recipient email is not deliverable.
- What's more, if the recipient's email is a corporate business email (for example, your agency's email), the email security policy can be very strict and the emails will be rejected directly. The recipient's IT team needs to whitelist the active domains as above mentioned.
Here is a deliverability best practice, I would recommend to check this out before drafting your email:
However, if the recipient's email doesn't show up at all in the delivery report, it means Active email service didn't send out the email to the customer at all. The recipient email was bypassed when sending a broadcasting email:
1. Recipient can be found in the Unsubscribed list. It means this specific recipient has unsubscribed from your agency's email list via a previous email. You only need to
Resubscribe Participant to Event Emails and they will be able to receive future emails.
2. Recipients cannot be found in the Unsubscribed list. It means this recipient may have marked emails from ACTIVE.com as spam emails too many times and ACTIVE email server has put this recipient in the email suppression list. You will need to reach out to Support Team at
ClientCare@activenetwork.com to release this recipient from the email suppression list.
