If a contact hasn’t received an email from Heyloyalty, there could be several reasons for this. For example, the email may have been filtered into the spam folder, the contact’s email address may be incorrect, or the email may have been rejected by the recipient’s mail server.
Here, we’ll go over the most common reasons why a contact might not receive an email and what you can do to troubleshoot the issue.
Check to see if the email ended up in spam
Even if an email was sent correctly from Heyloyalty, it may not end up in the recipient’s inbox.
The recipient’s email provider may have flagged the email as spam and therefore placed it in the junk mail folder or another folder.
Ask the contact person to check the following:
- Spam or junk mail: The email may have been filtered out and placed in the spam folder.
- Other folders: Some email providers automatically sort emails into different folders or categories.
- Blocked senders: The contact’s email account may be set to block emails from your sender address.
If the email is in the spam folder, the contact can mark it as ” Not spam ” and add your sender address to their contacts.
This can help ensure that future emails are delivered to the inbox.
Check the contact’s email address
Another possible reason is that the contact’s email address is incorrect or no longer exists.
Even minor spelling errors can prevent an email from being delivered.
Therefore, make sure the contact’s email address is correctly registered in Heyloyalty.
For example:
- A typo in the email address.
- An incorrect domain, for example,
gmail.coninstead ofgmail.com. - An email address that is no longer active.
If the address is incorrect, it must be corrected before the contact can receive new emails.
Check to see if the email was rejected
When an email cannot be delivered to the recipient’s mail server, it is called a bounce.
There are typically two types:
Soft bounce
A soft bounce is a temporary delivery error. It can be caused, for example, by the recipient’s inbox being full or by the mail server being temporarily unable to receive emails. If an email address soft bounces three times, its status changes to a hard bounce.
Hard bounce
A hard bounce is a permanent delivery error. It can be caused, for example, by the email address not existing or by the recipient’s mail server permanently rejecting the address.
If a contact is flagged with a delivery error, this may be the reason why they are not receiving your emails.
When a contact soft bounces three times, the contact is marked as a hard bounce, and Heyloyalty will therefore no longer deliver to that contact.
Check to see if the contact is registered
If the contact is not subscribed to the relevant list, or if they have previously unsubscribed, this may be the reason why the email was not sent. You can therefore search for the contact’s email address on the list. If the contact isn’t listed here, you can search the view for unsubscribed contacts. This can be found under ” Select View.“
It’s also important to check whether the contact meets the criteria or belongs to the segments used for the campaign. In this case, we recommend that you locate the segment and edit the rules. You can open the contact in Heyloyalty to view its data. If the data does not match the rules set for the segment, the recipient will not receive the email.
Check the recipient’s spam filter
If the email is marked as delivered but the contact still can’t find it, the problem may be caused by the recipient’s spam filter.
This is especially true if the contact uses a work email address, where the company’s mail server may have specific security settings.
In some cases, the email may be blocked or quarantined without appearing in the recipient’s spam folder.
In this case, the contact person may need to ask their IT department for help in determining whether the email has been blocked.
If the contact still isn’t receiving emails
If you’ve gone through the options above and the contact still isn’t receiving your emails, you can contact Heyloyalty support for further assistance.
It may be helpful to have the following information ready:
- The contact’s email address.
- The name of the broadcast that the contact did not receive.
- The time of the broadcast.
- Any information regarding delivery errors.
This information can help determine what happened to the email.
Hvis du mangler information eller hjælp, som du ikke finder her på guide sitet, er du altid velkommen til at kontakte vores support!
support@heyloyalty.com / tlf. 87 300 399