Hi,
Just trying to figure out a subscriber issue. I have a webinar automation sequence and most everyone is getting the emails and opening them, so I know they deliver. I have one contact who opted-into subscriber list, and when added to automation, they don’t get any of the emails. Checked their spam folders, nothing. Stopped and added them to the sequence again. Nothing happened.
Finally, I copied the sequence and made it active with no trigger, went to their account and shows emails went out, but again, they don’t get them (confirmed with subscriber). They are using a mac.com address…and I’m at a loss.
Any ideas would help.
Thanks,
Chris
@catalystworkshops
We do sometimes have mac.com bounce certain types of messages, especially because mac.com uses Proofpoint, an older blacklist that can often temporarily block mail. These issues are rare, but my instinct tells me that’s what’s happening in your case.
These issues delivering to mac.com addresses usually clear up in less than 24 hours because we have a good relationship with mac.com and they are happy to help us resolve the problem.
If the problem hasn’t resolved itself for you, please submit a ticket at help@activecampaign.com and we’ll be more than happy to clear things up for you. Should be a quick fix.
Thanks @aburch. So, in deeper testing, I sent an email to my icloud.com address. Nothing received.
Went and updated DKIM and SFP records with Hosting provider…and today some email is coming through when I send test messages to myself almost instantly…but when I use a form to sign up to AC, no email arrives.
My contact who has Mac.com address still isn’t receiving any emails, even after resending today. Here automations list looks like a war zone (4 instances of one automation running, and then a few of another).
I sent a private email to another contact about an offer sent through AC - with Gmail address and that person said they never got the original email…so I’m at a loss and am going to submit a ticket. Thanks for your help. If something changes, I’ll share outcome for others.
@catalystworkshops Mac.com and icloud.com are both managed by the same postmaster team, and both use Proofpoint for blocking. This confirms my original suspicion that you have some type of block going on with mac.com/icloud.com/Proofpoint.
It makes sense you would receive the test messages because those are sent from an entirely different server than your regular messages and will have completely different deliverability results. This should be unrelated to DKIM/SPF.
If you can send us your account name and a few example contacts to help@activecampaign.com we should be able to clear up the issue for you right away!
Looks like Alex cleared it up…there was a block he needed to remove internally from AC and not a DKIM or SFP issue. Thanks @aburch
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I am having the same problem. We get all the emails notifications to my Lori@hvbsolutions.com address but for our other 2 Larryg@meridianretirementsolutions.com and Lgoldstein11@msn.com sometimes they come thru and sometimes they never come thru. We didn’t have this problem until the past 6 months. Could you take a look at it for me?
Lori