Just Signed Up - Email Never Arrives

Ask a question
1

I am a new basic user of AC. I just signed up and used my business domain.

The problem is that none of my emails get sent out of AC. My email is using fine for other purposes, however.

I have setup a campaign and tried sending that way. I have also just sent TEST EMAILS from different addresses and they don’t go out either.

Anyone have any idea what could be happening here?

Also, is AC support not available on the weekends?

Thanks for your input…

Josen

2

Hi Josen —

Support is available on the weekend. I’d suggest opening up a ticket so they can investigate. There is definitely an issue, but it’s hard to say what it could be without looking at your account and settings.

http://www.activecampaign.com/contact/

1 Like
3

+1 for contacting support and the need for more details.

a. attach some screenshots of how you set things up and provide details

b. attach a jing or other type of video screen recording showing us the details.

hth

1 Like
4

Hi there, Amy from ActiveCampaign’s Customer Experience Team. We’re just refreshing our forum page and I wanted to add some help here for anyone who comes across this page/question/post.

If there are any campaigns or test campaigns that are being sent out that are not delivering, there are a couple of things you can check prior to contacting our Customer Experience Specialists:

  • Check if the campaign was delivered to other folders (spam, promotions etc.)
  • Check that your sending domain is verified and authenticated (you can do this by either 1. Going to Settings > Advanced; Or 2. checking that you have DKIM and DMARC set up by visiting this link: Authenticate Email with SPF, DKIM, DMARC | ActiveCampaign > note you don’t have to set up SPF as ActiveCampaign manages this for you.) A domain is anything after the ‘@’ symbol in your email address. Example: amy@thisisacustomdomain.com > my domain is thisisacustomdomain.com
  • Check if you are sending TO and FROM the same domain. Example: Sending TO ashley@thisisacustomdomain.com FROM amy@thisisacustomdomain.com (emails are different, domains are the same). For context: if you are sending to and from the same domain, using ActiveCampaign, it can be expected that you have deliverability issues. This is because your company’s email server could be detecting this as spam/phishing attempts (as ActiveCampaign sends on your behalf). It would be best to whitelist our Mail server IP Ranges: https://help.activecampaign.com/hc/en-us/articles/115000846644-Mail-server-IP-ranges (this can be set up through the help of your IT Team). This essentially tells your email server that any emails that ActiveCampaign is sending (from your domain) is friendly and should be received.

If all 3 do not apply to your situation (different domains, domain is verified, campaign not delivered at all), reach out to our team via email at help@activecampaign.com with the following details:

Thanks!