A Member stated he is not receiving email messages. What's next?

There are numerous reasons why a member may not be receiving emails via the Email Marketing Platform. These can range from incorrect email addresses, to mismatched or not-up-to-date information, to even the rejection/filtering of the email from the members end, without their explicit knowledge. Thus, it is important to review and investigate these reasons on a case by case basis in order to determine why a contact is not receiving their emails. The following is a list of troubleshooting questions to be reviewed in order. Each step is a potential reason for why a contact may have not received an email:
  1. Can the Members email address be found as a Contact in the Email Marketing Platform?
  2. What is the Email Marketing Status of the contact?
  3. Has the contact been included in a Segment or a List?
  4. Has an email message been sent to the Contact?
  5. If the email has been sent, did the contact check their Spam / Junk / Promotions sections of their email platform?
CAN THE MEMBERS EMAIL ADDRESS BE FOUND AS A CONTACT IN THE EMAIL MARKETING PLATFORM?

The very first step is to ensure that the email address the contact is expecting to receive email messages for is within the Email Marketing System.
 
In E3 Email Marketing:

  1. Navigate to the Contacts Tab
  2. Locate the Email Address ‘Search…’ bar
  3. Input a contacts email address and click Search

 
Make sure that the email address is typed in correctly and do not include extra spaces after, confirm with member that you have their most current desired email address.

Cross reference their personal information. Is their First name, last name, member number, etc correct?
 

The Status of the member, which is specific to the Email Marketing platform itself may determine whether contacts will receive emails or not. Once the search results for the contact generated, their status will appear in the Status column. It will be one of the following:

Subscribed The contact is fully active and is ready to receive emails
Unsubscribed The contact has either selected to stop receiving messages from the club or clicked on the unsubscribe link found on the bottom of each message in error. The contact will no longer receive messages until the account is activated. Click HERE for instructions on re-activating an unsubscribed contact.
Hard bounce The contacts Email address has bounced before and as a result will not receive any more messages until the account is activated again.
Soft bounce The contacts Email address has bounced temporarily. The contact will continue to receive more messages, but may turn into a Hard Bounce in the future.
Pending The contact is in the system, but has not been fully activated. They have been manually placed into Pending status, or they have been recently re-subscribed. The user must click the confirmation link sent after submitting a re-subscribe (or sign up) form for the status to change from Pending to Subscribed.

All statuses except Unsubscribed and Pending can be configured by an E3 Email Marketing User. Simply search for the contact, click on their email address to access the View/Edit Contact page, use the drop down Status selections to change the status.
NOTE: Changing a contacts Status to Unsubscribed or Pending will result in the Status Drop Down menu becoming grey, and will unable a User to modify the contacts status. The contact will have to be re-subscribed using the Sign Up Form. Click HERE for further instructions.
It is possible that the contact was not properly included within a Segment or a List prior to the Campaign being sent out and thus did not receive the message.
Review a specific Email Campaign to determine which List(s) and/or Segment(s) were used for a specific Campaign.
In E3 Email Marketing
  1. Navigate to the Campaign Menu
  2. Click on the name of a Sent Campaign


Inspect the Recipients portion, which will present the List(s) and/or Segment(s) which were included in the Email Campaign. Take note of them.

  1. Navigate to Contacts E3 Email Marketing Menu
  2. Click on the drop down menu found under the Show field, and select “Mailing list or segment…”
  1. In the new Pop-up window, click on REFRESH to get the most up to date count.
  2. Use the checkmark function to select a List or Segment
  3. Click SELECT
A query of all contacts within this List or Segment will generate. Search for the contact to see if they are part of this List or Segment.
Repeat the steps for all necessary Campaigns or Lists
Navigating to the contacts History within the View/Edit contact page will allow a user to see whether an email has been recently sent to the contact.
In E3 Email Marketing:
  1. Navigate to Contacts
  2. Search for the specific Contact and click on their Email Address
  3. Select the History tab


Inspect the date of the previous email(s). Has the email been sent to the contact recently? The Opens column indicates how many times the email message was opened. Is there an indication the contact has opened the email?
NOTE: If indeed the specific email message that the Contact claims they did not receive was opened, please ask them to review their entire Inbox. In some instances, it is possible that more than one person has access to an email account. As such, certain individuals may not be aware that the email has been previously opened and that it is located within their ‘read’ messages.
If thus far, it was verified that the contacts email and field information is correct, they are included in the appropriate List and/or Segment, and that an Email was sent recently, it is now time to get the Member involved as the issue may be occurring on their end.

Contact the member and ask them to check any type of Spam, Junk or other related folders/sections within their Email Platform.
NOTE: Email marketing regulations require by law for certain elements -- such as an Unsubscribed link, or the physical address information of the organization -- to be included within each email sent. User end email marketing programs or platforms may automatically filter out emails with this information and place them in Junk, Spam, or other tabs.
If the contact is still not able to locate the email message after it was confirmed that it was indeed Sent (but not opened), then it is possible that the email has been ‘quarantined’ or filtered out from being received by the contacts email domain.

Such occurrences are more prevalent when it comes to more private email addresses such as employer related or personal domains. In such instances, we recommend forwarding the Whitelist information to the member so that it can be configured for their email domain.
The Whitelist or ‘Safe Sender’ information below is an IP address and/or an Email Domain representing E3 Email Marketing. Adding this domain to the contacts Whitelist or Safe Sender will tell the Email Platform to allow/accept email messages coming from this specific address or domain instead of rejecting or quarantining it. In some instances, an IT from the members end may need to assist with this as they may not have the expertise or access to do so. For example, if a member is using their work related address to receive emails, an IT from that workplace will need to be consulted in order to Whitelist, or add E3 Email Marketing as a safe sender.
 
E3 EMAIL MARKETING WHITELIST INFORMATION:
Members can also update the whitelist information for their email program to include the email marketing domain.

The email domain is: mailer.clubhouseonline-e3.com.

We can send this domain to the member to add to their email programs white list.