When Contacts Do Not Receive Emails

View All Email Activity

1. Navigate to the Functions: Communications and click on the Email Bounce & Activity tab.
2. The page is divided in two sections:
   1. Bounce Report at the top
   2. Email Activity Report at the bottom
3. Use the available subject and email filters to locate specific email details.

Manage Common Scenarios

Scenario #1: A recipient reports that an email was not received

1. Make sure the email address does not appear on the Bounce Report section at the top of the Functions: Communications Page.
   1. If the email bounced, check the reason for the bounce under the Bounce Type column. Keep in mind, the most common reason for an email bounce is a typo in the email address.
2. Next, ask the email recipient to double-check their promotional/junk/spam folder.  Be advised:
   1. When multiple emails are sent, it is common for some emails to land in the promotional/junk/spam folders. 
   2. Inbox providers use proprietary methods to decide which folder an email should be delivered to, so results vary significantly between Gmail/Hotmail/Outlook and others.  
   3. It's worth mentioning that delivery rates also change wildly over short periods.
3. If the email landed in the promotional/junk/spam folder, please ask the recipient to mark the email as mail (aka non-spam) by moving it to the inbox and clicking a link on that email. This is a consistent method to ensure future emails received land in the inbox.

Scenario #2: The email is marked as Sent in the Email report, did not bounce, and is not in the promotional/junk/spam folder

The emails were sent to the recipient's email and were accepted by the recipient's email server. However, if the email is not in the recipient's inbox or any other folder, that typically means the receiving email server filters or quarantines the email at some point. Unfortunately, there's nothing Sensr Portal can do to change this email routing decision as this is internal to the recipient's email server.

At this point, there are a few options:

1. Ask the contact to contact their email admin and flag this message as non-spam. This whitelisting process adds the email to an approved sender list so emails received from that sender are never moved to the spam folder.  Essentially, the recipient confirms they know and trust the sender.
2. Use a different email address to communicate with the contact.
3. For password reset emails, set a password manually. Navigate to the contact's profile, click Reset password, and select Enter a new password. 
   1. You can then provide this contact with the temporary password and ask that they reset the password after logging in.  
   2. The contact will be able to change their password once logged in by clicking the profile icon and selecting Change password.