If your subscribers report they have not received your newsletter, all we can do from our end is go by the deliverability analytics.

In the majority of cases, it is something on the recipient's end. 

Locate the Email Address

If one of your subscribers informs you that they are not receiving your newsletter, the newsletter was sent to their email address shown in your subscriber list, unless their email address is listed in one of the following sections:

• Inactive
• Malformed
• Unsubscribed
• Deleted
• Spam Reports

To access the above screen:

• from Site Dashboard
• Newsletter Campaigns (left menu - if you don't see the full options on the left, click the 3 bar menu icon, upper left corner)
• Subscribers (left column)
• click View inactive subscribers (upper right - below Active Subscribers)

Spam Filters

Spam filter settings on their computer or device may also be a cause of the issue.

Some email providers have a filter setting that automatically junks HTML emails with images. This would include your newsletter as it is HTML (which it must be in order to include formatting and images). 

Unfortunately there aren't any changes you can make on your end to prevent your newsletter being classified as spam for certain subscribers.

Options for your Subscriber

Check Spam Folder:
Consider sending a personal follow up email (not a newsletter) to those who say they did not receive your newsletter and ask them to check their spam folder.

If they find your newsletter in their Spam Folder, they can mark it as Not Spam. Future newsletters should then be received in their In-Box.

Whitelist email address:
Your subscribers can also Whitelist your email address by adding your email to their list of Contacts.

Search by subject line:
You can also have your subscriber search for the newsletter by the subject to see if they can locate it that way.

Gmail Users

For Gmail users, Gmail filters most bulk mail to the Promotions tab.
Have them look in the Promotions tab.

Recently Added Subscribers

If you recently added new subscribers, be aware that there is a lag time before they will be added to Cakemail, our newsletter provider's database.

If you wish to send a newsletter soon after adding new subscribers you can perform a synch to better ensure that the newsletter is sent to all subscribers.

• Site Dashboard
• Newsletter Campaigns (left menu - if you don't see the full options on the left, click the 3 bar menu icon, upper left corner)
• Subscribers
• click View inactive subscribers (upper right - below Active Subscribers)
• click Advanced List Maintenance Functions
• click Click here to resync your mailing list

You can also click on See what active FASO Addresses are not active on Cakemail. Scroll to the bottom to see any emails that are not active on Cakemail meaning they will not receive your newsletter.

Previously Unsubscribed

If your subscriber previously unsubscribed from your newsletter and then re-subscribes they will not receive your newsletter.

The email address will appear as subscribed on our end, but is not at our provider’s end. Once someone unsubscribes, our newsletter provider suppresses any further emails in order to avoid sending unwanted emails to someone who already unsubscribed.

In order to be re-subscribed, your subscriber will need to request to be re-added by sending us an email consenting to be resubscribed. 

We will then forward their request to our newsletter provider.

Temporary block from recipient's ISP on receiving email

This is usually due to a message being classified as spam by a recipient’s mail server or due to some type of limit restriction in place on the recipient’s side. Ask the contact to add your domain to their allow list.

If you notice that the subscribers all have apple email address, this is most likely an Apple issue. Apple tends to block newsletter emails as a way to protect the email holder.

FYI, The nature of email is that it is not always consistent nor 100% reliable, hence not as dependable as we all would like to believe. Many times if and how a newsletter is received depends on variables that you, the sender, have no control over.

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