There may be times when a contact doesn't appear to be receiving your emails and you're sure that they should be. Common reasons for this may include:

• The email has gone to the contacts' spam/junk folder
• The email soft bounced
• The email hard bounced
• The email was deferred *
• The email failed validation (the contact is "Not subscribed")
• The contact didn't match campaign settings, e.g.: Audiences / Tags / Conditions / Triggers *
• Property panel contact matching or SmartMatch has been enabled in the email, and the contact did not match to any properties. *
• The contact unsubscribed
• The contact is on your Blacklist *

* These options help to improve your contact relationships, by sending (or not sending) content to your contacts, based on its relevance to each contact individually, rather than just sending all content "on masse".

How can I find out why a contact didn't receive my email?

Check the contacts' timeline

If you believe that a contact is not receiving emails that they should be, the first place to check this is their timeline, found within their Contact Profile.

The Timeline documents all campaigns sent, emails opened, and links clicked on by the contact.

On occasion you will find that the contact did in fact receive the email, and even opened it!

Confirm the contacts subscription status

If you do not see record of the email/s being sent to the contact, the next step is to check the Contact Information tab, also within the contact profile, and under General Statistics note their subscription status (1).

If the contact is listed as hard bounced, soft bounced, blocked, bad email/not subscribed, or deferred, ActivePipe has not been able to reach the contact for this reason.

Check if the contact matches the campaign recipients selected

If the contact is subscribed but the timeline shows no record of them receiving one of your emails, another area to check is whether they match the recipients selected for the campaign.

Noting the Tags and/or Audiences chosen as recipients for the campaign, check if the contact is included, e.g.:

• Check your Audience list and add the filter of Email Address / Is equal to / and type in the contacts email (and select Apply Filters) - to check if the contact is in the Audience *.

* Make sure to not save changes to this Audience when prompted.

Check if the contact matches campaign Conditions and/or Triggers

If your campaign involves Triggers, e.g: "Opened email", or Conditions, e.g: "If Tagged", check if the contact matches that trigger or condition.

e.g.: In the case of "Opened email" - check the contacts timeline to see if they did in fact open the triggering email.
In the case of "If tagged - Has tag" check the contacts profile and on the Information tab check the tags area to confirm if they have/don't have the specific tag.

Check property panels within the campaign email

If the email contains property panels, check panel settings to see if contact matching or SmartMatch have been enabled. If so, it's possible that the contact didn't receive the email because their property preferences didn't match to any properties, or you don't have any property preferences for this contact. *

* Learn more about how to gather your contacts' property preferences

Check your Blacklist

The contact may have been added to your Blacklist. Check this through your Settings menu to confirm.

After checking these avenues, if you still believe that the contact should be receiving emails and is not, contact the ActivePipe support team to investigate further.