End User Not Receiving Email??
- Amanda Haughwout
Summary / TL:DR: Is there a report of email not making it to the inbox? This article provides the troubleshooting steps to determine if this is a Blueshift issue or a email delivery (SparkPost/Momentum) issue.
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If a request from an Affiliate comes in that email is not being received by an employee or a customer gather the needed information and follow the steps below.
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Step by step guide
Table of contents
What you will need
Gather the following information
Email address that did not receive the intended email.
BlueShift Campaign UUID
BlueShift Campaign SL
Date and time of Campaign
Investigate in Signals
Pass all of the information above to the Deliverability Team.
Navigate to Events in the SparkPost Signals application.
Search for the email addresses with filters the following Filters:
Injection Events
Delivery Events
Campaign UUID
SL
Analyze the results to see if there are Injection/Delivery events for the intended campaigns and recipients.
If there are Injection/Delivery events, then the issue is not with BlueShift or SparkPost/Momentum and the ticket should be passed to IT to determine if the message was caught by Mimecast.
If there are not Injection/Delivery events, then the issue is likely with Blueshift and the ticket should be moved accordingly.
If there is an Injection event but no Delivery event, then the Deliverability team will need to do further research into why the email bounced.
Wrap up
By determining if there Injection/Delivery events for the campaign and intended recipients, you will be able to move the task along accordingly for further troubleshooting.
Still need help?
We know this can be frustrating. To get further help please open a Support ticket.
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