While there could be a number of factors causing you not to receive test emails from the system, below are typical scenarios and troubleshooting steps.
- The test email failed in some way.
Invalid From lines, blank subject lines, invalid merge tags in the designed email file, and invalid segments can all cause a test or live email to fail. Double check these parts of your email campaign to be certain they are not the cause.
- Your receiving server may be filtering it.
This can be common due to the fact that the servers of private domains tend to be a little more strict. The cause: your receiving server sees that the emails are coming from a 3rd party, Delivra, but using your company's domain. Receiving servers may flag or quarantine the messages.
How to check the status of your email in your account:
To check to see if your email went through our system, you can click on Analytics > Campaigns > Incoming Mail Queue. You should see your test email there and the status will determine where it is at in processing. If it's listed as 'done', that means it's gone through the initial process of sending. If it's listed as failed, this means there is a problem. If you hover over the mailing and click "View" you can review the campaign log. Click the log tab on the left. There you can see why the email failed if you scroll down. If the failure message isn't clear, feel free to contact email@example.com for assistance.
a. If the email is showing as 'done', you can go to Analytics > Campaigns > All outgoing mailings by date. Your test email should be listed there as 100% completed. This means the email has completed and been received successfully by your server. If it is not 100% complete or does not show on that screen, you will need to investigate further by looking at the mailing log.
b. If the email is showing as completed on the all outgoing mailings by date screen and you still haven't received your test, we recommend reaching out to your IT team. Chances are they either flagged or quarantined it. They will be able to tell you why the email wasn't delivered. Some tips to prevent this from happening are to have them whitelist our IP range or sending domain, listed below.