Recipients can't find the email that was sent

Sometimes your recipients can't find your newsletter in their inbox, even though the email was successfully sent.

Whether an email is delivered and where it ends up (inbox, promotions, spam, etc.) depends on the recipient's email provider (Gmail, Outlook, etc.). Each provider applies its own rules to sort incoming messages.

This article walks you through how to locate an email that isn't showing up in the inbox, and explains the most common reasons an email might not be received at all.

• Locating an email that isn't showing up in the inbox
• The email still can't be found
• Manually allowing a sender address

Locating an email that isn't showing up in the inbox

Check the spam folder

The most likely explanation is that the email ended up in the spam/junk folder. Every email provider (Outlook, Gmail, Yahoo, etc.) applies filters to protect recipients from unwanted or commercial messages.

Your newsletter may be flagged as spam because it shares certain characteristics with messages that providers typically filter out. Common culprits include:

• Special characters (such as #!$) in the subject line
• A high image-to-text ratio — try using more text content
• Redirect links pointing to a domain that is itself flagged as a spam source
• A poor sender reputation, resulting from sending emails without recipients' consent or from a high number of messages reported as spam.

Check secondary folders

Email providers also sort messages that aren't spam into dedicated folders. Promotional or marketing emails typically land in a separate tab or folder.

Gmail, for example, routes most newsletters to the Promotions tab. You can ask your recipients to move your newsletter to their Primary inbox so future emails show up there automatically.

Other providers use similar sub-folders such as Other or Notifications. Encourage your recipients to check those as well.

Search for a missing email

Another option is to search for the email by sender address. Springly sending addresses follow the format “infos-assoconnect.com” or “app@infos-assoconnect.com''”

Recipients can type that address into their email search bar and expand the search to include all folders (spam, promotions, other, secondary folders, etc.).

The email still can't be found

In some cases, an email is blocked before it even reaches the inbox or any of its sub-folders. This can happen due to:

• A firewall or spam filter with strict settings. Ask the recipient to check that the sender address isn't blocked in their firewall or filter settings.
• A corporate email system with specific security policies.
• Known issues with certain providers (delays, undelivered newsletters). If many addresses from the same provider aren't receiving your emails, don't hesitate to contact our support team.

If the newsletter still doesn't come through after the recipient has reviewed their settings, it may be worth asking them for a secondary email address to use instead.

Manually allowing a sender address

As a last resort, you can advise your recipient to manually allow the sender address, i.e. "app@email-assoconnect.com", infos-assoconnect.com" or "app@infos-assoconnect.com''.

Here's how to do it for the most commonly used email providers.

Add as a contact in Gmail

Beyond moving an email from the spam folder to the inbox, the simplest way to allow a sender in Gmail is to add them to your contacts.

Create a filter in Gmail

Another option is to create a filter that applies a rule (never send to spam) to emails from the relevant addresses. You can set up a filter covering Springly's sending addresses (see this article for step-by-step instructions on creating filters).

Then select the option Never send it to Spam.

Allow a sender/domain in Outlook.com

If you use Outlook on the web, you can manually add Springly's sending addresses to your Safe senders and domains list.

Add as a contact or allow the sender in Outlook (desktop)

If you use the desktop version of Outlook (installed on your computer), you can also add the sending address as a contact or allow the sender.

To do this, go to your Junk Email folder, select the email, and right-click. The relevant options will appear under the Junk Email section.

For more information, check out the articles below:

• Email campaigns: what they are and how they work
• What do hard bounce / soft bounce / rejected mean?
• Managing addresses flagged as hard bounce / spam
• Improving your email sender reputation