Emails landing in spam or not sending

Most email problems come down to one of four things: the email is sent from a shared address rather than your own domain, the person has opted out, the account has run past its email allowance with nothing in the wallet, or the receiving inbox does not trust a new sender yet. Check them in this order.

Before you start

• An owner or admin login, to change the sending domain.
• The email address of one person who did not get your email, to check against.

Steps

1. Check which address you send from. Open Settings › Channels. On the Email line, Your domain means a verified domain of your own is in use; Shared address means mail leaves from the platform's shared address under your business name. Shared addresses are more likely to land in spam.
2. Verify your own domain. If the line says Shared address, add and verify a sending domain on the Sending domain card below. See Send email from your own domain.
3. Send yourself a test. On the Sending domain card, press Send a test. Check it arrives, and look at the From line.
4. Check the person can receive marketing email. When you pick an audience for a campaign, the count already leaves out contacts with no email address, anyone who unsubscribed, and anyone whose email bounced or who marked you as spam. Those people will not get marketing email from you, even if you add them again. Receipts and other transactional email still reach them.
5. Check your allowance and wallet. Open Settings › Billing & wallet. Emails this month shows how much of your monthly allowance is used. Email past the allowance is paid from the wallet. When you choose an audience, the count warns how many are beyond your allowance, what they cost, and whether that is "more than your balance covers". A bulk send that the balance cannot cover does not go out, so top up first.
6. Look for a message on screen. If sending was refused, the message says why. "Sending is paused across the platform for a moment. Try again shortly." means a short pause for everyone; send again a little later.

Email past your allowance costs $1.80 per 1,000.

What happens next

Once your domain is verified, mail goes out from it from the next send. Inbox providers learn to trust a new domain over a few weeks of steady, wanted email.

For agencies

A client with no domain of its own sends from your agency's verified domain. If the client's mail is going to spam, check your agency's domain is verified, or give the client its own.

For clients of an agency

If your Sending domain card says your mail inherits your agency's sending domain, your email already goes out on a verified domain. Add your own to send as your business.

Troubleshooting

My domain is verified but emails still go to spam. A new domain has no history. Send to people who asked to hear from you, start with smaller sends and grow them over a few weeks. A first send to thousands of people who have never heard from you is exactly what spam filters look for.

One person never gets my emails. Open their contact record. If they unsubscribed, bounced or marked a previous email as spam, marketing email to them is skipped. Ask them to check their spam folder and add your address to their contacts.

I'm not getting my own alerts about new leads. Alerts go to the address under Settings › Notifications › Where alerts go, and each alert has its own switch. See Choose which email alerts you get.

The sender name is wrong. Emails show your business name as the sender, even when they leave on an agency's domain. Change it in the Brand name field under Settings › Branding › Edit funnel branding.

"Test email failed to send." Wait a minute and try again. If it keeps failing, see Tell support about a problem.

Related

• Send email from your own domain
• What your wallet pays for
• Create an email campaign