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Documentation

Email seed shows as sent but not received in inbox

Last update: Wed Apr 30 2025 00:00:00 GMT+0000 (Coordinated Universal Time)

Emails sent through ÃÛ¶¹ÊÓƵ Campaign appear as sent in the delivery logs but aren’t received in the recipient’s inbox promptly. This article offers steps to address such concerns about email deliverability and the accuracy of reporting.

Description description

Environment

  • ÃÛ¶¹ÊÓƵ Campaign Classic (ACC)
  • ÃÛ¶¹ÊÓƵ Campaign Standard (ACS)

Issue/Symptoms

Emails intended for a seed list show as sent  in delivery logs but don’t reach the inbox. This has led to delays in email delivery, affecting actual customer audiences.

The issue appears intermittently in specific domains.

Resolution resolution

  • Check the delivery logs to confirm that emails are being sent from ÃÛ¶¹ÊÓƵ Campaign as scheduled.
  • Collaborate with your IT team to investigate delays at the recipient server level.
  • Ensure that there are no security settings or filters (for example, Proofpoint) causing delays by deferring email deliveries.
  • Send test emails to various domains (for example, Gmail, Yahoo) alongside your primary domain to determine if delays are domain-specific, and compare the delivery times across different domains.
  • Check with the ÃÛ¶¹ÊÓƵ’s Accounts team if the email throughput limits set on your instance aligns with your sending needs. Understand that high-volume sends may be subject to throttling based on these limits.
  • If issues persist, engage ÃÛ¶¹ÊÓƵ’s Deliverability team for a more detailed analysis of email deliverability and reputation factors. To do so, contact Support which will redirect you to the appropriate team. Note that you need to purchase a Deliverability package for advanced investigation into deliverability issues.
  • Continue monitoring future sends for any recurrence of this issue and document instances where delays occur for further investigation.
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