Can you check the email profile whether it’s bounced or check your spam folder? Are you testing on your O365 or G-Suite just to be sure there’s no additional spam filter that’s preventing your mailbox to receive a promotional test email? Last but not the least, have you tried checking with the Klaviyo support team?

Hi @Sorcha and welcome to the Community!

I totally agree with @inboxingmaestro that the first step to resolve this issue would be to check any peripheral folders in your inbox, including spam, promotions (gmail), or social (gmail). You could also search your inbox for the subject line that you created in Klaviyo.

Klaviyo is responsible for sending your emails, but it’s successful delivery can be influenced by a number of things - mainly your inbox settings. Klaviyo is like a retailer that wraps and hands off a package to the post office, while inbox providers are like the delivery services responsible for the bringing the package to your customer’s doorstep.

To that end, if inbox providers don’t recognize your email address, have custom or native filters, or maintain a strict sorting protocol, your message might not end up in your primary inbox. Your email could also be sent to spam if it contains any rhetoric that providers flag as questionable, such as ‘money’, ‘win’, etc. 

If you check all of your folders and spam and still can’t find the email, you could try setting up the account with a net-new email address as my colleague Dov suggested in this thread:

Or, you could reach out to our D&C Team for support. Also, here is a Community thread and some Help Center articles discussing this topic:

• Best Practices for Hitting the Inbox
• How to Strengthen Your Sender Reputation
• Understanding Deliverability Best Practices
• Steering Clear of the Spam Folder
• Preview Emails Going to Spam

I hope this helps, and thanks for using the Community!

- Brian

Hi Guys, 

Thanks for responding! It was a mix of my agency not having the platform plugged in correctly and my I.T. external mails policy. 

Thanks again for your help!

Glad to hear you worked it out @Sorcha!

Thanks @Brian Turcotte ! Spot on.

Awesome @Sorcha … If you still face any issue or have any questions, feel free to reach out.