Hi ​@jenniemily,

From what you’re describing, it appears that you’ve done a good job setting up your form and connecting it to your list. You may have already checked this, but I don’t see it listed above, but did you check your spam folder or promotions tab to see if the double opt-in confirmation landed in either of those areas, rather than your primary inbox? When working with new accounts especially, I’ve noticed that the double opt-in email can occasionally land in spam. 

Also, have you tried testing this with different emails from different domains? I’d recommend testing again from your email domain, and after that, submitting an gmail.com email, then an outlook.com email, ect, to see if this issue is localized to one email domain, or many different ones.

Let me know if this helps, or if the issue persists.

Hi,

I actually upgraded my plan to get help and the customer service representative finally found a solution. Here is a brief summary of the solution:

DMARC is probably not working because your domain's DMARC policy has the aspf=s and adkim=s flags:

Update the DMARC policy so that it is in relaxed alignment mode rather than strict (e.g., adkim=r;aspf=r)

By updating the rules to a more lenient form, you can send messages from any sender address that is consistent with the root domain. This means that you can continue to use hello@xxxx.com address as the sender address without any problems.

I followed this advice and changed the DMARC policy, after which all messages started going through normally.