+2Hi All,
I’m having an issue with my mails not reaching the recipient. I can see the flow analytics and it shows when a mail is waiting to be sent and if it has been delivered to the recipient. I’ve used my own mail to test this and although Klaviyo analytics is saying the mail has been sent, it has not been received by myself or my colleagues. Any suggestions on how to fix this?
Here is the flow below
Best answer by Brian Turcotte
Hi
I totally agree with
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:
I hope this helps, and thanks for using the Community!
- Brian
+19Can 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?
+37Hi
I totally agree with
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:
I hope this helps, and thanks for using the Community!
- Brian
+2Hi 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!
+19Thanks
Awesome
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