Recipients can't find the email sent

Before starting

It can happen that your recipients can't find your newsletter in their inbox, even though the email has been sent.

Whether an email is received correctly and placed in the folders (main, promotion/advertising, spam, etc.) depends on the recipient's mail service (Gmail, outlook, etc.). The mailbox decides how to display incoming e-mails according to its own rules.

This article details how to find an unposted email in your inbox. It also lists the reasons why an e-mail may not be received.

• Find an unsent message in your inbox
• The email is still not displayed or cannot be retrieved
• Manually authorize a shipping address

Find an unposted message in the inbox

Check spam folder

The first possibility is that the email has been placed in a spam/junk mail folder. Each e-mail service (outlook, Gmail, yahoo, Wanadoo, free, etc.) applies a filter to protect recipients from inappropriate or commercially oriented e-mails.

It may therefore happen that the newsletter is classified in this folder because it has characteristics close to those used to identify spam. This may be due to :

• The use of special characters (such as #!$À) in the e-mail subject line
• Too high proportion of images. In this case, focus more on text content
• Redirect links to a domain itself are considered spammer
• A degraded reputation for your domain, as a result of sending emails without the recipients' consent, or a large number of emails flagged as spam.

Inspect secondary files

Messaging systems also classify incoming messages even if they are not spam. Emails with a commercial or promotional purpose are therefore usually placed in dedicated folders.

Gmail, for example, will display most newsletters in the Promotions tab. You can then recommend that your recipients move your newsletter to the main tab so that your next emails are displayed there.

Other messaging services also use Other or Notifications subfolders. So don't hesitate to invite your recipients to consult them.

Search for spam

Another solution is to search for the email via the sending address. In the case of Springly, sending addresses are of the "no-reply@info-springly.org" type.

Your recipients can type this address into the search bar of their inbox, then extend the search to all sub-folders (spam, promotions, others, secondary folders...).

It is possible to add the sending address to the email address book. This makes it easier to display in the main folder, and ensures it is received correctly in cases where the email could be blocked or considered spam.

The email is still not displayed or cannot be retrieved

There are also cases where the email is blocked upstream and cannot be displayed in the inbox or its sub-folders. This includes, for example :

• The use of a firewall or spam filters with restrictive criteria. In this case, you can ask the recipient to check that the sending address is not blocked by the firewall or filter settings.
• The use of company messaging with specific security features.
• Some messaging systems have known problems (delays, non-received newsletters). Don't hesitate to contact our customer service if many addresses linked to the same provider are not receiving your emails.

If your newsletter is still not displayed after the recipient has consulted their settings, it may be best to ask them for a secondary email address on which to contact them.

Manually authorize a shipping address

As a last resort, you can advise your recipient to manually authorize the sending address used, i.e. " no-reply@info-springly.org"

Here's how it's done for the most popular messaging services.

Add as a contact on Gmail

Apart from moving an email from the spam folder to the inbox, the simplest option for authorizing an email on Gmail is to add it to your contact list.

Create a filter on Gmail

Another option is to create a filter to apply an action (do not spam) to the addresses concerned. You can therefore create a filter grouping emails sent from Springlysending addresses ( see this article for more explanations on how to create filters).

Then select the Never send it to Spam option.

Authorize a sender/domain on Outlook.com

If you use Outlook online e-mail, you can manually add Springly sending addresses to the list of Approved senders and domains.

Add as contact or authorize sender on Outlook (desktop)

If you're using a desktop version of Outlook (installed on your computer), you can also add the sending email as a contact or authorize the sender.

To do this, go to Junk mail, select the email, and right-click. These options will then appear in the Junk mail section.