Constituents in Groups Not Receiving Emails

Teresa Battaglia

I am new to Luminate, and am running into the issue where certain individuals are not receiving our email campaigns even though they are members of the groups being emailed. Aside from SPAM issues, anyone know what could be the problem. Our issue right now is mostly with staff emails and it's very spotty. One colleague will receive the email and another won't. Has anyone else dealt with this? 

Erik Leaver

Hi Teresa,


There are a few reasons why this might be happening. Our Knowledgebase article, "Why would a constituent who is opted-in not receive our emails?" is a good place to start. 


For your internal users, your first step is to make sure your firewall has the Blackbaud IP whitelisted.

For your external users, you want to make sure your SPF record is configured, and you are using best sender practices to ensure good deliverability. Just because you have a valid email address, it doesn't mean that the Email Service Providers will deliver your email. 


The Blackbaud Email Resource Center has lots of good information on deliverability and our support team is also available to help.


Best,

Erik

Sarah Robie

For a first step, I would pinpoint individuals not receiving the email and look into their constituent records. Go to their interactions and view "emails sent" did LO actually send the email to them? If so, then it may be in that recipient's junkmail or clutter folder. If not, you may want to see if that constituent got opted out of email, or if they are in a suppression group. Good luck!