LO showing gmails as sent but users never receive the email

Hayley Adams

Hi all-

We have recently had several donors and event chairs reach out that they have not received an email from us. This can be one of our targeted emails they were expecting or an autoresponder receipt. The common factor I am seeing in that the email addresses are gmail. Does anyone know of specific changes that may have been placed around getting emails into gmail accounts? This is a new finding.


We use engagement factors for our emails and other best practice measures but these will not work if LO is showing an individual did receive the message but it never ends up in the gmail account. Any suggestions on how to either get LO to show true deliveries or any tips or tricks you may know on hitting gmail inboxes?


Thanks in advance for any help on this!


Hayley

Patti Posey

Hi Haley,

For some reason, I
am unable to reply in the community.

This happened to us
last year. People were
complaining they weren’t receiving our emails. Mostly gmails but also yahoo and
aol. The emails were
going to their spam folders. Blackbaud worked with our IT Dept
for several months to resolve this issue. There were several steps they had
to take to resolve the issue. Adding their domain in the spf
record, add a custom dkim signature, DNS configuration. Im not our IT people but it took
about 8 months for them to get it resolved. We worked with the best tech
support from BB, Illan P. We was
the best. Always
followed up, kept checking in. Ask for him, he know what to
do.

Patti
Posey

Stamford Hospital
Foundation

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Hayley Adams

Thanks so much! We actually have reached out to support and they have said that our settings are good.