Online Express

Kathy Mottton

Last night after it was reported that the Online Express test error was fixed. We sent out our Giving Tuesday database note we were waiting to send. I'm on the list and have not received the newsletter yet and we have a 0% open rate, despite it showing as sent in OLX.

I see that Blackbaud is working on an OLX issue (hopefully this is the same one), what I don't understand is if I will have to resend the email when the issue is fixed, or if the email will then send? Can someone please share their experience from past experience? Will I need to reissue, or will it automatically be sent once Blackbaud address the issue?

Austen Brown

Hi Kathy - You need to contact BB Support. Support will likely escalate your case and have someone investigate whether your email actually sent - based on your description it does not seem like it did. You may also want to get your Customer Success Rep and Account Rep involved as well, they can work within BB to make sure your case gets resolved. Good luck.

Kathy Mottton

Got it, thanks for your help.