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Email on query not appearing on send list

Adam Stobart

Trying to solve an OLX mystery.

I have a donor who is reporting not receiving emails that are sent out via OLX. I have checked the query used to send communications and have verified that he is included in that query. However, when the send occurs, the email disappears from the send list.

I created a test group using an attribute. He pulls on that query with no issue (and is the only current constituent in that query). However when using that query as a send list, it once again seems to remove him and I'm told the message has no valid recipients.

From looking in the Knowledge Base, the constituent record isn't opted out, the email type is the same as all other recipients in the list, and is isn't marked as DNC or deceased. The email doesn't show up on any unusable email lists either.

Has anyone ever seen anything like that before?

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Comments

Austen Brown

@Adam Stobart - Welcome to BB Community! It sounds like the email address maybe blocked by Blackbaud servers. I recommend you contact support, they should be able to create a case that will look into this for you. The last time I had this happen, they directed me to another team that was able to tell me if the specific email was blacklisted or not.

Alex Wong

@Adam Stobart
We don't use Online Express to send email, so maybe out of line for me here, but here are all places that MAY trip you over for sending email (some of which you already mentioned):

constituent inactive flag
constituent deceased flag
constituent consent
constituent “Request no email” flag
constituent individual email's DNC flag
constituent individual email's inactive flag

may also want to “left/right arrow” through each characters, sometime when email address are put in (mostly due to copy and paste if done manually), an “invisible” character may be copied that makes Online Express think it is not a good valid email address. when you “arrow” key over each character, if the typing cursor does not move to next character, then you know there's an invisible character you need to delete.

Kathleen Eastman

@Adam Stobart Have you accessed the Unusable emails when you are in OLX Marketing area? You probably have, however, if not, you will see a button named Unusable emails. Open it and set a date range (if you typically download appeal tags into RE records, make sure your range includes the last date the constituent received anything). You can download the list and search for that email. You can search for just bounces, just opt-outs or all. Hope this helps you out!

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MariaElena Juarez

@Austen Brown
Hi Austen, This happened to us. Did you figure a way to have them removed from that list?