Why isn't my email being delivered?

Sending emails

There are several reasons why emails may not be delivered, either when sent by Oniva or when received by the contact's mail client. You can find possible solutions here:

Oniva does not send the emails

This occurs when a campaign has been sent but does not appear as sent under “History” in the contact.

• Check the contact's history to see if the campaign was delivered.
• If the campaign was not delivered, check to see if the contact unsubscribed from the campaign.
• Verify that the contact is included in the selected contact group.
• Verify that the contact's email address is not being used for multiple contacts.
• Verify that the correct identifier was used in the registration form by checking the email address column under contacts.
• Make sure that the email sender address used is enabled in the email sending settings.

Emails not received or ending up in the spam folder

This occurs when a campaign is shown as “sent” under “History” in the contact, but the guest reports that the email did not reach their inbox.

• Emails do not arrive or end up in the spam folder
• Check the contact's history to see if the campaign was delivered.
• Note that spam filters vary by email client and there are different spam settings per organisation or even per recipient. As a result, the same email may end up in the spam folder for one recipient but not for another.
• Use an SPF, DKIM, and DMARC-verified domain for the email sender address and associate the e-mail sender address with an active website.
• Avoid free web-based email sender addresses such as @gmail or @hotmail.
• Avoid no-reply email sender addresses.
• Avoid using spam words in the campaign text.
• Do not place images that are too large in the email.
• Do not use more than two conspicuous punctuation marks in the subject line.
• Personalise the email by addressing the recipient by name.
• Do not send attachments, but provide links to the files.

Other reasons why an email is not received

• Hard bounce: The address no longer exists.
• Soft bounce: The mailbox is full or the server cannot currently be reached.

Tracking pixel

When sending campaigns, Oniva places a so-called "tracking pixel" in each campaign. This pixel gives Oniva feedback when a campaign is opened. Some mail clients and settings block these tracking pixels so that no feedback is received from contacts. The actual number of emails opened may therefore be higher than shown in the reports.

For a campaign to be marked as read, the recipient must download or display the campaign images.