There may be several reasons that you are not receiving campaigns. If the contacts are external to your company, click here for more information about sending campaigns to external contacts.
If the contacts are internal to your own company, the first thing to confirm is that your email address was included as a recipient in the sent campaign. Go to Reports > Recipients > Sent tab for the campaign, and make sure your email address is listed. If you had included yourself in a test but did not receive the actual campaign, click here for more information about how contacts can be accidentally removed prior to sending.
If you were included as a recipient but you did not receive the campaign in your inbox, you will want to make sure the system has been whitelisted by your IT department or email administrator. Whitelisting will help ensure your campaigns can be delivered to the inbox. To address this issue, pass the whitelisting instructions document to your IT team, to whitelist the IP addresses used to send campaigns from the system.
Due to the fact that campaigns from the system can be sent using actual email addresses, corporate spam or junk email filters may block or drop the incoming messages when users are trying to send to their own domain. Often the reason is because the corporate spam or junk email filters interpret the incoming mail from that person's actual email address as having to be illegitimate (i.e. a potential threat or spoofing attempt) as it did not originate from an internal source.
This is a relatively common issue, especially with new users of the system and can usually be resolved with the help of your IT department.
After your IT department has confirmed that the system's IP addresses have been whitelisted, try sending the campaign again. If you are still unable to receive the campaign:
- Try sending the campaign to a personal email address outside your company domain. If you are able to receive the campaign there, but not at your corporate domain, this indicates the email is being blocked or dropped by your corporate spam or junk email filter.
- Ask your IT department to confirm the correct IP addresses have been whitelisted and to trace the emails you are not receiving. Provide your IT department with the exact From Name and Email Address, Subject, Recipient, and Date/Time of the most recently sent campaign so that they can run a trace on the message and determine why it is not being delivered to the inbox.