Some of our members are not receiving their email, or they don't realize they landed in spam/junk folders. What can we do?

Some of our members don't receive our emails, but most often, they don't realize that the emails have landed in their spam or junk folders. How can we get our emails to not be classified as junk or spam?
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  • There are a number of reasons why members may not be receiving your emails. To begin the process of diagnosing why users are not receiving your emails, please do the following:


    1. Click on View email archive from your home page.


    2. Locate an email you have previously sent and click on its link under Recipients. (The link will say Group Editors for draft emails or specific member list(s) or All for final emails.)


    3. On the Recipients page you can see the total number of “bounced” emails and the status of the email for each recipient in the Errors column.

    4. Scan the Errors column and look for any rows in the table where “--” is not present. The two errors that are possible are “Bounced” and “Delayed”.


    After you have completed the above steps please identify which scenarios match your current situation and scroll down to get answers.

    Scenarios:


    1. I’m seeing “Bounced” or “Delayed” for one or more recipients in the Errors column and they do NOT have an email address from one of the big Email Service Providers (eg. Gmail, Yahoo, AOL, or Hotmail). In this case you may find a number of recipients with addresses in the same domain (eg. xxx@k-5school.us) which are bouncing or being delayed. Or perhaps there are no errors for these addresses but a number of people are reporting not receiving your email.


    2. Members with an email address from one of the Email Service Providers (eg. Gmail, Yahoo, AOL, etc). are reporting they are not receiving my emails.


    3. Members with an email address from Hotmail (including Administrators or Editors) are not receiving their own emails when it’s sent from their Hotmail address.


    4. Members with an email address from AOL (including Administrators or Editors) are not receiving their own emails when it’s sent from their AOL address.



    Scenario 1: I’m seeing “Bounced” or “Delayed” for one or more recipients in the Errors column and they do NOT have an email address from one of the big Email Service Providers (eg. Gmail, Yahoo, AOL, or Hotmail). In this case you may find a number of recipients with addresses in the same domain (eg. xxx@k-5school.us) which are bouncing or being delayed. Or perhaps there are no errors for these addresses but a number of people are reporting not receiving your email.
    If you’re sure the email address for your recipient is valid then their organization’s email server is probably bouncing or delaying email from GroupVine due to the organization’s email security settings. Please contact the IT department and ask them to investigate how their mail server is handling incoming email from the groupvine.com web domain. Most likely they will need to add the following list of mail server IP addresses to their safe senders or exception list:
    72.29.182.119
    72.29.182.122
    72.29.184.10
    72.29.184.11

    Most likely they need to whitelist the GroupVine email server listed above to allow your emails to be forwarded along to the recipients.

    If there are no errors being reported for these recipients then please check to see if your email is landing in the spam or junk mail folders. If so, please ask them to add your sender email address to their safe senders and/or contact lists. For more information on how to add email addresses to a safe sender list or address book click here.

    Scenario 2: Members with an email address from one of the Email Service Providers (eg. Gmail, Yahoo, AOL, etc). are reporting they are not receiving my emails.
    If you see “Bounced” or “Delayed” in the Errors column for these users then most likely their email address is not valid, either due to a typo or perhaps their account no longer exists. Please confirm the email address and update their member profile as needed. To update a recipient’s email address:


    • On the Recipients page for a previously sent email, click on the email address of the recipient that needs to be updated to reach their User Profile page.


    • On the User Profile page you can update the user’s Primary email address or Alternate email address. Note that if the username may also need updating to match-up with the new email address.


    • After pressing Save use the Back button in the upper right to return to the recipients page.


    If there are no errors being reported for these recipients then please check to see if your email is landing in the spam or junk mail folders. If so, please ask them to add your sender email address to their safe senders and/or contact lists.

    Scenario 3: Members with an email address from Hotmail (including Administrators or Editors) are not receiving their own emails when it’s sent from their Hotmail address.

    If members with Hotmail email addresses are not receiving their own emails they likely need to set-up filters in Hotmail to remedy the problem. Here’s a support page to pass along to your members with simple step-by-step instructions on setting up Hotmail filters.

    Scenario 4: Members with an email address from AOL (including Administrators or Editors) are not receiving their own emails when it’s sent from their AOL address.
    If you’re an AOL user then most likely you will not be able to receive emails that you send via GroupVine because of AOL’s security settings. You may want to consider creating a new email address for your school to send GroupVine emails so that you can also receive them properly in your AOL account. Instructions for creating a new email address can be found here.

    A tip to help your recipients receive your email:
    As soon as possible so nothing is missed, we strongly suggest your  Administrator informs every member which email addresses to add to their contact list. This can be done by doing one or, preferably, both of the following:


    1. Sending from an existing email address to all members


    2. Sending home a paper flyer to every family, or via a back-to-school
      communication



    Example email/flyer text

    IMPORTANT
    We need your help to ensure our communications reach your inbox!


    To make sure our emails don’t end up in your spam/junk folder, simply add these email addresses to your contact list in your email tool:
    aaa@bbb.com
    ccc@ddd.com
    ...

    That’s it! Done! Thank you for your cooperation!

    (If you find you’re not receiving our emails, please contact XXX at xxx@yyy.com.)

    [IMPORTANT NOTE: replace the above 'XXX' and email addresses with all email addresses that you use to send emails to your community.]

    More details about spam avoidance
    As you are probably aware, we're constantly fighting the battle to keep emails from ending up in members' spam/junk folders. To alleviate the spam issue and to ensure your communications successfully reach your families, we've found the easiest and best way is to have ALL members add your school senders' email addresses to their email contacts in their preferred email application (per the above tip). This is especially true for users using an online email provider, like Yahoo, AOL, Hotmail, etc.

    The content in your email also has a big impact on the likelihood your email will be categorized as spam. Here are a couple references that provide good tips on avoiding spam filters:
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  • Please also check your spam folder if you are having problems sending emails out. You can only send emails from the same email address you have set up in your administrator or editor/sender account. If you try to send an email from an address not used in your account, you will receive an email alerting you that you are not a valid sender. It is possible that this alert email could be filtered as spam in your email account.
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  • I have one group of e mails ( @amherstschools.org) that all the e mail address that end with this are bounced. Is this something on my ( Our ) end or is it at their server.?

    This reply was created from a merged topic originally titled
    Bounced E mails.
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  • Hi Douglas,

    Our engineer is looking into this. He is trying to contact your network's administrator. I believe your network is blocking us and they are the only ones who can unblock it.

    Regards,
    Paula
    GroupVine Support
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  • There are a number of reasons why members may not be receiving your emails. To begin the process of diagnosing why users are not receiving your emails, please do the following:

    1. Click on View email archive from your home page.

    2. Locate an email you have previously sent and click on its Stats icon ().

    3. On the Recipient Information page you can click to see delivery failures and delays. The two errors that are possible are “Bounced” and “Delayed”.


    After you have completed the above steps please identify which scenarios match your current situation and scroll down to get answers.


    Scenarios:

    1. I’m seeing “Bounced” or “Delayed” for one or more recipients in the Errors column and they do NOT have an email address from one of the big Email Service Providers (eg. Gmail, Yahoo, AOL, or Hotmail). In this case you may find a number of recipients with addresses in the same domain (eg. xxx@k-5school.us) which are bouncing or being delayed. Or perhaps there are no errors for these addresses but a number of people are reporting not receiving your email.

    2. Members with an email address from one of the Email Service Providers (eg. Gmail, Yahoo, AOL, etc). are reporting they are not receiving my emails.

    3. Members with an email address from Hotmail (including Administrators or Editors) are not receiving their own emails when it’s sent from their Hotmail address.

    4. Members with an email address from AOL (including Administrators or Editors) are not receiving their own emails when it’s sent from their AOL address.


    Scenario 1: I’m seeing “Bounced” or “Delayed” for one or more recipients in the Errors column and they do NOT have an email address from one of the big Email Service Providers (eg. Gmail, Yahoo, AOL, or Hotmail). In this case you may find a number of recipients with addresses in the same domain (eg. xxx@k-5school.us) which are bouncing or being delayed. Or perhaps there are no errors for these addresses but a number of people are reporting not receiving your email.
    If you’re sure the email address for your recipient is valid then their organization’s email server is probably bouncing or delaying email from GroupVine due to the organization’s email security settings. Please contact the IT department and ask them to investigate how their mail server is handling incoming email from the groupvine.com web domain. Most likely they will need to add the following list of mail server IP addresses to their safe senders or exception list:

    54.241.130.69
    54.241.131.129

    Most likely they need to whitelist the GroupVine email server listed above to allow your emails to be forwarded along to the recipients.

    If there are no errors being reported for these recipients then please check to see if your email is landing in the spam or junk mail folders. If so, please ask them to add your sender email address to their safe senders and/or contact lists. For more information on how to add email addresses to a safe sender list or address book click here.

    Scenario 2: Members with an email address from one of the Email Service Providers (eg. Gmail, Yahoo, AOL, etc). are reporting they are not receiving my emails.
    If you see “Bounced” or “Delayed” in the Errors column for these users then most likely their email address is not valid, either due to a typo or perhaps their account no longer exists. Please confirm the email address and update their member profile as needed. To update a recipient’s email address:

    • On the Recipients page for a previously sent email, click on the email address of the recipient that needs to be updated to reach their User Profile page.

    • On the User Profile page you can update the user’s Primary email address or Alternate email address. Note that if the username may also need updating to match-up with the new email address.

    • After pressing Save use the Back button in the upper right to return to the recipients page.


    If there are no errors being reported for these recipients then please check to see if your email is landing in the spam or junk mail folders. If so, please ask them to add your sender email address to their safe senders and/or contact lists.

    Scenario 3: Members with an email address from Hotmail (including Administrators or Editors) are not receiving their own emails when it’s sent from their Hotmail address.

    If members with Hotmail email addresses are not receiving their own emails they likely need to set-up filters in Hotmail to remedy the problem. Here’s a support page to pass along to your members with simple step-by-step instructions on setting up Hotmail filters.

    Scenario 4: Members with an email address from AOL (including Administrators or Editors) are not receiving their own emails when it’s sent from their AOL address.
    If you’re an AOL user then most likely you will not be able to receive emails that you send because of AOL’s security settings. You may want to consider creating a new email address for your account to send emails so that you can also receive them properly in your AOL account. Instructions for creating a new email address can be found here.



    A tip to help your recipients receive your email:
    As soon as possible so nothing is missed, we strongly suggest your account Administrator informs every member which email addresses to add to their contact list and instructions, which can be found here, on how to set up "To" filters in their email. Both of these pieces of information can be passed on to members by doing one or, preferably, both of the following:

    1. Sending from an existing email address to all members

    2. If your account is for a school or family group, then sending home a paper flyer to every member or family


    Example email/flyer text
    IMPORTANT
    We need your help to ensure our communications reach your inbox!


    To make sure our emails don’t end up in your spam/junk folder, simply add these email addresses to your contact list in your email tool:
    aaa@bbb.com
    ccc@ddd.com
    ...

    That’s it! Done! Thank you for your cooperation!

    (If you find you’re not receiving our emails, please contact XXX at xxx@yyy.com.)

    [IMPORTANT NOTE: replace the above 'XXX' and email addresses with all email addresses that you use to send emails to your community.]


    More details about spam avoidance
    As you are probably aware, we're constantly fighting the battle to keep emails from ending up in members' spam/junk folders. To alleviate the spam issue and to ensure your communications successfully reach your families, we've found the easiest and best way is to have ALL members add your account senders' email addresses to their email contacts in their preferred email application (per the above tip). This is especially true for users using an online email provider, like Yahoo, AOL, Hotmail, etc.

    The content in your email also has a big impact on the likelihood your email will be categorized as spam. Here are a couple references that provide good tips on avoiding spam filters:
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  • When I send out a test e-mail or a final e-mail - I am not receiving it in my personal inbox. I have added myself to all the lists, and even used a different personal e-mail address than the one registered. I am the administrator and the group owner. So why am I not receiving a test or final e-mail? I have no way of knowing if it went out and what it looks like.

    Thanks!
    Kristy Judy

    This reply was created from a merged topic originally titled
    I am the administrator/ owner - not receiving the test or final e-mail in my personal e-mail..
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  • I would really love to see more options for newsletter templates to make communication with our members more efficient. Also, know how many "opens" and bounce backs we get would be very valuable. Without this, it's hard to determine if group members are really being reached through this service. The sooner the better, please!
    Thanks!

    This reply was created from a merged topic originally titled
    More templates and better management "post send!".
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  • We have sent out three emails so far. On the last one, I had a 57% success rate (either viewed, displayed images, etc.) and approx 43% as unconfirmed. In the view email archive link, I tried to click on the specific email under "Recipients" to see if any emails were delayed or bounced, but I am unable to click into anything under Recipients. Perhaps this means they were all successfully sent but just 43% were just not viewed. What else if anything should I do about the 43% unconfirmed - I am sending out an important attachment later this week. I already sent the paper form re: how to avoid spam/junk. Thanks.
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  • Hi Carlotta,

    If there were any bounces or delays, you could click the email's icon under Stats () and see a link "X Email Address Delivery Failures and Delays". If a link isn't there, then your email was successfully sent from our servers, and as far as we know, it was accepted by the various email service providers.

    As it sounds like you're already aware of, the 43% unconfirmed could be that recipients didn't display images, and even when your email just has text, we can still count it as an open if they display images. Because of this, you might always want to include some images/photos to encourage recipients to display images. We have also suggested to add a short blurb at the top of your email to display images to help you get an accurate count of how many are opening your emails.

    Hope this helps!
    Robin
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  • This reply was removed on 2017-08-16.
    see the change log
  • This reply was removed on 2014-05-08.
    see the change log
  • There are a number of reasons why members may not be receiving your emails. To begin the process of diagnosing why users are not receiving your emails, please do the following:

    1. Click View email archive on your home page.

    2. Locate an email you have previously sent and click on its Stats icon ( ).

    3. If you have delivery failures, click the link "X Email Address Delivery Failures and Delays". The two possible errors are "bounced” and “delayed”.


    After you have completed the above steps please identify which scenarios match your current situation and scroll down to get answers.

    Scenarios:

    1. I’m seeing “bounced” or “delayed” for one or more recipients in the list of delivery failures and they do NOT have an email address from one of the big Email Service Providers (eg. Gmail, Yahoo, AOL, or Hotmail). In this case you may find a number of recipients with addresses in the same domain (eg. xxx@k-5school.us) which are bouncing or being delayed or there could be no errors for these addresses but a number of people are reporting not receiving your email.

    2. Members with an email address from one of the Email Service Providers (eg. Gmail, Yahoo, AOL, etc). are reporting they are not receiving my emails.

    3. Members with an email address from Hotmail (including Administrators or Editors) are not receiving their own emails when it’s sent from their Hotmail address.

    4. Members with an email address from AOL (including Administrators or Editors) are not receiving their own emails when it’s sent from their AOL address.



    Scenario 1: I’m seeing “bounced” or “delayed” for one or more recipients in the list of delivery failures and they do NOT have an email address from one of the big Email Service Providers (eg. Gmail, Yahoo, AOL, or Hotmail). In this case you may find a number of recipients with addresses in the same domain (eg. xxx@k-5school.us) which are bouncing or being delayed or there could be no errors for these addresses but a number of people are reporting not receiving your email.

    If you’re sure the email address for your recipient is valid then their organization’s email server is probably bouncing or delaying email from GroupVine due to the organization’s email security settings. Please contact the IT department and ask them to investigate how their mail server is handling incoming email from the groupvine.com web domain. Most likely they need to whitelist the GroupVine email server IP addresses listed below to their safe senders or exception list to allow your emails to be forwarded along to the recipients.

    54.241.130.69
    54.241.131.129
    54.219.172.113
    54.219.154.88

    (Use the sample email we've prepared in this question to contact your IT department.)

    If there are no errors being reported for these recipients then please check to see if your email is landing in the spam or junk mail folders. If so, please ask them to add your sender email address to their safe senders and/or contact lists or add a "To" filter in their personal email for "groupvine.com" (see here for details).

    Scenario 2: Members with an email address from one of the Email Service Providers (eg. Gmail, Yahoo, AOL, etc). are reporting they are not receiving my emails.

    If you see “bounced” or “delayed” in the list of delivery failures for these users then most likely their email address is not valid, either due to a typo or perhaps their account no longer exists. Please confirm the email address and update their member profile as needed. To update a recipient’s email address:

    1. In the list of delivery failures, click on the recipient's email address that needs to be updated to reach their User Profile page.

    2. On the User Profile page you can update the user’s Primary email address or Alternate email address. Note that if the username may also need updating to match-up with the new email address.

    3. After pressing Save use the Back button in the upper right to return to the recipients page.


    If there are no errors being reported for these recipients then please check to see if your email is landing in the spam or junk mail folders. If so, please ask them to add your sender email address to their safe senders and/or contact lists or add a "To" filter in their personal email for "groupvine.com" (see here for details).

    Scenario 3: Members with an email address from Hotmail (including Administrators or Editors) are not receiving their own emails when it’s sent from their Hotmail address.

    If members with Hotmail email addresses are not receiving their own emails they likely need to set-up filters in Hotmail to remedy the problem. Here’s a support page to pass along to your members with simple step-by-step instructions on setting up Hotmail filters.

    Scenario 4: Members with an email address from AOL (including Administrators or Editors) are not receiving their own emails when it’s sent from their AOL address.

    If you’re an AOL user then most likely you will not be able to receive emails that you send because of AOL’s security settings. You may want to consider creating a new email address for your account to send emails so that you can also receive them properly in your AOL account. Instructions for creating a new email address can be found here.

    Then here's a tip to help your recipients receive your email:
    As soon as possible so nothing is missed
    , we strongly suggest your account Administrator informs every member which email addresses to add to their contact list and instructions, which can be found here, on how to set up "To" filters in their email. Both of these pieces of information can be passed on to members by doing one or, preferably, both of the following:

    1. Sending from an existing email address to all members

    2. If your account is for a school or family group, then sending home a paper flyer to every member or family



    Example email/flyer text
    IMPORTANT
    We need your help to ensure our communications reach your inbox!


    To make sure our emails don’t end up in your spam/junk folder, simply add these email addresses to your contact list in your email tool:
    aaa@bbb.com
    ccc@ddd.com
    ...

    That’s it! Done! Thank you for your cooperation!

    (If you find you’re not receiving our emails, please contact XXX at xxx@yyy.com.)

    [IMPORTANT NOTE: replace the above 'XXX' and email addresses with all email addresses that you use to send emails to your community.]
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  • Hi Everyone,

    To increase robustness and performance of our email delivery service, we will be adding two additional servers to send emails for ‘groupvine.com’.

    Does this affect me? If you didn't experience email delivery problems in the past that required explicit "whitelisting" of our server IP addresses, then this change will likely not impact you.

    However, if your emails had been blocked in the past (for example, if some recipients with addresses ending in ‘@mycompany.org’ or ‘@myschool.k12.edu’ were not receiving your emails), and it was necessary for the company or school/district IT department to explicitly add the GroupVine servers onto their trusted "whitelist," then please contact them again to request that they add our two new server addresses. If this isn’t done, then they may block emails coming from our new servers.

    What information do you need to provide? You just need to ask them to add the following GroupVine IP addresses to their trusted "whitelist" of email addresses:

    54.241.130.69 mailer-02.groupvine.com
    54.241.131.129 mailer-03.groupvine.com
    54.219.172.113 mailer-04.groupvine.com (new)
    54.219.154.88 mailer-05.groupvine.com (new)

    In case it's helpful, we've prepared an email below ... just replace the highlights with your specific information.

    If you have any questions or need any assistance, please contact us at support@groupvine.com.

    ~~~~~~~~~~~~~~~~~~~~~~~ prepared email below ~~~~~~~~~~~~~~~~~~~~~
    Hello,

    I'm the administrator for the YOUR COMMUNITY NAME GroupVine account that we use to send emails, and I’m contacting you because you are listed as the contact for the ENTER THE COMPANY OR SCHOOL DOMAIN, e.g. mycompany.org domain.

    GroupVine (http://www.groupvine.com), which provides the group email services, just informed us that to increase the robustness and performance of their email delivery service, they are adding additional servers to send email for ‘groupvine.com’, and thus have introduced two new IP addresses. Here is the list of the updated IP addresses for the GroupVine email servers that we need whitelisted:

    54.241.130.69 mailer-02.groupvine.com
    54.241.131.129 mailer-03.groupvine.com
    54.219.172.113 mailer-04.groupvine.com (new)
    54.219.154.88 mailer-05.groupvine.com (new)

    We appreciate your quick action on this to ensure our emails continue to be delivered successfully!

    If you have any questions, please contact CONTACT'S NAME at YOUR EMAIL ADDRESS, or you can email support@groupvine.com for any technical questions.

    Thank you!
    YOUR NAME
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  • Another possibility that we found with Comcast and Verizon users in particular is that, by default, emails marked as spam by these providers were not being saved to the user's spam folder. This made it appear as if the email was never delivered, even though our records showed that we delivered the email to the provider and received a successful status back. Note: once the provider successfully receives the email, we don't receive additional status information as to whether the email was delivered to the user's inbox, spam folder or if the provider dropped the email entirely.

    It's important to have emails marked as spam delivered to your spam folder so that users can mark them as "not spam". Once the provider processes this information, subsequent emails should start getting delivered to the user's inbox.

    For Comcast users, click here and follow the steps under Change Spam Filter preference. Note: At step 3, click both the checkboxes Enable spam filter of my account. and Save a copy of emails marked as spam. that appear. The steps on Comcast's site are slightly out of date.

    For Verizon users, click here and follow the steps to view messages that Verizon's Spam Detector filters.

    Once your spam folder is set up, be sure to check it by signing directly to your provider's site, e.g. comcast.net or verizon.net, instead of from an email program like Outlook. (Please do this soon after you're expecting an email since your provider could be clearing your spam folder automatically for you within a few to several days). If you find an email there, click on its checkbox and click "Not Spam".
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