| | Troubleshooting email delivery issues for customer contacts |
| Description | If an email fails to send due to an error. Here's why it happens and how to resolve it. Invalid Email | Reason | The email address doesn’t look right. The email mistyped (‘gmail’ instead of ‘gmail’) or mixed up the address format (‘[email protected]’ instead of ‘[email protected]’). | | Resolution | Check the email format in Contacts. Verify the address before contacting the customer. If delivery issues arise, use another contact method. Contact support to resolve this issue. | Mailbox Error | Reason | It looks like there’s a problem with your customer’s mailbox right now. It could be full or offline. | | Resolution | This problem is often temporary. Try sending it again in a few days or getting in touch with your customer another way. Once resolved, you’ll be able to resend any emails that didn’t get through. | Autoresponder | Reason | While sending your email, we received an automatic response from your customer’s mail server. This could be an out-of-office message or an address not found error. | | Resolution | If your customer hasn't responded promptly, email them using your regular email program. This way, you can see if there's an automatic response. Inform your customer about the issue you're encountering. | Blocked | Reason | The mail server or internet service provider (ISP) used by your customer blocked the email delivery. | | Resolution | Servers or ISPs could block the emails. Ask your customer to check for any blocks. We send from [email protected]. Retry sending after removing blocks. | Spam | Reason | Your customer has reported your email as spam. This means their mail service won’t let our mail service send them any more emails. | | Resolution | To unblock spam, get customer consent for your emails. Verify the correct email address and permission to email. Emails come from [email protected]. Contact support to resolve this issue. | Not Delivered | Reason | Mail delivery can fail for various reasons. Here are a few things to check or ask your customer to verify to ensure the email gets delivered. | | Resolution | Check the email address is correct and free of typos. If the email fails to send because of a full inbox or a deleted address, send a test message and check for error responses. Ask your customer if their spam filter is blocking your email. | |
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