What to verify if users think they are not receiving emails

Emails are sent out to Village users daily with the information they need. If users are not receiving them, there are typically three reasons why: the email was received in a different folder, the email bounced, or the user had previously filed a complaint. We recommend that users follow these steps to either find or begin receiving emails again. 

Email Folders:

Email providers filter incoming emails in different ways based on how they perceive the email. This can lead to emails being sorted into spam, or other folders in a user’s email inbox.

Users can search for these emails by: 

1. Doing a general search for them in their inbox. They can search for a specific email title or email address
2. Checking for the emails in their spam folder. 
3. Checking all other folders in their email.
   

Bounced emails:

Emails can bounce for several reasons: the email address has a typo, the email address does not exist, or the user’s email inbox is full and can no longer receive emails. 

We attempt to send emails several times and if they continue to bounce, emails will stop being sent to that user. 

To view which user’s emails have bounced and are no longer being sent → Admin → People Management → Groups 

Under group categories find the group "Tagged People" → select ‘hv_email_bounced’

If you do not see these groups is because there are no emails in those groups. When the group is empty, the group does not show.

You will then be able to see which users have emails that have bounced

To resolve this, there are 3 options:

1. Check with the user and determine if their email address has been inputted correctly in your system
2. Have the user check if their email inbox is full
3. If a provider has refused the emails, you can ask the user to have the email address be put on their provider’s White List which will recognize your emails as trustworthy and important and allow them to be delivered.

Once you have resolved the issue with the user, return to the "Tagged People" group and select "Remove" next to the user’s name.

They will no longer be on the bounce list and should begin receiving emails again.

💡Note:
To learn more about bounces, click here. To learn more about white lists, click here.

Email complaints:

Email complaints occur when a user marks the emails as spam, either accidentally or intentionally. When a complaint has been made, the system stops sending emails to that user. 

This can be resolved through your website by selecting ADMIN → People Management → Groups

Under group categories find the group "Tagged People", hv_email_bounces group, hv_email_complained group will show in this list if there are any  bounced email or complained. The groups show automatically. If there are no bounced emails or complained, these groups will not show.

→ Please select 'hv_email_complained'

You will then be able to view all the users who have stopped receiving emails due to a complaint. To allow them to begin receiving emails again, select "Remove"

The user will begin to receive emails again.

Please, check also this training article: https://support.helpfulvillage.com/hc/en-us/articles/4547237529623-How-to-make-sure-your-users-are-getting-your-emails

Check out this live demo: https://support.helpfulvillage.com/hc/en-us/articles/5604336557591-Live-demo-Email-reputation