My Emails Aren’t Being Received

If you or others are having trouble with receiving emails sent through fromĀ Elvanto, there’s a few things that can be checked:

Ensure emails are not being delivered to their junk/spam folder

If the user opens their junk (or spam) email folder and the email is there, add the sender to their safe sender list or their Address Book.

Did you get a “Mail Delivery Failure”?

When you send an email in Elvanto, we will notify you if any emails have bounced or been rejected. You should be notified within 20 minutes of sending the email, but depending on how many emails you sent, this can sometimes take longer.

Check the person’s ‘Activity’ tab

In the Admin Area, you can check the person’s profile to confirm the email was sent. If it was, it will show up in the ‘Activity’ tab for that person’s profile. If it doesn’t show up, either that person has unsubscribed, wasn’t included in the contact list, they were removed from the list once the email composer was loaded, or perhaps the email was not sent correctly. Read this article for more information on how to send emails through Elvanto.

The recipients/your email server may be blocking the emails (ask your IT administrator)

Before you were able to send emails from your computer, you had to add the email address to your computer and specify a username and password. This authenticates your emails when you send and tells email servers that you control that email address and have authority to use it.

When sending emails in Elvanto, we are unable to authenticate your emails with a username and password. As a result, some email servers might treat your emails as illegitimate and block them.

There is a way around this. To help with the receiving of emails from Elvanto, your IT administrator should be able to help. Simply send them this link and ask them to follow the instructions to add some CNAME records to your domain.

Doing this tells the world of email servers that Elvanto has permission to send emails on your behalf.

Your free email server might be blocking the emails

Email providers such as Yahoo and AOL have tough anti-spam policies, and do not allow emails to be sent using @yahoo.com or @aol.com email addresses, without you using their system. As such, emails sent through Elvanto from an @yahoo or @aol email address will, most likely, not be received by the intended recipients. This blog post by Mandrill has more information on the topic.

Contact Support

If the options above don’t seem to fix the issue, then you should contact us.

Just let us know any examples you have, including:

  • who sent the email
  • when (date and time) the email was sent
  • Name and email address of anyone who did not receive the email

Last Updated: 10th March, 2016