When someone who has registered for your newsletter indicates that they do not receive the newsletter, there can be several reasons why the newsletter is not received. on this page we have described a number of possible reasons.
Didn't receive a newsletter?
- Is the email address entered correct?
- Is the e-mail address classified in the group to which the newsletter has been sent?
- Can you find the e-mail address in the 'stats' of the sent newsletter?
- Did you receive an error message at the email address from which the newsletter was sent?
- Has the newsletter ended up in the recipient's spam box?
- Everything checked and no cause found?
1. Is the email address entered correct?
First of all, it is useful to check whether the e-mail address is actually in the list of recipients. To do this, you can go to 'settings' under 'Newsletters' from the main menu of Gnap. There you will see 'addresses', and when you click on this you will get a list of all e-mail addresses that are currently receiving your newsletter. At the top of the screen you can search for the e-mail address (or part of it) to check whether the e-mail address is actually in the list (and whether there is perhaps a spelling error in the registered e-mail address).
If this is not the case, that is the reason that the newsletter is not received. It is also possible that this recipient has recently unsubscribed (via the unsubscribe link in the newsletter). If they do want to receive the newsletter (again), they can register again (via the registration form on the website).
2. Is the e-mail address classified in the group to which the newsletter has been sent?
It is possible to create different groups in the newsletter address database. It allows you to target a specific newsletter to only that particular group. The problem may be here, because the desired recipient is not in the group you sent the newsletter to. You can check this in Gnap. From the main menu, go to 'settings' under the heading 'Newsletters'. There you will see 'addresses', click on that to see all newsletter addresses. You can then filter on the different groups at the top of the screen. You can then view which e-mail addresses are assigned to each group. You can also change a specific address and see in which group(s) it is classified.
3. Can you find the e-mail address in the 'stats' of the sent newsletter?
From Gnap you can view the 'stats' of a sent newsletter. Here you can see to which addresses the newsletter has been sent (and possibly at what time the newsletter was read by the recipient). You can view this by going to 'Newsletters' from the main Gnap menu. At the top you choose 'Sent newsletters', you will then see all newsletters that have been sent. Behind every sent newsletter is a blue 'stats' icon. Click here to view the statistics.
Is the e-mail address in this list (the addresses are sorted alphabetically)? If so, then the problem is not with this point (or with the 2 options mentioned above). The 'problem' then lies with the recipient of the newsletter (see point 4 and 5).
4. Did you receive an error message at the e-mail address from which the newsletter is sent?
When you have sent a newsletter, you will receive any error messages (from newsletters that have not reached specific people) at the e-mail address that you use as sender of the newsletter. These error messages can, for example, be caused by a recipient's e-mail box being full, or by a recipient who has temporary mail problems with his/her provider. It is also possible that you receive an error message because the sent newsletter has been blocked by a spam filter.
If you have received an error message from this specific address, then you know that the newsletter has not arrived at the desired recipient. Would you like more information about the reason you are receiving the error message? Mail us the error message ( email@example.com ) - we will inform you what the specific reason for the error is.
5. Has the newsletter ended up in the recipient's spam box?
It is also possible that a specific recipient of your newsletter has set his/her security settings in the mail program in such a way that newsletters arrive in the 'spam box' or unwanted mail. If all the above points did not provide you with an answer, this could be another cause. Ask the specific recipient to check the junk mail folder.
6. Checked everything and no cause found?
Do all the above options not provide an answer? Or do you run into questions?
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