A recipient did not receive my email, what do I do?

Short answer: Open the emailing in the “Send History” tab: every recipient carries a status chip saying what happened. Depending on the status, the fix is made on the contact's detail sheet, and then you retry.

Open Promotions, tab “Send History”, click the send concerned, then go through the “Recipients” list — or type a name, an address or a few letters into the filter field just above the list to keep only the matching rows. Each row carries a colored chip and, under the name, the address used or the reason it was dropped.

“Excluded” — the contact was dropped before the send. The reason is given: “No primary email”, “No marketing consent on email channel”, “Email failed verification” or “Address refused by our sending checks”.

“Withdrawn” — you took this contact out of the send yourself before their email went out. They will not get it, and the row offers no retry.

“Sending” — their email is going out right now; the status updates within seconds.

“Bounced” — the recipient's mail server refused the message. Almost always a wrong or closed address.

“Failed” — the send did not go through for a technical reason. A retry is often enough.

“Complaint” — the recipient reported the message as unwanted. Do not press on: that person should no longer get your emailings.

“Sent” or “Delivered” with no opening — the message did go out. It may be in the recipient's junk folder, or simply not read yet.

The retry uses the address currently on the detail sheet, not the one recorded when the campaign went out: fixing and retrying therefore works without redoing the whole campaign.

This is not a mistake to correct on your side: it is the contact's own choice. Consent governs bulk sends; a message written to one person is not one. So you can still write to that contact from their detail sheet, using the small envelope icon next to their email address.

Two reservations, and they apply to the individual send too: the message will not go out if the address failed verification, nor if it is refused by our sending checks — which happens after a hard bounce or a spam complaint. Consent is bypassed; those two checks are not. When our sending checks refuse the address, the contact's activity history keeps a record of it: an “Email not sent” line, with the reason underneath.