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Home > Email > Common Questions > My Contact Didn't Get My Email?
My Contact Didn't Get My Email?
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After sending an email from Privy, you can view its performance page to see how many contacts received your email. In some cases, a contact that was counted as Delivered will reach out to let you know that they didn't receive the email. There are three common explanations for this: 

  • The email is sitting in a spam or junk folder in the recipient's inbox.
  • The email has been placed in quarantine by a security filter or firewall. 
  • The email was routed to the recipient's promotions folder. 

In all of these cases, Privy receives a confirmation from the recipient's server that the email was delivered. This is why the contact would be counted toward the Delivered metric. 

The email went to spam

If your emails are getting stuck in the spam folder, the recipient should move the email out of the folder and into their primary inbox. This action will teach their inbox that they want to receive your messages in the future. To reduce the chances that an email is placed in a spam folder, you should try to implement the suggestions listed below

The email was quarantined

If your email isn't found in the spam folder, the contact may have an email security software or firewall that quarantined the email before it reached their personal inbox.

To confirm this, ask the contact to work with their IT team to check their email server. Providing the email's subject line, From address, and send date will help the IT administrator locate the email and complete their investigation more quickly.

If it's determined that your emails were quarantined, ask the contact to add your sending domain and typical sending addresses to their whitelist. You can also implement the suggestions listed below, as many are contributing factors when an email is quarantined. 

The email went to the promotions folder

Gmail moves most marketing and bulk emails, such as deals, offers, and other promotional messages, into a contact's Promotions tab. This isn't an inherently bad thing as this tab is nothing like the spam folder. Instead, you can think of these tabs as additional inboxes that help people stay organized. 

If a contact uses the Promotions tab, they can teach Gmail that they want specific promotional emails to reach their primary inbox tab by moving them there manually. Furthermore, it's worth noting that not all Gmail users take advantage of the tab — many disable it in favor of having a more traditional inbox where all emails are reviewable in one place.

That said, if you'd like to reduce the chances that an email is placed in the Promotions tab, you should try to implement the suggestions listed below

Deliverability best practices

  • Use a custom sending domain to identify the source of the email more clearly. 
  • Keep your subject line concise and avoid all caps. Shoot for between 28 to 50 characters. 
  • Keep your preheader concise. Shoot for between 40 to 100 characters.
  • Keep your email concise. Shoot for between 50 to 125 words.
  • Personalize your emails with merge tags. For example, include the subscriber's name. 
  • Avoid spammy keywords like guarantee, opportunity, click, and winner. 
  • Avoid excessive use of special characters like %, $, &, !, ?, @, and #. 
  • Avoid excessive use of images. Emails that use too many images, or are all one image, can trigger a spam filter. Using several lines of text to separate images helps avoid this. 
  • Avoid using too many links or calls-to-action. 
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