A bounce or an unsubscribe automatically sets Email DND, and JourneyCARE stops sending marketing email to that address. Open the Contact Record and check the DND section. If the email address on file is wrong, correct it first, then clear the DND checkbox for Email. If the corrected address is still invalid, JourneyCARE marks it as DND again after the next delivery attempt. See Understanding Do Not Disturb (DND) Status.
A member says they didn't receive your email
When a member says an email never arrived, check their DND status and email address first, then the send record. The five situations below cover what usually happened and how to confirm each one.
Their email channel is marked Do Not Disturb (DND)
The email address on the record is wrong
Misspelled addresses, old employer addresses, and closed accounts all look like a missing email. Correct the address in the contact's information. An invalid address is marked DND again after the next delivery attempt, so confirm the new address works before relying on it.
A workflow email never ran
Open the workflow in Automations → Workflows and use Enrollment History to search for the contact, then open the execution logs and select View Details on the email step to see whether it ran and what it sent. Workflow history is available for 30 days. Also check the sender settings: Settings → Configure Sender Address at the workflow level, and the From Name and From Email on the email action itself, which override the workflow-level sender. See Workflow History and Logs for the full review workflow.
The email bounced
Go to Marketing → Emails → Email Campaigns, open the Actions dropdown for the email, and select Statistics. Choose Load more Statistics for per-contact results, including failed sends. You can also hover over the red warning icon on the contact's last email in Contacts to see why delivery failed, such as an address that no longer exists, a company firewall blocking delivery, or a full inbox.
It was delivered, but went to spam or junk
If the statistics show the email was delivered but the member still cannot find it, ask them to check their spam or junk folder and the Promotions tab in Gmail. Have them add your sender address to their contacts so future messages reach the inbox. See Email campaign sender settings for how to keep your sender configuration deliverable.
Watch for repeat cases
Maintain a Smart List of active members with Email DND enabled so you can periodically review and correct invalid email addresses before members notice missing mail. See Create a Smart List of contacts who bounced or unsubscribed.
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