There are many reasons why an Admin’s email won’t reach its recipient. Follow this guide to determine which is most likely!
Wodify Email Features
Wodify has multiple built-in mechanisms to prevent an email from being sent to a recipient. Typically, these should result in an email not being sent (as opposed to being sent, but not delivered).
Check these possible causes, listed in rough order of likelihood:
Recipient email is not correct
A recipient’s email might not be what the Admin or recipient thinks it is.
Common scenarios, with solutions:
-
Email was changed: Admin or recipient should be able to change the email in Core Admin or mobile. This will change login for the mobile app, so it should only be done with the Client’s knowledge
-
Email is invalid or inbox is full: Ask the recipient to do the necessary maintenance on their email, if they want to receive emails
Recipient is not in the email’s intended audience
Ensure the recipient is actually included in the audience. For example, Marketing Emails define their audiences using Segments, so make sure that one of the Segments it’s targeting contains the intended recipient.
Common scenarios, with solutions:
-
The recipient’s Client or Lead status doesn’t match: Remember, Segments are evaluated to determine email recipients when the email sends, so a recipient that was in a Segment when a Marketing Email was scheduled won’t necessarily still be in it when it’s sent) To fix this, simply change the recipient’s status to what it should be.
-
The target Segment is configured differently than intended: Change the condition(s) in the Segment, or Create a new Segment with the desired conditions (maybe this is actually a new use case for the gym, and needs a new Segment?)
- Targeting the wrong Segment(s): Verify that the Segments in the email’s audience are actually what you think they are, by going to the Segment itself and looking at its conditions
Tip: Beware of Segments that have duplicate names (and try to avoid duplicates by renaming or deleting one of them)
- Target Segment(s) have a bug that’s preventing them from functioning properly: If you can see that a Client or Lead should be included in a Segment, but they’re not, please reach out to the Customer Success team!
Recipient is unsubscribed
In order for an email to be sent, the recipient must be subscribed to receive it. If you’re sending a “Transactional Email” – that is, you omit the Marketing Unsubscribe Link placeholder – the email will be sent to all targeted recipients. (Clients cannot unsubscribe from Transactional Emails.)
However, if you’re sending a “Marketing Email” – you include the Marketing Unsubscribe Link – Wodify will only send the email to subscribed recipients.
Common scenarios & solutions:
-
The recipient was unsubscribed (on purpose, or by accident): A Client can re-subscribe from the Wodify mobile app, or an Admin can do it from the Client/Lead profile.
Tip: Admins should ONLY re-subscribe Clients/Leads if they have explicit permission from them
Email delivery problems
Email deliverability is a complex set of processes; there are many reasons why an email might not get delivered, and not all of them are possible to diagnose. By narrowing down the possibilities, you can get the problem fixed faster.
Email goes to spam folder
Most mailboxes use some kind of spam detection and filtering, to maintain a good user experience. Wodify emails may get caught in that spam filter.
Common scenarios & solutions:
-
The emails are being treated by the recipient's inbox as spam due to their content: Follow our guide to composing more engaging and deliverable marketing emails: Compliance and Best Practices
- The recipient isn’t engaging with the emails: Many mailboxes measure how often recipients actually open emails from a specific address to gauge how important they are. The recipient should try to open these emails as often as possible, and move any existing emails out of their Spam folder.
Email bounced
If an email to a recipient bounces, it will appear in the “Bounced” section in the Email Stats.
If an email bounces, Wodify automatically:
- Sets the recipient’s email to “unsubscribed”
- Defines the email address as “suppressed” in our email service
- This blocks the system from sending any more emails to that email address, even if they are re-subscribed
- We do this to maintain our “reputation,” to minimize the risk of good emails being flagged as spam
- Note: future emails that attempt to send to a suppressed recipient will show them in the “Bounced” section, but our system is not actually attempting to send emails to them
Common scenarios & solutions:
-
Email address does not exist or does not have an inbox set up: Recipient needs to enter a non-suppressed email address that’s capable of receiving emails (This should make the email deliverable right away)
-
The client mailbox flagged the email as spam and bounced it: The Recipient can “whitelist” the Wodify sender address in different ways, depending on their email provider.(Wodify still needs to remove the address from the suppressed list before emails will send. Reach out to the Customer Success team!)
-
The recipient has blocked emails from Wodify: Admin should reach out to the recipient from another address, or via another channel, to ask them to unblock
- Email server issues: This is rare, but sometimes an email just fails. If possible, try sending again later.
Email rejected
When an email is “rejected,” that means Wodify has not even tried to send it because it identified some issue(s) with the email configuration.
Common scenarios & solutions:
-
The sender address is invalid: Check to make sure that the address does not contain any characters other than letters, numbers, and limited punctuation (like . and -)
-
Connected Domain/Email is not working properly: Try sending from the @wodifymail.com system address, to see if that works
- Email is too large: Wodify can send a maximum of 10mb in one email, including the metadata, attachments, and anything in the body. Try removing images or attachments.
- There are no recipients: If there are Segments selected, but the email includes the Unsubscribe link and all possible recipients are unsubscribed, the email will be Rejected. This will be visible in the email as “Recipient Total: 0"
If none of the above solutions works, it’s best to contact Wodify Customer Success directly so we can troubleshoot the issue and potentially fix any issues on our end.
Other problems
We’ll continue to update this list as we discover more ways an email could get lost, but if you have questions, please reach out to our Customer Success team!
Comments