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Troubleshoot Emails Not Being Received

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Summary: If you or your recipients are experiencing issues with emails not being received, this guide outlines the most common causes and solutions. Follow these steps to diagnose and resolve delivery problems, ensuring your communications reach their intended audience.

Before You Begin

  • Ask the recipient to check their junk, spam, Promotions, or Updates folders for the missing email.
  • If the email is found there, ask them to mark the email as "Not Spam" and add the sender's address to their safe sender list or contacts.

Step-by-Step Instructions

Verify Delivery in Breeze (Admin Action)
  1. Navigate to the recipient’s Profile.
  2. Open the Activity tab to confirm if the email was sent.
    If no email appears, the recipient may have unsubscribed, wasn't included, was removed after loading the composer, or the email failed to send.
Use a Verified Sender Address (Admin Action)
  1. Send emails from a verified email address.
    Personal email addresses (like @gmail.com) or free providers (like @yahoo.com and @aol.com) have strict policies and often block unauthenticated third-party sends.
Whitelist Breeze Emails (Recipient Action - Gmail Example)
  1. Log in to your Gmail account.
  2. Click the Settings gear icon in the top-right corner, then select See all settings.
  3. Navigate to the Filters and Blocked Addresses tab and select Create a new filter.
  4. Enter the emails or domains (e.g., @mail.breezechms.com) you want to whitelist into the From section.
  5. Click Create filter to confirm.
  6. Put a mark next to Never send it to Spam to add this address to the safe sender list.
  7. Click Create filter again to save settings.
    Using this menu, you can also star these emails or apply a chosen label.

Troubleshooting & FAQs

  • Why are emails going to the Promotions or Updates folders? Even if Breeze marks emails as "delivered," providers like Gmail may automatically categorize system-generated emails into these folders.

  • Why are emails sent from a Yahoo or AOL address failing? Free email providers have strict policies that block emails sent from their domains via third-party systems. You should always send emails from a verified, custom domain instead.

  • My custom domain is verified, but emails still go to spam. What should I do? Mail servers might still filter emails originating from a third-party IP address like SendGrid. Ask recipients to mark the emails as "Not Spam" and add your Breeze sender address to their contacts.

  • I've tried everything and emails still aren't being received. What's next? If delivery issues continue, contact Breeze Support. Please provide who sent the email, the date and time it was sent, and the names and email addresses of the recipients who did not receive it.

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