My emails are not arriving
A customer says they never got your email, or your own test did not show up. Check these causes in order.
In this article you will find out why an email did not arrive and fix it.
Steps
- Check the sending logs. Go to Settings → Sending logs and search the person's email. If there is no line for them, the email was never sent: the person may not be subscribed, or was not in the audience you chose.
- Status is Delivered? The receiving server accepted the email. Ask the customer to check Spam, Junk and Promotions and search for your sender name.
- Status is Bounced or Failed? Open the message to read the reason. A typo in the address or a full mailbox cannot be fixed on your side. "Domain not verified" or "unauthenticated" means your domain records are missing.
- Emails landing in Spam for many people? Connect your domain (Settings → Email sender identity → Authenticate domain), send only to people who asked for your emails, and avoid all-caps subjects and too many images.
- Still stuck? Email us the recipient address and the campaign name and we will check it.
Try these steps in Sendvio
Enter your Shopify store name to open Sending logs in Sendvio, inside your Shopify admin. It opens in a new tab, so you can keep this guide alongside it. Shopify may ask you to sign in.
Follow the steps above to select the relevant item. Navigation for this task:
SendvioSettingsSending logs
For my-store.myshopify.com, enter my-store. We remember it in this browser only.
Still need help?
Write to us and include your store name and, if it is about a message, the recipient's email or phone. We answer every email.