If a guest has told you they did not receive a campaign, there are a number of things to check before contacting support. Work through the steps below in order.

Topics

• Step 1: Check they are in your database
• Step 2: Check their subscription status
• Step 3: Check whether they were included in the send
• Step 4: Ask them to check their junk folder
• Step 5: Check for a bounce

Step 1: Check they are in your database

Go to the Contacts section and search for the guest's exact email address. If the contact does not appear, they were never in your database, which would explain why they did not receive the email. If they were previously receiving emails, it is possible their contact record was updated or merged at some point.

Step 2: Check their subscription status

Open the contact's profile and look at the Marketing section. Confirm that they are subscribed to receive emails. If they show as unsubscribed, they will not receive future campaigns until they are re-subscribed.

You can also check the Activity tab on their profile to see when and why they were unsubscribed.

Note: If the contact's email address is on the platform's do-not-contact list, it will need to be reviewed by our support team before messages can be delivered to them. Contact support@meandu.com if you suspect this is the case.

Step 3: Check whether they were included in the send

Even if a contact is subscribed, they may not have been included in this particular campaign. Your campaign may have been sent to a specific tag, segment, or search criteria that excluded this person.

To check, go to the campaign's Analytics page, navigate to Recipients, and search for the contact's email address. Their status will appear in the results if they were not included in the send, it will show here.

Step 4: Ask them to check their junk folder

If the contact was sent the email, ask them to check their spam or junk folder. Emails can be delivered successfully but still land outside the primary inbox depending on the recipient's email provider. If they find it there, ask them to mark it as "not spam" to help future emails land in their inbox.

Step 5: Check for a bounce

In the campaign Recipients view, the status column will show if the email bounced. If a bounce occurred, the full bounce reason will be displayed. A hard bounce means the address is permanently undeliverable. A soft bounce means delivery failed temporarily.

If the message hard bounced, the contact will have been automatically unsubscribed from the platform. See our article on hard bounces and soft bounces for more detail.

Any questions? Reach out to us via email at support@meandu.com.