Why am I not receiving any proof or approval emails?

Last Updated: 26/6/2024     Tags: proof, comments, delayed, delay, delivery
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Proof and approval emails can sometimes be delayed when being sent from our system, or delivered to your inbox. Sometimes proofs or approval emails may not even be sent at all. This article explains some of the reaons as to why this may occur, and how to fix it.

Delays/Excessive Wait Time

Heavy traffic / Server load

Proof/Approval emails within Taguchi are prioritised to send immediately, it's a good idea to check your subscriber profile's interaction history for a 'Sent' event as this is a good indication of whether or not the email has been sent successfuly from our system. On some occasions, the proof emails may take about 10 minutes or so to get delivered depending on the traffic going in and out of your mail servers. These delays often occur on the receivers end rather than Taguchi's end.

Excessive email size

If you're email has a total file size that exceeds 200KB, this may slow down delivery time and the time it takes to load in a susbcribers email client. Between 100–200 KB is acceptable but may still result in slower delivery. Taguchi reccomends keeping your email size less than or equal to 100KB for optimal send times.

Images do not contribute to total email sizes, so focus on how many content blocks and text you have in your emails as this will impact the email size the most. If you are unsure of how to decrease your email size, contact Taguchi Suppport. for some assistance.

Emails Aren't Being Sent or Received In My Inbox!

Spam/Promotion Folders

Sometimes the proof emails get caught up in the user's bulk/spam folders. Checking these folders in your email client is the first place to start. If you utilise Gmail or Gsuite, check your 'Promotions' and/or 'Social' tabs. If you use Microsoft Outlook, check your 'Focused' and 'Other' auto-filters as email communications can be often be automatically routed into those.

If you find that emails are being redirected to these folders or filters, it's often a good idea to whitelist the sender email address in your email client. That way any emails won't be moved into these folders/filters in future.

Unsubscribed

A common issue is that you may have accidentally marked your test email address as Unsubscribed. This can occur in many ways such as, clicking the unsubscribe link in an eDM, or if your email address is uploaded in a subscriber import with an unsubscribe flag. If your organization has any integrations with external systems, this may also affect the unsubscribe status of your profile, so please check those external systems for any kind of unsubscribe status or flag.

You can quickly check whether your subscriber profile is unsubscribed by clicking on your profile in the top right of the Taguchi UI in V4, or searching for your email address using the global search in V5. If your profile is globally unsubscribed, it will display a red flag in your profile. You can re-subscribe yourself by clicking the re-subscribe button at the bottom of your profile and

Internal Email Filtering

If your email is relatively new, check with your IT team for any possible filters on your incoming mail server. Often corporate IT systems have sophisticated email blocking/filtering rules enabled which may block your email from being received. If this is a common occurance, request your IT team to enable a filtering exception from any emails being sent from your sender domain. A list of IP addresses to unblock are available in this support article, forward this on to your IT team to action.

If you have checked all of the above and your IT team are not sure what is causing the issue, check your subscriber profile's interaction history. Often email filtering systems will bounce the email. Any bounces will be automatically recorded against your subscriber profile with some further details as to why it has bounced.

SPF/DKIM on sending domain

If your sending domain does not have correctly configured SPF/DKIM, proofs may not be received, despite a logged sent event in your subscriber profile. Incorrect SPF and DKIM settings can lead to your email client quarantining or outright rejecting the proof.

To verify whether your sending domain has SPF/DKIM correctly configured, you can examine the sending domains table found under Settings > Domain. Please be aware that accessing this area requires administrator permission.

Click here to see instructions on how to configure SFP, DKIM and DMARC for sending domains.

If you are still unable to receive emails despite attempting the suggested actions above, please contact Taguchi Support by raising a new support ticket.