Why Some People Are Not Being Emailed
See which addresses your newsletter is not sending to and why, and what to do if you think one is wrong.
Sometimes an address is on your list but we are not sending your newsletter to it. There is always a reason, and you can see it. Most of these protect you: sending to dead mailboxes or to people who do not want your email is what gets a sender's mail pushed into spam folders for everyone else.
Where to look
Go to Newsletter → Subscribers and open the Not being emailed tab. It lists the people on the list you are looking at who are not being sent your newsletter, once each, with the reason in plain words and the date we stopped. If it is empty, that is the good outcome.
You will also see a warning box saying Marketing emails are blocked at the top of that person's contact profile.
A person can still show as Subscribed on your main list while appearing here. The block wins: they are not sent your newsletters until it is lifted.
The reasons
| The reason given | What it means |
|---|---|
| The mailbox does not exist | The address does not exist any more, often a closed work account or a typo. |
| Delivery failed several times in a row | Their mailbox kept refusing mail, so we stopped trying. |
| Marked as spam | They pressed the spam button in their inbox. |
| Asked to stop receiving your emails | They unsubscribed, or you unsubscribed them. |
| Rested to protect your delivery | They have not clicked anything you sent for a long time. See below. |
| We stopped sending to this address | Someone at Reggio stopped it. Get in touch if you think that is wrong. |
| Our email provider blocked this address | The address is blocked for all sending, not only yours. |
Unsubscribes are honoured straight away
When someone presses Unsubscribe in one of your emails, or uses the unsubscribe button their email app shows at the top, it takes effect at once. No more marketing email reaches them from your business, on any of your lists, including anything already queued to send.
Their receipts, order updates and password reset emails from your website keep arriving. An unsubscribe only covers marketing.
Signing up again through your form does not undo an unsubscribe. If someone has changed their mind, they can rejoin themselves from the Choose what you get link at the bottom of any email you sent them: tick the list and save. That works for people who unsubscribed, but not for someone who marked your email as spam, whose address stopped working, or whom you removed yourself.
Resting people who have gone quiet
People who stopped reading long ago drag down how well your emails land for everyone else. You can have us rest them automatically.
- Go to Newsletter → Settings, then the Subscribers tab.
- Under Resting inactive people, fill in Rest people who have not clicked in this many days. 180 days is a good starting point, and you can choose anything from 30 days to three years. Leave it empty to keep everyone.
- Press Save.
We check once a week. Anyone on that list who has not clicked a link in one of your emails within that many days is rested: their status on the list becomes Removed, and they stop receiving your marketing emails from any of your lists. People who joined more recently than your chosen number of days are never rested, so newcomers get a fair chance.
We measure clicks rather than opens on purpose. Many email apps now report an "open" automatically without anyone reading, so opens would keep dead addresses on your list forever.
Emailing someone again
If someone was rested and you would like to try them again, press Start emailing them again next to their address. They go straight back to Subscribed on the lists they were rested from, and they get a fresh stretch of time before they could be rested again.
For every other reason, the button is Ask us to unblock. It opens a support ticket with the address and the reason already filled in. Add why you think it should be emailed again, and a real person will look at it with you. Someone who marked your email as spam is the one case we treat most carefully, because emailing them again is the quickest way to hurt your delivery to everyone else on your list.