laurencharge Posted April 5, 2023 Share Posted April 5, 2023 (edited) Hi, I have had a lot of friends say they didn't receive our newsletter (it's not in their junkmail) and was just wondering why it says 100% sent but only 97% delivered? Why are those 114 people not receiving the email campaign? I've tried to find the email addresses for those "sent" and "delivered" categories but I can't find a way to view them or export them. I would like to find a way to see those 114 that weren't delivered so I can try and resend to them. I have one friend whose email address is in the system, she subscribed a day before the blast went out and under her profile it says she is subscribed to the newsletter mailing list but she still didn't receive the email. This was the folder with csv files i got after the campaign went out and i don't really know what that means but her address is not in here anywhere: Unsubscribed users: 1 Subscribed users: 44 Cleaned: 1 Edited April 5, 2023 by laurencharge Link to comment
Mortimers Posted May 29, 2023 Share Posted May 29, 2023 Hey - I have had the same issue, most of my emails are not being delivered which is incredibly detrimental and frustrating. If you get anywhere with this let me know.. Link to comment
paul2009 Posted May 29, 2023 Share Posted May 29, 2023 @laurencharge @Mortimers Have you assessed the quality of your mailing list by using a third party service like BriteVerify or ZeroBounce. Me: I'm Paul, a SQSP user for >18 yrs & Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥. Work: Founder of SF.DIGITAL. We provide high quality original extensions to supercharge your Squarespace website. Content: Views and opinions are my own. Links in my posts may refer to my own SF.DIGITAL products or may be affiliate links. Forum advice is completely free. You can thank me by selecting a feedback emoji. Buying a coffee is generous but optional. Would you like your customers to be able to mark their favourite products in your Squarespace store? Link to comment
Dpr449 Posted June 19, 2023 Share Posted June 19, 2023 I just had the same thing happen to me on a smaller email campaign. Even some of the email addresses that squarespace indicated were delivered were not, and they aren't in intended recipients spam folders either. This is really inacceptable, and a huge headache to try to figure out what went wrong! Link to comment
Christinesveen Posted August 17, 2023 Share Posted August 17, 2023 This is very frustrating. My emails used to be delivered to all my recipients or close to all, but now we're down to 65% of the list. Why? Link to comment
TriciaS Posted August 19, 2023 Share Posted August 19, 2023 Ugh. Me too. I didn’t even get MY OWN EMAIL. And a good friend didn’t get it either. Only 299 on my list, How many more didn’t get it? What’s up Squarespace? Link to comment
joey55888 Posted August 28, 2023 Share Posted August 28, 2023 I am having the SAME ISSUE! 10% delivered to my small mailing list!? Link to comment
Eleven-Monkeys Posted October 14, 2023 Share Posted October 14, 2023 Yes, having the same problem. Is Squarespace working on this issue? Link to comment
pix Posted December 19, 2023 Share Posted December 19, 2023 I am also having this problem. Anybody find a fix? Link to comment
Hark_Mark Posted February 12 Share Posted February 12 I'm having the same issue, I have been using Squarespace email for years with no problems, this last email only 46% delivered, I sent test emails to 3 of my personal accounts and only 1 came through, and the others are not in junk email. Squarespace, I'm calling upon you, please help!!! Link to comment
DoroMarcello Posted February 12 Share Posted February 12 Same for me! I just switched to a paid professional email instead of my basic gmail account to make sure it doesn't register as spam, and now only 30% of my email got delivered (beforehand it was 100%). Have someone found the reason why it's that way? Thank you for your help! mindfulphysiciancoaching 1 Link to comment
Kristinfe Posted February 22 Share Posted February 22 There seems to be no help here on this topic that originally started April 2023. But I will still add my same question... I sent a campaign, and it was not delivered to all. This includes not being delivered to my dad and cousin, whose email addresses are accurate, and they have received previous campaigns. So, why did this happen? mindfulphysiciancoaching 1 Link to comment
MerlinG Posted March 25 Share Posted March 25 Same issue. Squarespace user for over ten years. Customer service pretty much blew me off with non-answer when I emailed an inquiry. Yannis 1 Link to comment
angelitaYFHK Posted May 22 Share Posted May 22 Same, just subscribed to the newsletter with another account, never received a confirmation. Then I sent a blast out with the newly subscribed email in the list, didn't receive it. The best past is it is shown that I have opened and read it. Yannis 1 Link to comment
mindfulphysiciancoaching Posted June 1 Share Posted June 1 Same here. I didn't receive my own email, even though Squarespace delivered the test email to that inbox before I scheduled the blast. It's not in my junk folder. Super frustrated! Link to comment
GentleJourney Posted August 2 Share Posted August 2 Has anyone sent an email to customer support? I am in communication with them over email. So far they tested it out and of course when they signed up it was delivered. I am working with them to figure out the problem. It would be helpful if everyone who has this problem sends them an email so we can let them know this is an issue. I'll report back if I get any answers. Link to comment
Adam0425 Posted August 10 Share Posted August 10 I'm having the same issue. Went back and forth with support and they blew me off saying that the problem was on the recipient's end. But of course it's not. I did a test campaign with my 5 personal email addresses all on different domains, and only 3 of them received it. I've done 20+ test emails and the same 2 email addresses never receive any emails. The same 3 always do. I switched to a third-party mailing list service and all 5 email addresses get the emails every time, so clearly the issue is on Squarespace's end. Their end is likely misconfigured which is causing the recipient's mail servers to mark it as spam, or worse yet it's just not being delivered at all. So frustrating. Link to comment
Adam0425 Posted August 13 Share Posted August 13 Long story short, SquareSpace's mail servers are on known spam blacklists. Many mail providers (Microsoft O365 is the one I know for sure) are blocking all emails from SquareSpace email campaigns because of this. I passed along the root cause to SquareSpace and they told me they aren't going to do anything about it and are refusing to help me. I work in tech and have years of experience in all facets of IT, many of which are with mail servers. So I knew specifically where to look. Below are the nerdy details for anyone who is interested. I've spent considerable time both troubleshooting this myself and going back and forth with one of the email providers for the email account that is not receiving the email. The mail server team for one of the accounts said the issue is that their mail servers are marking the emails as spam due to the source IP address of SquareSpace's mail server. They said this is occurring because their mail server IPs are on known blacklists for sending spam. Therefore some email providers, such as theirs, are blocking the emails and marking them as spam. I have had deliverability issues with two domains in particular, and they both use Microsoft O365 cloud email, which I suspect is not a coincidence. I ran an email deliverability report to see if I could get more information about the blacklist, and I was able to. Here is the result of the report: https://mxtoolbox.com/deliverability/003a921c-e8f3-4d3c-82dc-57adb9281392 As you can see, under "relay information", it shows the SquareSpace mail server IPs are on a blacklist. If you click the red circle with an X in it it sends you to this page with more information: https://mxtoolbox.com/SuperTool.aspx?action=blacklist%3a%3A%3Affff%3A8&run=emailheaders If you scroll down to the "received header" section, and look at the "received: from" line, you can see the IP that sent the email. That IP is ::ffff:8.36.86.48. If I do a lookup on that IP, this page tells me that Squarespace owns the IP: https://search.dnslytics.com/ip/::ffff:8.36.86.48 That specific IP is also blacklisted: https://mxtoolbox.com/SuperTool.aspx?action=blacklist%3a%3a%3affff%3a8.36.86.48&run=toolpage So this confirms that the issue is on the SquareSpace end. Yet they are refusing to fix it. So I guess I am taking my money to another mailing service, one that knows how to properly remain off of a spam blacklist service. Link to comment
Sharon-Evans Posted yesterday at 04:58 AM Share Posted yesterday at 04:58 AM Has anyone had any positive updates of Squarespace working to resolve the blacklist issue? Like others, I'm down to only 67% emails delivered. After working so hard to have people join my list, this is very disappointing and unacceptable for a paid service. Link to comment
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