Email campaign not delivering 100%

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

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..

@laurencharge @Mortimers 

Have you assessed the quality of your mailing list by using a third party service like BriteVerify or ZeroBounce.

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!

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?

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? 

I am having the SAME ISSUE! 10% delivered to my small mailing list!?

Yes, having the same problem. Is Squarespace working on this issue? 

I am also having this problem. Anybody find a fix?

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!!!

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!

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?

Same issue. Squarespace user for over ten years. Customer service pretty much blew me off with non-answer when I emailed an inquiry. 

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.

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!

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. 

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. 

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.