If a contact doesn’t receive an email, you can use reporting tools to identify the cause.
Audit Log entries show recorded activity, system decisions, and email actions for each contact.
You can also review settings that may prevent emails from sending.
Check the Audit Log
By accessing the system and audit logs, you can identify why a contact didn’t receive a particular email. You can locate the contact's records, view their data, and examine the Audit Log for relevant events, signals, actions, and traces.
To do this:
Go to Data > Visitors.
The log contains records of all events relating to every site visitor.Enter the email address in the search field.
Select the matching contact record.
Select the Audit Log tab.
Review logged entries for the contact.
Entry type | Description |
Event | Recorded customer actions, such as page views, cart visits, and checkout completion. |
Signal | Generated by events the system considers important, like cart abandonment. |
Action | System actions, such as sending an email or loading details to a list. |
Trace | Detailed breakdown of specific activities, used for system diagnosis, like determining why an email was sent. |
Use these entries to identify why the email wasn’t sent.
Additional checks
Check for excluded IP addresses
Verify whether the IP address used by the contact has been excluded. This precaution is sometimes taken to avoid issues arising from customer service teams entering multiple customer email addresses.
Expand the User menu.
Go to Settings > Website Settings > Activity Block.
Review blocked IP address.
Review abandonment settings
Expand the User menu.
Go to Settings > Triggers and Messaging integrations > Trigger Settings.
Review Contact Remarketing Pressure Interval.
Review Remarketing Slice Size.
These settings may prevent contacts from receiving emails.