Skip to main content

Troubleshoot email delivery

Identify and resolve issues preventing your emails reaching the intended recipient.

Updated over a week ago

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:

  1. Go to Data > Visitors to access the system log. The log contains records of all events relating to every site visitor.

  2. Find and select the email address using the search field.

    Once found, you see the data, including their email address, name (if available), and any other captured information.

  3. Select the Audit Log tab to see a list of events and actions related to the customer. There are four types of entries:

Entry type

Description

Event

Recorded actions involving the customer, such as page views, cart visits, and checkout completion.

Signal

Generated by events the system considers important, like cart abandonment.

Action

Actions performed by the system, such as sending an email or loading details to a list.

Trace

Detailed breakdown of specific activities, typically used for system diagnosis, like determining why an email was sent.

By looking at the audit log, you can identify why the customer did not receive your email.


Additional checks

Check for excluded IP addresses

Verify whether the IP address for the recipient 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, and go to Settings > Website Settings > Activity Block to check for a blocked IP address.

Review abandonment settings

Expand the User menu, and go to Settings > Triggers and Messaging integrations > Trigger Settings.

Check the Contact Remarketing Pressure Interval and Remarketing Slice Size to determine if they might have excluded the contact from receiving emails.

Did this answer your question?