Recipient not receiving email

A specific email address is not receiving emails from Online Express.
Please complete the following steps:
  • If this is an email address on a Constituent record, confirm the Deceased and Requests no email checkbox is not marked on the Bio 1 tab of the constituent record
  • If this is an email address on a Relationship record, confirm that the Relationship record is linked to one of the Constituent records in the query results of the query used in your email list
  • Confirm that the email address is not marked Inactive or DNC in the Contact Information section of the Constituent/Relationship record
  • Confirm that the email address type for this email address is one of the email types selected in Account>Integration Options>Email mapping in the Online Express plugin
  • If this is an email address on a Constituent record, confirm the Constituent record is included in the query used in the Email list selected for the email blast
  • If this is an email address on a Relationship record, confirm the Relationship record is one of the Relationship types selected in the Email list selected for the email blast
  • Confirm that the email is not present in the Unusable emails list
  • Confirm that the email is not in the recipient's spam folder
If the email address meets the above criteria, please contact support with the email addresses that are not receiving emails.

Steps to Duplicate

  1. Log into Raiser's Edge
  2. Navigate to Online Express
  3. Create and send an email to a list of constituents
  4. Constituent did not receive email

Was this article helpful?