Email recipients are receiving duplicate copies of the same email

With the Email marketing functionality in Online Express, duplicate email addresses are expected to be removed from the email list prior to the email leaving the Online Express email servers.  Some users may notice that when they send an email through Online Express, some email recipients receive duplicate copies of the email.
As of 5:00PM EST on 11/14/16, this has been resolved.

If you have an email job scheduled for future delivery that was submitted (i.e. you clicked Send Message) before 5pm Eastern today, it is very important that you follow the steps below to ensure that no duplicate emails will be sent:

Step 1 - From the Email dashboard, click Manage Lists

Step 2 - Click the Edit hyperlink for the list associated with your scheduled email

Step 3 - Click the Save & close button. This will cause the list to be refreshed and ensure no duplicate addresses will exist.

All email jobs submitted after 5PM EST on 11/14/16 will have no duplicate email recipient addresses.

For additional information regarding this incident, please visit our Online Express Community Blog.

Steps to Duplicate

  1. In The Raiser's Edge, navigate to Online Express
  2. Go to the Email Marketing tab and create a new email 
  3. On the Get ready to send tab, select your desired email list
  4. Click the Send email button 
  5. Follow the prompts
  6. Notice that some recipients received multiple instances of the email

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