There are a few reasons why a recipient may not receive a TAF (Tell-A-Friend) message from the Participant Center and/or Autoresponders. Below is a list of possible reasons.
  1. If the recipient email address is hosted by an Email Service Provider (webmail such as Gmail, Hotmail, etc), have them check their spam folder. If the message is not in spam and nowhere to be found, it is possible that your sending domain doesn't contain a valid SPF (Sender Policy Framework) record, which Email Service Providers use to validate authentic email. You can verify this by typing the sender domain in our SPF checker. If you see a Red X for Yahoo Domain Key, that is okay as it is not needed, but if you see an X for SPF, then please provide our SPF documentation to whoever hosts the DNS server for your domain.
    • Note: Luminate doesn't host sender domains or DNS servers for clients and we cannot assist in the implementation of SPF.
  2. If the recipient email address is not hosted by an Email Service Provider, it is possible that their enterprise firewall is blocking the message before it reaches their incoming mail server. You, or the participant can test this by sending a message to a webmail address and see if you or they receive it there. To resolve these incidents, the recipient will need to request that their IT department whitelist Luminate's outgoing email IP addresses or host name. What outgoing email server does the Luminate platform use?
    • Another possible symptom of this issue could be that you receive some autoresponders, but not others. Since autoresponders may be sent from different IP addresses, it could be that your firewall is blocking specific IPs. In this case, your IT department will need to whitelist all of our IP ranges. Also consider that every Enterprise email environment could be using email rules that filters emails based on sender name/address, subject line or other body content attributes. This should also be confirmed by your IT department.
  3. The recipient's email address is opted out of receiving Tell-A-Friend messages. This opt-out feature is specific to Tell-A-Friend messages and will not affect Email Campaigns, Coaching Emails or Autoresponders. To verify whether a recipient is opted out, please Contact Support and provide this article number with the email address. Support can resubscribe the email address and it will be assumed that you have been given explicit permission from the recipient to be opted back in.
If you feel that none of the conditions above apply to your situation, please try the following troubleshooting steps:
  • To test Tell-A-Friend delivery, create a demo participant account if you don't have one already and send a message from your Participant Center to at least 2 separate webmail addresses, such as Gmail and Hotmail. Also send a message to your work email, or a co-workers email. If you receive the message at multiple addresses, but not at a specific address, then it could be because that email address is opted out of TAF (see number 3 above). 
  • To test autoresponders, create a constituent record using a webmail address and send a password reset email. If the webmail addresses receive the messages, but the work email doesn't receive it, then it is likely a firewall issue (see number 2 above).
  • If the issue being reported is about delays in receiving TAF messages and autoresponders, the test above will help confirm the source of the problem. If you are experiencing consistent delays to a specific email provider, but not your work email, this may be attributed to SPF (see number 1 above), or the webmail provider itself is experiencing delays. If you experience delays in your work email, try sending an email from a webmail address to yourself and co-workers, and/or contact IT to see if they are aware of any issues.

Tell-A-Friend messages function in the same manner as autoresponders, which are all sent from the same server and are sent as a result of a constituent interaction with our site. In the case of TAF messages; the action of composing an email in the Participant Center. TAF messages, like autoresponders are an all-or-nothing type deal; if 1 autoresponder is sending, then they all are.