Engagement - Organization not receiving emails sent from Marketing Cloud Engagement

Common reasons emails won't be received

• The message has been flagged by a spam filter
• The message has been placed into the local email client's "Bulk" or "Spam" folder
• The message is delayed

Resolving Email Delivery Issues in Marketing Cloud Engagement

The message has been flagged by a spam filter

This message may sit in quarantine or even be deleted depending on the brand, version, or administration settings of the filter in use.
 

• If your message is in quarantine: Your filter may have an option to view and even unblock the email if it was identified as spam.
• If your message isn't quarantined: Notify your network administrator that you have not received a message you were expecting.

The message has been placed into the local email client's "Bulk" or "Spam" folder

Many email clients automatically place messages into the "Bulk" or "Spam" folder if the email sender's "From Address" isn't in the recipients Address Book or Safe Senders List. Review your email client's support for help filtering emails correctly.

The message is delayed

Even if the message was accepted by the server, it may not have been delivered to the recipient due to email volume, server maintenance, or network problems. Contact your email administrator to verify if you are experiencing any internal issues.

The message is sent to your own company's email domain

When experiencing deliverability issues to recipients within your own organization's domain, your IT team's mail gateway or spam filter is likely blocking or quarantining the message before it reaches the inbox.

The recommended fix is to work with your IT team to allowlist the Marketing Cloud Engagement sending IP addresses at your mail gateway level. This ensures messages from Marketing Cloud bypass your internal spam filters.

If you don't know your Marketing Cloud sending IP addresses, log a case with Marketing Cloud Engagement Support and include your Account MID. Support can confirm your dedicated or shared IP ranges.

Note: If you use a Sender Authentication Package (SAP), your sending IPs may be dedicated.