Why am I not receiving emails?

Several reasons might prevent your account from receiving emails. The most common ones are as follows:

GDPR & Email Opt-in does not have true value

If a user is not receiving emails, you should check their reachability first.

To check whether the GDPR and email opt-in have the true value:

1. Navigate to Audience > User Profiles to find the respective profile.
2. Check the Reachability on Channels section or click the View All User Attributes button to see the value for the opt-in fields.

You must also confirm that the user is not listed under Global Unsubscribe, Unsubscribe Groups, Bounces, Blocks, or Invalid email address or has not unsubscribed from emails through a test email.

If you cannot receive an email that is sent to a group email address and another user within this group has unsubscribed from the emails or the email is blocked, spammed, or bounced on another user within this email group, your user cannot receive it either. In this case, you should remove the respective email address from the unsubscribe, bounces, or blocks list.

Default frequency capping limits the number of emails

All email campaigns have a 15-minute frequency capping to prevent the same user from receiving more than one email in 15 minutes.

Transactional emails, Architect emails, and test emails will not affect the cap or be affected by the default frequency cap.