Emails are not sent and delivered which is sent from Marketo sandbox | Community
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ManjulaPongiappan
Level 2
November 25, 2022
Solved

Emails are not sent and delivered which is sent from Marketo sandbox

  • November 25, 2022
  • 3 replies
  • 5770 views

Hi team,

I am working on a Marketo engage sandbox tool to explore the Marketo features. I have triggered emails to my mailbox(mail ID and marketo login ID are same) from the Marketo sandbox. But It didn't get delivered to my ID.

What could be the issue? Could anyone please help me to fix the issue.

 

Thanks,

Manjula Pongiappan

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Best answer by Michael_Florin-2

What was the "From-Email-Address" that you tried to send that email from? Usually sandboxes are not completely configured with regards to SPF and DKIM, so that might be a reason that the email bounced.

3 replies

Darshil_Shah1
Community Advisor and Adobe Champion
Darshil_Shah1Community Advisor and Adobe Champion
Community Advisor and Adobe Champion
November 25, 2022

From your question, I am assuming that you're using a trigger campaign to send emails. And, just to confirm, do you see the Send Email activity in the campaign results/person's activity log at all? 

 

If you don't see the Send Email activity, it'd be worth checking the lead activity log to ensure that you see the activity for which the campaign is listening for! And if you have filters in your SL, you should also check if your person record would qualify for the campaign's SL and qualification criteria.

 

Lastly, if you're trying to send a marketing email, you'd also need to make sure that the person is emailable, meaning they have -

1. Unsubscribed = False

2. Marketing Suspended = False

3. Blocklisted = False

4. Email Invalid = False

5. Not reached the communication limits, in case you've them set up in Marketo Admin

 

Please let us know if you have any questions.

 

    M
    ManjulaPongiappanAuthor
    Level 2
    November 28, 2022

    Hi,

    Thank you for your immediate response !!.

    Yes, I had triggered the email from triggered campaign. And I am able to find the record in person's activity log. Please find the screenshot of the same. 

     

    And I have checked all the lists (which you have mentioned below). But the email ID is not present in any of the list. Still the email is not delivered. Could you please let me know how to fix the issue.

     

    Many thanks!!

    Darshil_Shah1
    Community Advisor and Adobe Champion
    Darshil_Shah1Community Advisor and Adobe Champion
    Community Advisor and Adobe Champion
    November 28, 2022

    Well, it appears that your test record encountered a hard bounce when Marketo tried sending it an email. Email Suspended is a system-managed status field that blocks a person from receiving emails for 24 hours after a hard bounce occurs. After 24 hours, the person becomes mailable again. You should check the "Email Suspended Cause" in the person activity log/person detail page for more details as to why the person encountered a hard bounce.

     

      SanfordWhiteman
      SanfordWhiteman
      Level 10
      November 26, 2022

      Like Darshil says, we need clarity on whether the Sent Email activity appears for people.

       

      There’s a big difference between

      • not sent as in “no outbound email was even attempted” and
      • not sent as in “an email seemingly went on the wire but didn’t appear in the inbox”
        M
        ManjulaPongiappanAuthor
        Level 2
        November 28, 2022

        Hi, 

        The email activity log is giving zero records as shown below:

        I have records in the members tab.  We are not able to find the reason for the same. 

        Please help us to fix the issue.

         

        Many thanks!!

         

        Darshil_Shah1
        Community Advisor and Adobe Champion
        Darshil_Shah1Community Advisor and Adobe Champion
        Community Advisor and Adobe Champion
        November 28, 2022

        You should check the person's activity log for any errors in the Send Email activity (like hard bounce in your case) and not in the email program's dashboard. Also, I don't understand; you don't necessarily need a smart campaign to send out emails from an email program (as the email program can send out the email itself to the people defined in the program's Smart List).

         

        Is there any specific reason as to why you're sending out emails from a smart campaign instead of the email program itself? You can also use Marketo's Default program to send out emails from the smart campaigns if you'd like to do multiple sends which the Email Program does not allow.

         

        Katja_Keesom
        Community Advisor and Adobe Champion
        Katja_KeesomCommunity Advisor and Adobe Champion
        Community Advisor and Adobe Champion
        November 28, 2022

        As a simple first check to add to the guys' very valid questions: Is your own email address actually in the database? If not, an email will never send.

        M
        ManjulaPongiappanAuthor
        Level 2
        November 28, 2022

        Hi, 

        The email Id is present in the DB.

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