Emails not being sent for unknown reasons

Forum|Forum|1 year ago
January 23, 2025
4 replies
3237 views

Hello,

We are noticing in multiple sends that there are thousands of people not being sent emails. They qualify for the campaign and then nothing happens in their activity log to show why they weren't sent. We used query book to try to see if they reached communication limits since I do not know of an easy way to pull that report in marketo (maybe there is one that I don't know of) and we did not see any of them had reached communication limits. What other things have I not thought of? What else can we check to find out why they are qualifying but being sent email with no activity log records?

Thanks!

Marketo

Miray

Community Advisor and Adobe Champion

@kainelson They might be qualified, but have you checked if they are marketing suspended or have invalid emails? Do you have any data hygiene or list hygiene processes in place to exclude all marketing-suspended contacts? I would check a few examples of the people to whom the emails were not sent and see if you can determine from the activity log why they weren't sent. I usually find that emails aren't sent due to communication limits, as you suspected.

Natasha_Strawhi

Level 1

Is there anything else that could be going on with the Marketo platform? We're having a similar issue, now over several days, where every email we send isn't getting above 90% delivered, and these are internal emails to lists we've checked for quality. We typically see 99%-100% delivery on these campaigns. And now, all of a sudden, numerous employees are being missed on numerous emails. What else could be causing this??

Jo_Pitts1

Community Advisor

@natasha_strawhi

Emails not being sent and having your deliverability drop by 10% are very different beasts.

Can you clarify which problem you're having?

Cheers

Jo

Jo_Pitts1

Community Advisor

If they've qualified for the smart campaign, but simply aren't getting sent the email and you've confirmed it's not because they are blocked/unsubscribed/marketing suspended/email invalid - are you sure their email address isn't duplicated within the campaign?

Find someone who was in your smart campaign but didn't receive the email. See if their email address appears more than once in the campaign, and if ANY of the instances of that email address did receive the email. If so, then Marketo is working as per normal and deduping sends based on email address.

K

KainelsonAuthor

Level 2

So I didn't think they were duplicates, but now when I try to pull a list of who QUALIFIED for the campaign against who was not sent to see if there are some matches, I can't pull it. I can see how many did qualify in my run history, but it won't let me export the email addresses. Know of a solution to this?