Troubleshooting: Why isn’t a subscriber receiving my email?

Article author
Miguel Panayotty
  • Updated

This support article will walk you through how to answer the question, Why isn't this subscriber receiving emails? The first place to start with these types of questions is by looking at the WordFly subscriber profile.

The profile landing page will tell you right away whether the subscriber is receiving emails or has a flagged event suppressing emails. You will also be able to check subscriber activity and list inclusions from the subscriber profile.


Look up the subscriber’s profile


1. Go to Subscribers > Subscriber Search


2. Search for the subscriber address


3. This will bring up the subscriber's email address (if it can be found), hover over the right side of the record and click Select to look at their record.




Review the subscriber’s status


Follow these steps to investigate the subscriber’s status:

  • Check the sending status on the profile landing page
  • Check the subscriber’s activity page
  • Check the subscriber’s lists page


Check the sending status on the profile landing page

On the subscriber profile landing page you will see right away if a subscriber is receiving emails by the icon sitting to the left of the subscriber's address.




This subscriber is receiving emails.
This subscriber probably is not receiving emails because they are being filtered out when imported. The subscriber remains filtered out unless you specifically say to override the issue on a list-by-list basis or at the subscriber level.
This subscriber is not receiving emails. The subscriber is suppressed from the list when any campaign is sent.


In most cases you can click on the subscriber's address and change the status manually. Please note:

  • Opt-outs should only cleared if the subscriber has expressly consented to the override.
  • Abuse Complaints can only be cleared through a process that involves subscriber consent and WordFly support. Learn more.


Learn more about this status in our article, Subscriber Sending Status.



Check the subscriber’s Activity tab

Click on the activity page icon from the subscriber's profile. You can use the Event filter to review event activity.


Events that prevent sending to the subscriber's address include: opt-outs, hard bounces, and abuse complaints. If any of these appear then this explains why the subscriber is not receiving emails. Refer back to the previous section to adjust the subscriber's sending status if the subscriber would like to receive emails again.

Events that cause temporary issues with receiving emails are flagged as soft bounces. Soft bounces are always temporary issues and will be retried a few times in a short period of time. Repeated soft bounces could point to an invalid or dead address that may never open an email. Any spam block soft bounces should be investigated further. Email content or poor subscriber engagement may cause a spam block bounce.


Check the subscriber’s Lists tab

Visit the subscriber’s list page if you’ve checked the subscriber profile and the sending status is alright. Click on the lists page icon from the subscriber’s profile. This page will tell you if the subscriber is included in the lists being used by your email campaigns.

On the lists page of the subscriber profile you can use the Status filter to review the lists the subscriber is in or not in. From the Status filter select Subscribed to find all lists the subscriber is in. Or select Not Subscribed to find all lists the subscriber is not in. *Tip: Use the Date filter as well to fine tune the results.

Take a moment to look over the list and activity. Here are some questions to ask:

Is the subscriber on a recent list import and doesn’t have a response?

It could be that the subscriber wasn’t in a new list. Check your lists to make sure this subscriber is opted in to the ones they expect to be.


Did the subscriber have a flagged event such as an opt-out response?

Any list imports after the opt-out is recorded will suppress the subscriber and they will not be included in the list.


Does the subscriber have any temporary issues, such as a spam block soft bounce?

While soft bounces are temporary issues, some bounces like a spam block should be investigated further to locate issues in the email design, content, or subscriber engagement.