Mails are not sent although all email-fields are set to "allow"

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Posted on by Diana Schindler

We have the problem on a development environment that Customer Journeys do fail, although all settings on the contact are correct. The Customer Journey shows that everything has been sent out, but when you go to the individual contacts, they are shown as blocked with the note "Contact has set "donotemail" is set as "not allow". However, this is not true. See screenshots. Emails in general are allowed as well as promotional emails. Both values donotemail and donotbulkemail are set to "allow". None of the contacts are on a suspression lists. Test emails do work. What else could be the problem?

Thanks in advance!

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Sayen Zhang on at

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Hi Diana,

Hope you are well.

Is there no error in the Insights tab of the customer journey?

You can use web API (https://org.+ version +. dynamics.com/api/data/v9.2/contacts + (guid)) to check values in donotemail and donotbulkemail of the contact that didn't receive email.

For example:

When donotemail and donotbulkemail set to false, contacts will be able to receive emails/Marketing emails.

Best Regards,

Sayen Zhang

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Diana Schindler 60 on at

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Dear Sayen,

thanks for your reply. Actually the API-note was very helpful.

It looks like there is a discrepancy in translation. In the frontend the contact has the correct values. But when I look at the API call, it shows that they are switched in the background. Looks like this explains our problem.

Thank you!

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Sayen Zhang on at

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Hi Diana,

I am very happy to hear that the reply helps you!

You could click Yes to mark this reply as useful if the answer helped you.

Best Regards,

Sayen Zhang

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