Emails are not being sent

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Posted on by Jekaterina Vanaga

Hi!

We have the problem with sending email in Journey.

The segment about 100 contact, but emails were sent only to 18 contacts.

We use compliance profile with specific Topic. Email is Commercial and Non-Restrictive model is used:

This compliance profile is added to all Emails in the journey.

To my understanding the email must be sent to all contacts that:

- Allow Emails - Allow

- Allow Bulk Emails - Allow

- Specific Topic - is not Opt-out

I've gone all through my contacts and situation is the same to all contact - contacts allow sending emails, bulk emails and hos no opt-out for specific purpose.

Any other thing to check to find out why emails are not being sent?

Thank you in advance,

Jekaterina

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Leah Ju Microsoft Employee on at

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Hi Partner，

Not unsent emails, according to the screenshot, only 18 contacts started this journey, the rest of the members did not enter this journey.

Which frequency you select when you create the journey.

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Jekaterina Vanaga 20 on at

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Leah Ju we used this one - all those members were in the segment at the moment we made Journey

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mkirkpatrick 113 on at

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What does the Inflow total show at the top of the journey? Does it also only show 18 or a number closer to the segment size?

The consent settings shouldn't impact people entering the journey - they will show as Blocked (No consent) in the Email tile statistics.

The same would apply to Frequency capping - they should still enter the journey, but be Blocked at the email tile.

Do you have anything in the "Exclude by segments" in the journey entry settings?

Do you have any alternate exits? I know they should at least still enter the journey.

Any chance any of the contacts have a status of Inactive? Or don't have an email address?

Just a few thoughts to further diagnose.

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Jekaterina Vanaga 20 on at

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@mkirkpatrick thank you for additional questions:

What does the Inflow total show at the top of the journey? Does it also only show 18 or a number closer to the segment size? - The total inflow is the same for 5 days already, nothing has changed

Do you have anything in the "Exclude by segments" in the journey entry settings? No, we do not use Exclude by segments

Do you have any alternate exits? I know they should at least still enter the journey. No alternate exits

Any chance any of the contacts have a status of Inactive? Or don't have an email address? All contact are active and has e-mail address.

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