Emails are not being received: what should you do?

When sending email campaigns, it can be frustrating to discover that messages are not reaching recipients’ inboxes. This situation is common in email marketing and usually results from deliverability, configuration, or reputation issues.

On Hivoox, SMTP servers are offered by independent sellers through the marketplace. Hivoox does not operate SMTP infrastructure directly, but it provides access to professional emailing solutions. Proper usage and best practices are essential to ensure successful delivery.

1. Check the quality of your contact list

Your contact list is the foundation of email deliverability.

• Verify that all email addresses are correctly formatted
• Remove addresses with typographical errors (for example, @gmial.com)
• Eliminate inactive or obsolete contacts

Invalid addresses generate bounces, which harm sender reputation and reduce overall delivery rates.

2. Review your campaign setup

Email providers closely analyze campaign content.

Make sure your campaign follows best practices:

• Use a clear and honest subject line
• Avoid misleading or exaggerated claims
• Personalize content whenever possible
• Avoid excessive use of spam-trigger words
• Include a visible and functional unsubscribe link

Well-structured and relevant campaigns are less likely to be filtered.

3. Check spam folders

In many cases, emails are delivered but redirected to the spam folder.

This may occur if:

• The same message is sent in bulk to many recipients
• Recipients do not engage with your emails
• Some users mark your messages as spam

To reduce spam filtering:

• Use opt-in contact lists only
• Gradually increase sending volume on new SMTP servers
• Encourage recipients to add your sender address to their contacts

4. Check IP and domain reputation

Email providers may block or restrict delivery if they detect suspicious activity.

This can affect:

• The IP address of the SMTP server
• The sending domain

If you suspect blocking:

• Pause email sending
• Contact the seller providing the SMTP service
• Request a reputation or blacklist check

Continuing to send without resolving the issue may worsen deliverability.

5. Request technical assistance

If emails are still not delivered after basic checks, technical analysis is required.

You can contact support through your Hivoox account to request:

• SMTP server configuration verification
• Authentication checks (SPF, DKIM, DMARC, when applicable)
• Review of sending logs and error messages

This step helps identify and correct deeper delivery issues.

Important reminder

Email providers such as Gmail, Outlook, and Yahoo apply strict filtering rules.

Mass sending of identical messages, poor list hygiene, or low engagement can easily result in spam filtering or blocking.

Using SMTP servers responsibly and following best practices is essential for long-term email deliverability.

The role of Hivoox

Hivoox operates as a professional marketplace. It does not send emails or manage SMTP servers directly.

The platform provides access to SMTP services offered by independent sellers and helps users understand how to use them correctly.

Conclusion

If your emails are not being received, the issue is usually caused by a combination of list quality, campaign structure, sending behavior, and server reputation.

By applying best practices and working closely with your SMTP service provider, you can significantly improve email delivery and campaign performance.