Technical Details

Forum version : #phpBB3
Position : Founder
Concerned browser(s) : Other
Who the problem concerns : All members
When the problem appeared : 21 Feb until Present
Forum link : ( link is hidden, you must reply to see )

Description of problem

I have sent my Newsletter to All members
No delay selected
I recieved my copy to my email  right away
Member count: 32
I personally know many of my members.  No one has received my newsletter. I sent it on the 21st of February it is now the 27th.
I only have 1 newsletter left on my free package. I don't want to waste them.

Administrator action list shows that the mass email was sent

I need this to go through as it reminds my very busy members to check in.

What can I do?

Have you exactly asked your members?   I mean like a topic on your forum.

SLGray wrote:Have you exactly asked your members?   I mean like a topic on your forum.

No I texted them because the newsletter was to remind them to log in as well as updates. No one has been on for a while.  The nature of my forum is for referencing knowledge. I have alternative contact with several members but not everyone. 

Each one said they couldn't find the email.  Which explains why no one's logged in after the news letter.

Good morning!

Perhaps users have a setting in their profile not to receive these newsletters: Profile - Preferences - Allow newsletters - Must be Yes.

If the user is set to No, they will not receive emails.
This setting can only be changed by the user.

You can read more information here: Notify your members and guests of what you want, when you want it

Razor12345 wrote:Good morning!

Perhaps users have a setting in their profile not to receive these newsletters: Profile - Preferences - Allow newsletters - Must be Yes.

If the user is set to No, they will not receive emails.
This setting can only be changed by the user.

You can read more information here: Notify your members and guests of what you want, when you want it

Thank you Razor!  I just checked their user accounts.  One did have no selected for newsletters. But some had yes.  Looks like many have "no" selected.  

That stinks
  
Well is there a reason that a person with yes didn't get it?

Have him check other email folders, for example, in Gmail you should definitely check your Spam folder (other folders should also be checked).
Perhaps the user needs to mark your resource as safe in their settings.

Razor12345 wrote:Have him check other email folders, for example, in Gmail you should definitely check your Spam folder (other folders should also be checked).
Perhaps the user needs to mark your resource as safe in their settings.

I wish that's all it was. All that stuff is done. I troubleshot as best I could  before coming here.
 This user relies on email for business and has a special domain that has a trained spam folder. I went ahead and forwarded my copy of the newsletter and they got that email just fine. I am not using up my last newsletter until the busy season. I'm just trying to make sure it will work before then. 

If my forum becomes busy and growing, I'll consider upgrading my package so I'll have more newsletters. I've been on this platform for well over a decade. It just seems there is a hiccup with my newsletter. Something I never needed to use on the old forums from years ago.

You can send an email to all inactive members reminding them of the existence of your forum and offer to enable the function to receive emails from the administration.

AP - Users & Groups - Users handling

You wish to: Inform
Then select the user inactivity settings.

Generate the users list

You will see a list of inactive users, according to the inactivity criteria you set.
Below this list, you will see the "The email has been sent" field. Here, enter the text you think you want.

Inform

Your user will receive an email with the subject line: Inactive account on [SITE ADDRESS]

This information function is independent of other functions, so you will not be restricted in your ability to send other informative messages.

About the user with a special mail domain - can you specify that domain?

Razor12345 wrote:You can send an email to all inactive members reminding them of the existence of your forum and offer to enable the function to receive emails from the administration.

AP - Users & Groups - Users handling

You wish to: Inform
Then select the user inactivity settings.

Generate the users list

You will see a list of inactive users, according to the inactivity criteria you set.
Below this list, you will see the "The email has been sent" field. Here, enter the text you think you want.

Inform

Your user will receive an email with the subject line: Inactive account on [SITE ADDRESS]

This information function is independent of other functions, so you will not be restricted in your ability to send other informative messages.

About the user with a special mail domain - can you specify that domain?

I've done that and changed the message body.  The problem is the inactive account in the headline just turns people off. A newsletter is welcoming and conveying a lot of information.  Some people take the inactive user wrong and delete their accounts too.  Or they ignore it altogether. I'd like to be able to change the email headline to make it more personable like. "We haven't seen you in a while" or something similar.

I'd like to be able to change the email headline to make it more personable like. "We haven't seen you in a while" or something similar.

Unfortunately, it can't be done.
This option of sending a message does not change the subject of the message.
It's just a "loophole" of how to get out of a situation where you can't contact inactive users.

Other options for sending messages by mail require appropriate settings in the user profile. If they have indicated that they do not wish to receive messages by mail, we cannot change this ourselves.

This is a legal requirement.

If you have no further questions, please mark the topic as solved.

Razor12345 wrote:

I'd like to be able to change the email headline to make it more personable like. "We haven't seen you in a while" or something similar.

Unfortunately, it can't be done.
This option of sending a message does not change the subject of the message.
It's just a "loophole" of how to get out of a situation where you can't contact inactive users.

Other options for sending messages by mail require appropriate settings in the user profile. If they have indicated that they do not wish to receive messages by mail, we cannot change this ourselves.

This is a legal requirement.

If you have no further questions, please mark the topic as solved.

I was mainly addressing why the newsletter isn't going to users that selected to recieve them and if there was a way to troubleshoot it.

I understand the legal aspects. If I need to I'll email each member. 

Thank you for trying.

Good Steward wrote:
I was mainly addressing why the newsletter isn't going to users that selected to recieve them and if there was a way to troubleshoot it.

Can you provide the mail domain he/she/they is using?
For examle:

Code: someaddress@gail.com

Mail domain:

Code: gmail.com

Razor12345 wrote:

Good Steward wrote:
I was mainly addressing why the newsletter isn't going to users that selected to recieve them and if there was a way to troubleshoot it.

Can you provide the mail domain he/she/they is using?
For examle:

Code: someaddress@gail.com

Mail domain:

Code: gmail.com

Code:

Proton.me

Thank you for the information.
We will get back to you after the weekend.

Hello  @Good Steward  

Following the request from @Razor12345 our system administrator checked the information concerning your Newsletter sent on February the 21st. All the emails have been sent on our side, there is nothing left in the database. 

So, if certain members who agreed to receive the newsletter have not received it, it is either because it is in their Spam folder, or it was blocked by the email operator.

Concerning the Proton operator, all our emails go to this domain without problem. But your Newsletter was sent in text format and contained many links. Which makes it the number one candidate for blocking by the email operator. So our advice is to :

- check the Spam folder
- check your mailbox settings to see if they are not blocking certain types of emails
- if stil no result, contact the operator and ask if they have blocked this newsletter

Best regards

Thank you everyone.