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Indie Email: Troubleshooting Why a Reader Isn't Receiving Your Newsletter

Learn how to troubleshoot and fix newsletter delivery issues. This guide covers searching contacts, checking subscription status, and re-subscribing readers to active lists.

If a reader reports they aren't receiving your emails, it is often due to their subscription status or being assigned to the wrong mailing list. Follow these steps to diagnose and fix the issue.

Step 1: Locate the Contact Record

  1. Navigate to Indie Email and navigate to the Contacts tab.

  2. Confirm the exact email address the reader is using.

  3. Copy and paste the email address into the Search by email bar at the top of the contacts page.

  4. Click on the contact record to open their details and activity history.

Step 2: Check Subscription Status and Lists

Once inside the contact record, look for the following:

  • Activity History: Check if they have recently received or opened any emails.

  • Current Status: Verify if they are marked as "Active" or "Unsubscribed."

  • Mailing Lists: Check which specific lists they are assigned to.

Tip: If you cannot find the contact, try removing the "Active" status filter on the left-hand sidebar. This allows you to see if the reader has been moved to an "Unsubscribed" or "Inactive" status.

Step 3: Resolving the Issue

If you have the reader's permission to re-subscribe them, follow these steps:

  1. Copy the reader's email address.

  2. Click the plus (+) sign in the upper right-hand corner of the screen.

  3. Select Add Contact.

  4. Choose the correct Mailing List from the dropdown menu.

  5. Paste the email address and scroll to the bottom.

  6. Check the box to confirm you have permission to contact this person.

  7. Click Save.

Once saved, the contact status will update to "Subscribed" or "Active," and they will begin receiving future newsletters.

⚡ Quick Checklist: Newsletter Delivery Issues

1. Search & Filter

  • Search the email address in the Contacts tab.

  • Crucial: Clear the "Active" filter to see if they are hidden in the "Unsubscribed" or "Inactive" categories.

2. Diagnose the Gap

  • Check Activity: Have they opened anything recently?

  • Check Lists: Are they on the specific mailing list used for the newsletter, or just a secondary list (like "Transactional or Donor")?

  • Check Status: Are they marked as "Unsubscribed"?

3. The Fix (Permission Required)

  • Click the (+) Add Contact button.

  • Select the missing Mailing List.

  • Re-enter the email address.

  • Confirm permission to save and click Save.