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Email Delivery Problems

Email delivery problems could have many reasons. Please find below a collection of the most common ones.

I send an Email but it didn’t arrive, what can I do?

If one of your clients say that the invitations did not arrive, please follow these steps:

Step 1: Send an Email to yourself
So first of we try to send out an email to ourself, best one to your company email address and one to your private email address. Follow these steps:
  1. Create a sample with a member containing your company email address
  2. Create a sample with a member containing your private email address
  3. Create a sampling project with an Email distributor and use the sample created in step 1
  4. Check both inboxes to see if the invitations arrived.


Possible outcomes:
  1. The email did arrive in both inboxes normally: try to send an invitation email to the address that told you, that he didn’t receive it. Create another sample for that. Proceed with step 3.
  2. The email did arrive on your private email, but didn’t arrive at your company email address (also not in SPAM folder): First check if the email is written correctly, if spelled correctly proceed with Step 3.
  3. The email did arrive in both inboxes, but were received in SPAM folder: proceed with step 2
  4. The invitation was not received in both inboxes, also not in SPAM folder: First check if the email is written correctly, if spelled correctly proceed with Step 3.
Step 2: Check your Spam folder
If the invitation was received in SPAM folder, then some changes need to be done to the email invitations content. Analyzing why Emails are delivered into the spam folder is never easy. But there are tools which supports with this task.

Most likely the content of the Email is responsible for being classified as Spam. Please follow this procedure to find the root cause:

  1. Use the neutral layout to send out another invitation with a very simple text and no images.
  2. Use the sample created in the Step 1.
  3. Check inboxes again. Is the mail still received as spam? Go to the next step.
  4. Analyze the Email content (see below)
Analyze the Email content
  1. Navigate to https://www.mail-tester.com/ and copy the cryptic Email address shown there
  2. Create a sample with a member containing this Email address
  3. Create a sampling project with an Email distributor and use the sample created in step 1
  4. Wait for 5 Minutes
  5. Switch back to mail-tester.com and press the “check result” button.
The most common mistake are missing alt-attributes for images. This means that the image gives no information about what it contains.

This needs to be fixed in the message template or layout depending how the setup is.

After all has been fixed repeat the above steps with the new cryptic email mail-tester shows. The email addresses from mail-tester.com can only be used once per test and cannot be used a second time.
If everything is fixed it should look like this:

Step 3: Check Bounce Statistics
If your Email is not arriving at all please execute the following steps:

  1. Wait for at least 30 minutes after the invitation mails got sent.
  2. Check and download the Bounce statistic


If the Email address is contained in the bounce statistic with a hard bounce there are three different possibilities:
  1. The reason for the bounce is “omitted because of a previous bounce” with no further explanation. In this case create a ticket within the Survalyzer application to get support from Survalyzer.
  2. The reason for the bounce is “omitted because of a previous bounce” but with further explanations like “rejected by policy. This only means that you tried more than once and the initial reason is repeated.
  3. The reason for the bounce is something else.


For 2. and 3. the receiving Email Server Administrator decided to reject emails from Survalyzer for whatever reasons. In this case Survalyzer can’t do anything against it and the Email Administrator needs to change settings on the Email Server. See step 4. After Step 4, proceed with Step 5.
Step 4: Ask IT to whitelist mailserver
If the mails did not arrive at your email and also did not create any bounces after 30 minutes you might need to whitelist the Survalyzer mail server. Depending on which datacenter you are hosted you should send the following list to your Email Administrator.

Swiss data center: My Survalyzer URL ends with survalyzer-swiss.app

Please whitelist the following IPs and FQDN:

mailer1.survalyzer.swiss (Primary Mailserver)
194.9.85.158
2001:7b8:634:a161::158

mailer2.survalyzer.swiss (Secondary Mailserver)
194.9.85.135
2001:7b8:634:a161::135

mailer.survalyzer.swiss (Fallback Mailserver)
51.103.132.227

EU data center: My Survalyzer URL ends with survalyzer-eu.app

Please whitelist the following IPs and FQDN:

mailer1.survalyzer.eu (Primary Mailserver)
78.31.119.12
2001:7b8:634:4400::12

mailer2.survalyzer.eu (Secondary Mailserver)
78.31.119.16
2001:7b8:634:4400::16

mailer.survalyzer.eu (Fallback Mailserver)
51.137.121.41

After this is done you can proceed with Step 5.
Step 5: Validate Email Address to remove address from blacklist
A hard bounce is a request to never deliver this Email address again. Since this is something serious which damages our Email Server reputation, all hard bounced Email addresses are added to our blacklist. Therefore, trying to validate your email address only makes sense when the underlying root cause has been fixed. Otherwise the address is added on the next sending attempt.

When the whitelisting of our servers has been done or whatever other root cause is fixed, you need to send an Email (the content is irrelevant) from your Email address to validate@survalyzer.swiss or validate@survalyzer.eu depending on your data center to remove your Email from our blacklist.

The same procedure described for hard bounces is valid for spam complaints. Please read here for more information about spam complaints.

If you experience after all these steps still Email delivery issues, create a ticket within the Survalyzer application to get support.
Updated on August 3, 2022

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