Troubleshoot Email Deliverability and Link Issues

Paul Tucker
Paul Tucker
  • Updated

Most email service providers include some form of junk, spam, or bulk-mail filtering built into the email account. These filters are typically helpful in preventing unwanted emails from reaching your email inbox or from allowing links to be opened if deemed suspicious. Occasionally, these filters can be a bit overzealous.

The email filters "see" our incoming email notifications and links and assume the messages are unsolicited emails. As a result, it often prevents emails from arriving in your email inbox or prevents links from opening.

How can I stop emails from going to spam and allow email links to open?

Option 1: Ask your IT department to allowlist or always allow our incoming emails

In nearly every case, your IT department needs to make a small change to your company's email and spam filtering settings. Without performing these changes, the emails will often be marked as unsolicited bulk or spam emails.

  • Allowlist our static IP addresses and employ an "allow all" rule
    • 198.244.48.215
    • 23.253.182.53 🔸 This IP address will be retired in 1H 2023 but is currently active.
    • 143.55.227.132
    • 143.55.227.14
    • 143.55.227.142
    • 143.55.227.139
    • 161.38.195.189

Option 2. Mark the incoming emails as "not junk" or "not spam"

Suppose the emails still aren't arriving in your email inbox after your IT made the changes recommended above. In that case, your email account may have previously marked the emails as bulk messaging or spam.

When your account is marking things as junk, you'll need to reverse those changes. Below we've provided the most common email providers, but the steps are typically quite similar for other providers as well.

Emails we use:

Use this list to search for emails that must stop being marked as spam.

  • alerts@mg.everyonesocial.com
  • support@everyonesocial.com 
  • product@everyonesocial.com 
  • cs@everyonesocial.com
  • hello@news.everyonesocial.com
  • hello@info.everyonesocial.com
  • everyone@everyonesocial.com

Gmail/G Suite:

  1. Open Gmail from your web browser and sign in to your email account.
  2. In the folder list on the left, click More at the bottom to show all your folders.
  3. In the folder list, click the Spam folder and look for any messages from EveryoneSocial.
  4. Right-click any messages from EveryoneSocial and select "Not Spam."

Hotmail/MSN/Outlook.com

The steps below are specific to Outlook.com, but the process is nearly identical for Hotmail and MSN.

  1. Open your email from your web browser and sign in to your email account.
  2. In the folder list on the left, click Folders to show all of your folders.
  3. In the folder list, click the Junk Email folder and look for any messages from EveryoneSocial.
  4. Right-click any messages from EveryoneSocial and select "Mark as not junk."
  5. Likewise, ensure that the "Focus" option isn't rerouting emails to a different folder. More info here.

Microsoft Office 365 (O365)

  1. Depending on the version of Office 365 you're using, these steps can vary slightly. This article from Microsoft walks through the steps.
  2. Likewise, ensure that the "Focus" option isn't rerouting emails to a different folder. More info here.

Option 3: Check your email applications

Some email providers mark messages or parts of their content as spam or junk.

Options one or two shown usually sorts things out—if you've read this far, that's likely not the case. While option two may seem like it would fix it, that's not always the case. This spam filtering functionality is built into the email provider—not the account. Therefore, we recommend checking these settings on your devices as well.

Microsoft Outlook (computer software)

  • Microsoft is known for marking messages as unsafe and for providing placeholders instead of actual email images. Microsoft details how you can fix emails and email content from appearing spammy. Find their reliable instructions here - the whole article is helpful, but the relevant info is in the gray box, towards the top. The steps work similarly from their mobile app, too.

Apple Mail (computer software)

  • Apple has provided reliable instructions you can find here - follow the second section regarding emails incorrectly marked as junk. The steps work similarly from their mobile app, too.

FAQ

My Content Email stats are showing inflated numbers? What's happening?

If your company has DMARC activated, then your IT team has likely set up link inspection to ensure you do not receive any phishy emails or malicious content. Stopping link inspection can help link click count accuracy because, when a link is inspected, it can register as a click even if the user does not actually click on the link. This can lead to inflated click counts and skew the data. By disabling link inspection, the click counts will only reflect actual clicks by users, providing more accurate data.

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