Acoustic

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I stopped getting test email sent to my own address

  • 1.  I stopped getting test email sent to my own address

    Posted Thu October 17, 2019 08:48 AM

    Hi,

    I am trying to figure out how to get in contact with tech support team. All of the sudden, test email I am sending to  myself stopped coming (although I receive a confirmation as always). Tests I send to other people are received with no problems. My user profile does not show any blocks. Our IT department did not found any problems with my mailer configuration. The tests are just lost somewhere. Is there any phone number to reach a support? I send a message using form on the home page but did not receive a response. Any leads or direct reply from appropriate person will be highly appreciated. 



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    Irina Danilova
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  • 2.  RE: I stopped getting test email sent to my own address

    Posted Thu October 17, 2019 08:57 AM
    Hi Irina

    Did you check if you're on the 'Master Suppression List'?
    And this is the link to the Support Portal: https://portal.silverpop.com/Portal/www/login.php
    But you need to have an account there (you can create it when you open your user in acoustic).

    kr Fabienne

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    Fabienne Schnyder
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  • 3.  RE: I stopped getting test email sent to my own address

    Posted Thu October 17, 2019 09:31 AM
    Irina, as Fabienne recommended, check your master suppression list (that's org level suppressions) but also check to see if your DB has a suppression list configured for it - which can optionally track opt-outs.  You *can* have two suppression lists configured depending on how you guys set things up and you would need to check both.

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    Ty Burger
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  • 4.  RE: I stopped getting test email sent to my own address

    Posted Thu October 17, 2019 11:01 AM
    Edited by Alek Oleszkiewicz Fri October 18, 2019 02:53 AM
    I'm assuming that you're asking Acoustic Campaign (former Watson Campaign Automation)
    - You can contact support and open a ticket via https://portal.silverpop.com

    There is also an icon for reaching out to support directly in the user interface - in the help menu (then one with the globe icon at the top right).



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    Alek OLESZKIEWICZ
    [acoustic.co] Customer Enablement Manager
    IBM - in support of Acoustic, L.P.
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  • 5.  RE: I stopped getting test email sent to my own address

    Posted Thu October 17, 2019 11:05 AM

    Thanks a lot to everyone responded!

    It was indeed a blocked address on the Master Suppression list. 



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    Irina Danilova
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  • 6.  RE: I stopped getting test email sent to my own address

    Posted Thu October 17, 2019 11:06 AM
    Fabienne, this was exactly the cause!

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    Irina Danilova
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  • 7.  RE: I stopped getting test email sent to my own address

    Posted Thu October 17, 2019 11:10 AM
    oh good, glad I could help :)

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    Fabienne Schnyder
    E-Mail Marketing Specialist Engineering Web
    Hotelplan Management AG
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