EBS: Recipients Are Not Receiving Emails From Everbridge

Topic

This article explains how to troubleshoot the myriad ways that recipients may not receive emails sent from Everbridge. It does so in two sections: if emails were sent in the first place and if they were sent but not received.

Section 1: Were the Emails Sent?

Was the email delivery method used?

Please check if the notification itself used an email delivery method in Notifications > Active/History > Details Settings (e.g., see the screenshot to the right). If not, be sure to add email as a delivery method to future notifications.

Was an email sent to the contact?

Please check the notification report (Notifications > Active/History > Details) and click the "+" icon next to the recipient name and identify which Call Result applies. Please see the list of possible call results below.

Sent

This means that the email left the Everbridge server - not necessarily that it was received by the remote server. It may have encountered a transient error and have been deferred. When the attempt expires, the call result will change to Not Delivered - Bounced Email (see below).

Not Delivered - Bounced Email

This means that the email left the Everbridge server but encountered a problem before being received. This could be because of an invalid recipient address, an address reject, access to the address being denied by the remote server, the domain's reputation being too low, or Everbridge's attempt expiring. Please check if the email address is valid and spelled correctly. Otherwise, please contact your network configuration team to investigate the issue. 

Not Attempted - Unsubscribed

This means that the contact has unsubscribed themselves from email notifications. See Knowledge Base Article 000033704 - Everbridge Email Unsubscribe & Resume for more information.

Not Attempted - Inactive Path

This means that the notification was broadcast during a contact's self-set quiet time. See Knowledge Base Article 000012359 - Overriding Delivery Method Quiet Times for more information.

Not Delivered - Duplicate Path

This means that de-duplication is enabled and that multiple contacts have the same email address.

Not Delivered - Notification Expired

This means that the broadcast duration of the notification ended before that delivery attempt was made. See Knowledge Base Article 000003311 - How to Troubleshoot Missed Delivery Methods for more information.

Not Delivered - Exceed Max Contact Limit

This means that the notification had a ConferenceBridge with a maximum contact count.

Not Delivered - Contact Path Not Defined

This means that the contact lacked an email address in the first place. This could be for several reasons:

  • They never had one. You can add one manually or via contact upload.
  • If it is not possible to add an email to a contact, please check if the email delivery method is enabled in the organization settings. (e.g., see the screenshot to the right). If not, be sure to add the email delivery method and then add emails to contacts properly. See Knowledge Base Article 000046064 - How to Create and Use Delivery Methods for more information.
  • Someone removed it. An account admin can generate a Contact Management log report to see if this is the case.
  • A contact upload is not loading emails. See the next section.

Are contact uploads not loading contact email addresses?

Please check to see if the latest contact upload to your account or organization contained email addresses and, if so, in what column the email addresses were. Then, please check to what code the email delivery method is mapped.

For example, in the screenshot to the right, "Business Email" is mapped to "Email Address 2." If emails are listed in the upload file column "Email Address 1," contact emails will not be loaded.

Section 2: Were the Emails Sent but Not Received?

Are emails going into spam or junk folders?

Please ask recipients to check if emails from EBS are going into their spam or junk folders instead of their inbox. If an email is in a spam or junk folder, copy the email header in its entirety and then paste it into the free MX Toolbox Email Header Analyzer tool. This will reveal why the email was sent to spam.

Please see the GIF at the bottom of this article for an explanation of how to locate an email's email header.

Do the recipients use Hotmail, Yahoo!, Microsoft Office 365, or MSN?

These email providers sometimes block emails from EBS due to firewalls or filtering. See Knowledge Base Article 000048527 - Contacts With Free Email Providers Such as Hotmail, Yahoo, MS Office 365 and MSN Are Not Receiving Emails Sent From Everbridge Suite for more information.

Do the recipients have Everbridge domains permit listed?

Sometimes, an email provider will block emails from EBS due to security policies, filtering, and/or server settings. See Knowledge Base Article 000004326 - Everbridge Permit Listing Best Practices for more information.

Does the account or organization have a Custom From Email Address?

Sometimes, organizations do not have EBS authorized to send emails on their behalf in their sender policy framework (SPF) record. See Knowledge Base Article 000051290 - Emails not Being Received Because of Custom From Email Address in Everbridge Suite for more information. You can also check whether a domain's SPF record has Everbridge authorized to send emails on its behalf by typing "spf:<domain name>" in the free MX Toolbox Supertool (e.g., "spf:mycompany.com").

Does the "From" email address end in "@everbridge.net"?

See Knowledge Base Article 000051303 - Troubleshooting: "@everbridge.net" in "From" Field in Email.

How to Check an Email Header

The GIF below visually demonstrates how to check an email header in Outlook. This varies by email provider.

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