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We've been seeing a marked increase in attendees reaching out to us in the last month or two because they're not getting their confirmation emails. We've checked all the reports with Cvent Support and the emails appear to be going out, many attendees just aren't getting them. Is this happening to anyone else? Are there any tips or tricks with the email settings that we could tweak to try to help with this?

I'm assuming it's company firewalls blocking the emails, I'm just hoping there's something we can do with the email settings to help push more confirmation emails through. 

#Registration
#Creating/ManagingEvents

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Miranda Allen
Sr. Marketing Events Manager
MasterControlUnited States
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As Carl mentioned, asking to have Cvent IP addresses whitelisted will help - here's an article that helps with that process and info on allowlisting:

https://support.cvent.com/s/communityarticle/What-is-whitelisting?is_article=true&lang=en_US&searchFor=allowlist&page=1

Also, with the increase of phishing attempts, many companies have increased their email validation processes. One in particular,  Domain-based Message Authentication, Reporting and Conformance (DMARC) protocol verifies if the "from" email address matches the domain where the email is sent from.  If they don't match, it may prevent emails from entering through the firewalls.

Here's a Knowledge Base article that explains it further and it might be worth checking into if you are finding that there are big issues with communications making it to the intended audiences:  

https://support.cvent.com/s/communityarticle/INTERNAL-What-is-DMARC?is_article=true&lang=en_US&searchFor=dmarc&page=1

Hope this helps!

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Rebecca Yousif
Senior Administrator, Event Technology
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Original Message:
Sent: 02-08-2023 17:28
From: Carl Sandstrom
Subject: Increase in attendees not receiving confirmation emails

We have had to ask some of our receiving organizations to whitelist the Cvent IP addresses.  That has cured over 90% of our non-delivery issues.

 

Carl

Thanks Rebecca! Regarding the second article on DMARC, is this something we would reach out to our IT team to set up as the hosting organization or is that something the end users (receiving our event emails) would be doing with their IT teams?

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Miranda Allen
Sr. Marketing Events Manager
MasterControlUnited States
------------------------------

Original Message:
Sent: 02-08-2023 18:20
From: Rebecca Yousif
Subject: Increase in attendees not receiving confirmation emails

As Carl mentioned, asking to have Cvent IP addresses whitelisted will help - here's an article that helps with that process and info on allowlisting:

https://support.cvent.com/s/communityarticle/What-is-whitelisting?is_article=true&lang=en_US&searchFor=allowlist&page=1

Also, with the increase of phishing attempts, many companies have increased their email validation processes. One in particular,  Domain-based Message Authentication, Reporting and Conformance (DMARC) protocol verifies if the "from" email address matches the domain where the email is sent from.  If they don't match, it may prevent emails from entering through the firewalls.

Here's a Knowledge Base article that explains it further and it might be worth checking into if you are finding that there are big issues with communications making it to the intended audiences:  

https://support.cvent.com/s/communityarticle/INTERNAL-What-is-DMARC?is_article=true&lang=en_US&searchFor=dmarc&page=1

Hope this helps!

------------------------------
Rebecca Yousif
Senior Administrator, Event Technology
------------------------------


Original Message:
Sent: 02-08-2023 17:28
From: Carl Sandstrom
Subject: Increase in attendees not receiving confirmation emails

We have had to ask some of our receiving organizations to whitelist the Cvent IP addresses.  That has cured over 90% of our non-delivery issues.

 

Carl