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not receiving event emails

  • 1.  not receiving event emails

    Posted 10-29-2020 08:24
    I received several complaints this week that event reminder emails with WebEx information were not being received.  I ran the email details report and they show delivered but not opened.  I assume they are being filtered into the member's spam folder. 

    Has anyone else experienced problems with customers/members, etc. not receiving your emails?  I contacted Cvent but other than directing me to the white list information there is really nothing they can do since the emails are being shown as delivered. 

    #Flex-Creating/ManagingEvents

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    Kim Abbott
    North Carolina Electric Membership Corporation
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  • 2.  RE: not receiving event emails

    Posted 10-29-2020 13:32
    You are not alone. Some companies will block emails altogether. You may want to suggest attendees using an additional email address like gmail. I also include in my online confirmation to for attendees to check their spam folder and if they do not receive an email confirmation, they are not registered.

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    Steven Schlossman
    Jack of all trades. Master of none.
    BMW Car Club of America
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  • 3.  RE: not receiving event emails

    Posted 10-30-2020 09:24

    Hi Kim,

    We are experiencing that as well. Our audiences are bigger than ever, and every single participant needs to receive the email with login details.

    You could try sending a plain text email from CVENT. In the email designer, if you click the gear icon next to an email - you can set it to plain text only. You'll have to keep it simple as you can't style anything or hyperlink, but you can add data tags and URLs. It's not an easy thing to test either though, as reporting is saying they were delivered either way, just not opened.

    Also, if you haven't already you can ask customer support about DKIM which is an email authentication method, which could help here. CVENT reached out to us in April 2020 to get that upgraded and installed properly.

    In my opinion it's not really realistic to ask registrants to whitelist an email address. It's hard enough to get them to register!

    Let me know if you come across anything else that ends up being helpful.

    Best,
    Evan



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    Evan Ring
    Senior Operations Manager
    Dow Jones & Co., Inc
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  • 4.  RE: not receiving event emails

    Posted 29 days ago
    We have experienced the same issue with the emails. They show as being delivered but registrants call or email me that they did not receive it. Very frustrating. I do think many times it is in their spam folder though.

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    Jayne Ferro
    Support Staff Specialist
    NYSUT
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  • 5.  RE: not receiving event emails

    Posted 29 days ago
    Thank you all for your helpful suggestions!  To start, I'm planning to use Steven's suggestion and make a note on the confirmation page to remind people they should receive a confirmation email after they register (and if not, they need to check their spam folder).  

    I'll let you know if I come up with any other solutions to this problem!

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    Kim Abbott
    North Carolina Electric Membership Corporation
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  • 6.  RE: not receiving event emails

    Posted 28 days ago
    Hi Kim,
    We recently experienced the same issue and are taking the DKIM steps that Evan mentioned below.  Our IT team said that many companies are not accepting emails from Cvent when they are designed to look like they are coming from your company.  Their firewalls see that the emails may say from "ABC" but are really coming from "Cvent" and they block them.  We are going through this DKIM (also have been mentioning a DMARC issue) process to validate and verify our domain name.  Hope that help!            ​

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    Jenny Girvin
    Event Planner
    Vanguard Group - PA
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  • 7.  RE: not receiving event emails

    Posted 28 days ago
    Jenny - that helps and makes total sense!   Thanks for the feedback!

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    Kim Abbott
    North Carolina Electric Membership Corporation
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  • 8.  RE: not receiving event emails

    Posted 27 days ago
    I've just found out that our company keeps your quarantined emails so you can access them and release them.  In my quarantined mail, I just found emails from Conference Direct, hotels and DMC's that I hadn't see before and were not in my junk folder.  So it can be suggested they check into quarantined emails with their company too.

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    Denise Morrison
    Group Travel Counselor
    SAS Institute Inc.
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  • 9.  RE: not receiving event emails

    Posted 27 days ago
    This happened to us as well for our recent employee only conference. Once our IT team fixed it, the emails still went to spam or the outlook "other" folder.  In the end, for the important emails, I exported all the registrant's email addresses and pasted them into Outlook and sent from my own email address just to make sure they were received.

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    M Bluyus
    Junior Operations Coordinator
    Edelman Financial Engines
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