DataBack Systems LLC

Customer
Support

Problem: Mail Not Being Received, Missing

In recent months, DataBack has been receiving more and more requests regarding undelivered mail. In virtually every case, the cause has been traced to a faulty filter, either in the recipient's own email program or their mail server.

DataBack will help customers resolve non-delivery complaints. To do so, we need specific information: the date the "missing" mailing was sent, the address of the (non) recipient, plus any other information you can provide (Did you receive the mailing? Did others? What if any error messages were seen?).

In the meantime, please review the suggestions below.

Are Others Receiving your Mailings?

If so, it's almost certain that the problem is limited to the recipient's own filters.

Are Others in the Same Domain Receiving the Mailings?

If no users in an entire domain are receiving your mail, then the cause may be a block or server-based filter on that domain's mail server (which affects all users there). If only a single recipient is complaining but others at the same domain receive the mailings, then the problem is most likely with that recipient's email setup.

Ask the Recipient to Whitelist Your Address

Some user-specific filters will NOT block an email if the sender is in the recipient's address book. Ask the recipient to add your From: address (which appears on your mailings) to their address book.

Background

Spam is a scourge on the internet

To combat spam, users and ISPs are filtering more

ALL filters suffer from some false-positives (legitimate mail is filtered)