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Managing undeliverable emails

From the email log, you can track the status of email messages – whether they were delivered or not – for both manual email blasts and automatic emails such as renewal reminders and event announcements. Within a contact's Email settings and log, you can view the status of each email sent to the contact. Where email delivery has failed, you can view the reason for the failure.

Viewing delivery summaries

Within the email log, the status of each email appears under the Delivery column.

If there are multiple recipients, the percentage of delivered emails appears in green, and the percentage of failed messages appears in red. The number of delivered and failed messages appears below the percentage in each case. If there is only one recipient, a status of Delivered or Failed appears.

If you click an email within the list, you can view more information about the email message, including a complete list of the delivered and failed email addresses. A summary of the message status also appears.

Viewing delivered and failed email addresses

To view the list of email addresses to which the message was successfully delivered, click the Delivered tab within the email details view. If you had email tracking enabled, you can see whether each recipient opened the email and which links were clicked.

To view a list of email addresses to which delivery has failed, click the Failures tab.

To send all the failed email messages again, click the Resend to selected failures button. For failed invoice emails, do not resend from the email log, but instead open the invoice from the Finances tab and click the Email button.

For each email failure, the list displays the intended recipient (i.e. the contact), the email address, and the response received from the email server (i.e. the reason for the failure). See Troubleshooting email delivery failures (below) for explanations of some of the more common failure messages.

If the contact has experienced multiple email failures, you can click the multiple failures link to display a complete list of email failures for that contact.

Viewing a contact's email history

To view a contact's complete email history – including both delivered and failed emails – click the Email settings and log tab within the contact record.

To filter the email list to display only certain kinds of messages – automatic, manual, failed, etc. – click the Filter drop-down and select an option. To perform a keyword search, enter a search string in the Search field.

Searching for delivery problems

To search for contacts with email delivery problems, go to the Contacts tab. Within the Simple search tab, click the Filter drop-down and select with email delivery problems. A list of contacts with at least one failed email delivery will appear.

To archive all the contacts with email problems, you can export this list to a spreadsheet, change the values in the Archived column to yes, then reimport the spreadsheet. For more information, see Bulk changes using import and export.

Automatically disabling emails for contacts with persistent delivery problems

Contacts who experience persistent email delivery problems will eventually have email delivery automatically disabled by Wild Apricot. Where email delivery has been disabled, a warning message will appear on the contact record.

The options that appear within the message allow you to archive the contact, re-enable email delivery using the existing email address, or enter a new email address for the contact.

Troubleshooting email delivery failures

The process of sending an email from your account to your contact's inbox involves many steps. Below is a very simplified version of how an email starts from your account and reaches – or doesn't reach – your recipient.

If something goes wrong, Wild apricot may receive a response message from the recipient's mail server that provides an error code and a partial explanation of the problem. The responses received for each message will appear in the list on the Failures tab.

See below for a list of common error codes and possible resolutions.

Response code

Description

Suggested resolution

421

Service not available, closing transmission channel

Retry or notify recipient

450

Requested action not taken; mailbox unavailable or busy

Retry or notify recipient

451

Requested action aborted, local error in processing

Retry or notify recipient

452

Requested action not taken, insufficient system storage

Retry or notify recipient

500

Syntax error, command unrecognized. Also command line too long

Notify Wild Apricot support

501

Syntax error in parameters or arguments

Notify Wild Apricot support

502

Command not implemented

Notify Wild Apricot support

503

Bad sequence of commands

Notify Wild Apricot support

504

Command parameters not implemented

Notify Wild Apricot support

550

Action not taken. Mailbox unavailable. Not found, not accessible

Retry or notify recipient

551

User not local, please try <suggestion>

Retry or notify recipient

552

Exceeded storage allocation

Retry or notify recipient

553

Mailbox name not allowed. Mailbox syntax may be incorrect

Retry or notify recipient

554

Transaction failed

Retry or notify recipient

AOL emails

AOL email servers automatically reject all incoming 3rd party email domains that start with AIM or AOL (e.g. an email coming from "info@AimAssociation.com" or "admin@AolAssociation.wildapricot.org" is not allowed). This means if your primary Wild Apricot domain starts with AIM or AOL (as in AimAssociation.com), Wild Apricot will use @AimAssociation.com as the FROM email for all outgoing emails, and all emails to anyone on AOL will bounce as a result for using an "unauthorized IP".

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To send emails to contacts with AOL email addresses, make sure your FROM email and REPLY-TO email domain do NOT start with @AIM or @AOL. You can check the current FROM email and default REPLY-TO emails in Organization details.

As well, AOL has instituted limits on the number of  emails you can send to their servers per hour and per day. If you exceed the limit, AOL may fail to deliver your email.

 
Wild Apricot Inc. 144 Front Street West Suite 725, Toronto, Ontario, Canada M5J 2L7