Back to the helpdesk

Possible causes

1. Email is in the spam folder

  • Check the 'Spam' or 'Junk' folder in your mailbox.
  • With new domains or senders, a first test email often ends up in the spam folder.

2. Email is in a different folder

  • Gmail places many marketing test emails in the Promotions tab.
  • Outlook sometimes has the Other folder.
  • Also check whether you have set up a rule yourself that moves the email.

3. Domain not verified or DNS records incorrect

  • Without a verified domain you cannot send a test email; Xendy will then show the message 'Verify your domain to send emails'.
  • If the DNS records (3× CNAME for DKIM, SPF, DMARC and MX) were changed or deleted afterwards, the receiving server may still reject the email.
  • In Xendy, go via the left menu to Settings → Email settings → Domain to check whether your domain is verified.

4. Email is delayed

  • Sometimes the receiving server temporarily holds emails for additional checks.
  • This happens especially with new domains. Wait a few minutes and check again.

Independent testing with Mail-tester

With mail-tester.com you can independently confirm that Xendy has sent the email. You also get insight into possible causes if the email doesn't arrive.

  1. Go to mail-tester.com and copy the email address you see there.
  2. In Xendy, go to Drafts via the left menu and open the email you want to test.
  3. Click Send in the top right and choose Send test email.
  4. Paste the mail-tester email address in the Email address field and send the test email.
  5. Go back to mail-tester.com and click Check your score.

If the email arrives, you'll see a report with a score and any points for improvement. Those points for improvement may also be the reason the email isn't showing up in your inbox.

Joeri Ras

Written by

Joeri Ras

Founder & co-owner @ Xendy

Prefer to talk directly?

Related articles

Emails

Email design limitations

Designing emails is different from building a website. Because dozens of different email clients each have their own rules, an email can look slightly different depending on which client you're using.

Read more
Emails

Black Friday for online stores – What's your game plan?

Black Friday has grown into a multi-day global sales event that gives online stores a huge opportunity to boost sales and win new customers. Success takes more than just discounts – you need a well-thought-out strategy.

Read more
Emails

Email bounces

Not every email lands neatly in the inbox — sometimes an email gets sent back, which is called a bounce. Xendy manages bounces automatically, so your email list stays healthy and your emails keep getting delivered.

Read more
Emails

Email deliverability

Email deliverability — getting your email into the recipient's inbox — is one of the most important parts of email marketing. Both Xendy and you as a user have an impact on how well your emails are delivered.

Read more