A "Detailed Send Log" is available for all communications sent from the "Communications" section of the Admin Control Panel. In here, you’ll see different reporting statistics, like who a message was sent to and the status of the message being sent. This is a great reference point to double-check if the recipients received the communication that was sent, and if not, why they didn’t. Below, we’ve provided an explanation of the different sending statuses you may see for these three types of communications.

Blast emails

  • Waiting to be sent: We haven’t yet received a confirmation from our email sending provider that the message was processed for delivery. This typically only takes a few seconds.
  • Sent successfully: We've received confirmation that the message has been processed for delivery, and we haven't received any notice of an issue (see below).
  • Bounced: The email was rejected by the recipient's server. A couple of common reasons for this are the email address does not exist or the mailbox is full.
  • Blocked: The email provider blocked the message before it could be received by the recipient. This can be due to a variety of reasons.
  • Dropped: The message wasn’t delivered due to the possible reasons outlined in this article: What is a dropped message?
  • Reported spam: The message was marked as spam, usually by the recipient after it was delivered. In rare cases, though, the email provider may mark a message as spam before it ever reaches the recipient's inbox.
  • Deferred: The recipient's email server couldn't accept the message for an unexpected reason, so we'll keep trying at regular intervals to deliver the message.
  • Skipped (due to contact preference): The recipient has set their contact preferences to not receive this type of email from the website, so the message was not sent.
  • Failed (before being sent): There was an issue on our end causing the message to not be sent. This is an extremely rare occurrence.

Text messages

  • Waiting to be sent: We haven’t yet received a confirmation from our text message sending provider that the message was processed for delivery. This typically only takes a few seconds.
  • Sent successfully: We've received confirmation that the message has been processed for delivery, and we haven't received any notice of an issue (see below).
  • Undelivered: The message could not be delivered to the mobile carrier. This could be due to an incorrect or disconnected number.
  • Rejected: The mobile carrier rejected the message from being delivered. There could be a number of reasons for this, including a blocked number or not having enough available messaging credits.
  • Failed (after being sent): The carrier did not accept the message, so it cannot be delivered.
  • Skipped (due to contact preferences): The recipient has set their contact preferences to not receive this type of text message from the website, so the message was not sent.
  • Failed (before being sent): There was an issue on our end causing the message to not be sent. This is an extremely rare occurrence.
  • Unsupported country: The recipient's phone number is from an unsupported country and could not be delivered.
  • Unsupported number type: The phone number listed is not a mobile phone number.

Mailed letters

  • Waiting to be sent: We haven’t yet received a confirmation from our letter mailing provider that the letter has been received for processing. This typically only takes a few minutes.
  • Printing and preparing: The letters are being printed and prepared for delivery.
  • At origin facility: The letters have arrived at the regional post office center to be processed and sorted before being sent to the destination facility.
  • At destination facility: The letters have arrived at the local post office facility to be sorted for delivery.
  • Greenlit for delivery: The letters are ready for delivery and should arrive within 1-2 business days.
  • Delivered: The letter was greenlit for delivery, and enough time has passed for the delivery to have occurred. We haven't received any notice of an issue (see below).
  • Re-routed: The letter has been rerouted due to a recipient’s change of address or address error.
  • Returned to sender: The letter has been returned to the sender due to an address error.
  • Failed (before being sent): There was an issue on our end causing the letter to not be mailed. This is an extremely rare occurrence.
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