Someone is not receiving emails in Acoustic
- Open the Acoustic database and navigate to the search tab.
- Make sure all checkboxes are checked before clicking search next to the email address.
- If the email is opted out but should be opted in, please reference this article to resubscribe the email address.
If the email address shows a status of opted-in but is not receiving emails the email may be marked as undeliverable and the master suppression will need to be checked
Navigate to Data > Databases > Master Suppression Lists
Open the MASTER SUPPRESSION LIST and navigate to the search tab.
Make sure all checkboxes are checked before clicking search next to the email address
If the email shows as undeliverable but is a valid email address, click the checkbox to the left of the orange triangle and select “remove contacts”. This will remove the email from the MSL list and if they are still showing as opted in within the database, they will start to receive emails again.
