Question
When you attempt to email clients, the emails are listed with a status of Failed with a reason of Blacklisted in your clients’ contact history and in your marketing reports. Why are emails failing to send?
Answer
There are two possible reasons why your emails may be appearing with a status of Failed with a reason of Blacklisted. To resolve the issue, follow the instructions below. If the issue persists after completing these steps, please contact WellnessLiving Support.
Your email address is blacklisted
You may have been blacklisted for any of the following reasons:
An email was sent from your IP address to a spamtrap (an email address that is used to identify spam and spammers).
Your IP address is on a deny list, which is an internal list used by an email provider that contains IP addresses that have been detected sending unsolicited emails.
If you've been blacklisted, we suggest changing your business email address. For more information, see Set up your business email settings.
To avoid getting blacklisted again in the future, we recommend adding WellnessLiving as a trusted sender and adding no-reply@wellnessliving.com as a whitelisted email address in your email inbox. For more information, refer to your email provider's help documentation.
Your client's email address is blacklisted
If you see Blacklisted as the reason for a Failed status after updating your business email address, the issue may be caused by the client's email address.
There are two separate blacklists that can affect email delivery:
WellnessLiving's blacklist – This is a temporary block. The first time an address is flagged, it's unblocked automatically after a period of time. Repeated issues result in longer blocks.
Amazon SES's blacklist – Amazon maintains its own separate blacklist with rules and timelines that WellnessLiving can't access or control.
You may also notice two different behaviors in contact history for emails with a Failed status:
Failed with no content – The email was never generated because the system detected the address was blacklisted before sending. These emails won't have a View Content or Resend option.
Failed with content – The email was fully generated and sent to our email delivery provider (Amazon SES), but Amazon responded with a block. These emails will have a View Content and Resend option available.
Why might a client still receive an email that shows as Failed?
In some cases, a client may receive an email even though it shows a Failed status in contact history. This happens because Amazon SES may respond to WellnessLiving with a block but still attempt delivery on their end. WellnessLiving has no visibility into or control over Amazon's final delivery decisions.
Resolving a blacklisted client email address
Whitelisting is not available for blacklisted client email addresses. If a client's email address is blacklisted and they're not receiving emails, the recommended solution is to update the client's email address on their profile. For more information, see Changing a client's email.