# Why are my customer not receiving emails **URL:** \ **Category:** Max Classic\ **Tags:** campaign-builder\ **Created:** [June 19, 2020, 4:08am UTC](https://integration.keap.com/t/why-are-my-customer-not-receiving-emails/77981 "2020-06-19T04:08:13Z")\ **Posts on this page:** 11\ **Page:** 1
**Author:** ![Kate\_Langford](https://avatars.discourse-cdn.com/v4/letter/k/57b2e6/32.png) [@Kate\_Langford](https://integration.keap.com/u/Kate_Langford)\ **Post date:** [June 19, 2020, 4:08am UTC](https://integration.keap.com/t/why-are-my-customer-not-receiving-emails/77981/1 "2020-06-19T04:08:13Z")
why are my customer not receiving emails? We have a free consult with our clients and then use the decision diamond to send the correct email. But customers are reporting never getting them ☹ It’s costing us $$$!! TIA ---
**Author:** ![John\_Borelli](https://sea1.discourse-cdn.com/flex019/user_avatar/integration.keap.com/john_borelli/32/11880_2.png) [@John\_Borelli](https://integration.keap.com/u/John_Borelli)\ **Post date:** [June 24, 2020, 2:29pm UTC](https://integration.keap.com/t/why-are-my-customer-not-receiving-emails/77981/2 "2020-06-24T14:29:09Z")
@Kate_Langford, Most likely answer is they’re going to spam. Do you have DKIM setup in your app and on your domain server? Is SPF setup or DMARC? ---
**Author:** ![Kate\_Langford](https://avatars.discourse-cdn.com/v4/letter/k/57b2e6/32.png) [@Kate\_Langford](https://integration.keap.com/u/Kate_Langford)\ **Post date:** [June 24, 2020, 11:54pm UTC](https://integration.keap.com/t/why-are-my-customer-not-receiving-emails/77981/3 "2020-06-24T23:54:29Z")
Thanks the response. We have had Infusionsoft now for over 2 years with no issues, we tell ALL our clients as part of our process EVERYDAY to check junk emails. This is the not the issue here, they are not receiving receipts, emails in sequences (not in junk at all) and this is costing us money. Can you please check this urgently and also trial yourself so you can see. This is really URGENT as we have lost money due to people not getting emails as we send hundreds daily. Please get back to us asap. ---
**Author:** ![John\_Borelli](https://sea1.discourse-cdn.com/flex019/user_avatar/integration.keap.com/john_borelli/32/11880_2.png) [@John\_Borelli](https://integration.keap.com/u/John_Borelli)\ **Post date:** [June 25, 2020, 3:09pm UTC](https://integration.keap.com/t/why-are-my-customer-not-receiving-emails/77981/4 "2020-06-25T15:09:57Z")
I don’t work for Keap, @Kate_Langford, You’ll want to get with support to see what they can find. ---
**Author:** ![Kate\_Langford](https://avatars.discourse-cdn.com/v4/letter/k/57b2e6/32.png) [@Kate\_Langford](https://integration.keap.com/u/Kate_Langford)\ **Post date:** [June 25, 2020, 8:27pm UTC](https://integration.keap.com/t/why-are-my-customer-not-receiving-emails/77981/5 "2020-06-25T20:27:12Z")
And how do I do that??? Please get someone to contact us ASAP I thought this was keap Cheers Kate Langford 0402044498 ---
**Author:** ![John\_Borelli](https://sea1.discourse-cdn.com/flex019/user_avatar/integration.keap.com/john_borelli/32/11880_2.png) [@John\_Borelli](https://integration.keap.com/u/John_Borelli)\ **Post date:** [June 25, 2020, 8:32pm UTC](https://integration.keap.com/t/why-are-my-customer-not-receiving-emails/77981/6 "2020-06-25T20:32:16Z")
@Kate_Langford, This is a Keap forum but I don’t work for them…I’m just a community moderator. Asking me to ‘get someone’ is almost like asking your mailman to get someone. Your options are: - Reach out to chat support from within your app. Let them know specifically what you're having an issue with in your emails. - You can also try the FB user group because some of the Keap employees monitor that and may catch it and reply. I don't know who the email compliance manager (that is who will likely know the most about it) is these days but someone in the FB group might. - Possibly try to @martinc who might know who the right person to have you talk to would be. ---
**Author:** ![Kate\_Langford](https://avatars.discourse-cdn.com/v4/letter/k/57b2e6/32.png) [@Kate\_Langford](https://integration.keap.com/u/Kate_Langford)\ **Post date:** [June 25, 2020, 8:58pm UTC](https://integration.keap.com/t/why-are-my-customer-not-receiving-emails/77981/7 "2020-06-25T20:58:11Z")
That is tough when we have an issue ? We pay a lot of money. ☹ thanks Cheers Kate Langford 0402044498 ---
**Author:** ![John\_Borelli](https://sea1.discourse-cdn.com/flex019/user_avatar/integration.keap.com/john_borelli/32/11880_2.png) [@John\_Borelli](https://integration.keap.com/u/John_Borelli)\ **Post date:** [June 25, 2020, 9:00pm UTC](https://integration.keap.com/t/why-are-my-customer-not-receiving-emails/77981/8 "2020-06-25T21:00:06Z")
I understand @Kate_Langford. Since Covid has come around, they don’t have people at the main office anymore (for now) which would have given more support options. But martin does work for Keap and there are others that the FB page would give a better chance of reaching out to. Sorry you’re experiencing the frustration ---
**Author:** ![Kate\_Langford](https://avatars.discourse-cdn.com/v4/letter/k/57b2e6/32.png) [@Kate\_Langford](https://integration.keap.com/u/Kate_Langford)\ **Post date:** [June 25, 2020, 9:23pm UTC](https://integration.keap.com/t/why-are-my-customer-not-receiving-emails/77981/9 "2020-06-25T21:23:27Z")
And how do I get in touch with him? ---
**Author:** ![John\_Borelli](https://sea1.discourse-cdn.com/flex019/user_avatar/integration.keap.com/john_borelli/32/11880_2.png) [@John\_Borelli](https://integration.keap.com/u/John_Borelli)\ **Post date:** [July 5, 2020, 11:06pm UTC](https://integration.keap.com/t/why-are-my-customer-not-receiving-emails/77981/10 "2020-07-05T23:06:58Z")
You type a message and refer to him with an ‘at’ sign before his user name to draw his attention to the post OR you look up his user with his user name and send him a private message. ---
**Author:** ![Kate\_Langford](https://avatars.discourse-cdn.com/v4/letter/k/57b2e6/32.png) [@Kate\_Langford](https://integration.keap.com/u/Kate_Langford)\ **Post date:** [August 18, 2020, 5:11am UTC](https://integration.keap.com/t/why-are-my-customer-not-receiving-emails/77981/11 "2020-08-18T05:11:22Z")
Hi John I was wondering there was one email that went out and it bounced over 300 people… IT was the last one in broadcasts… it says that theMail block - known spammer”. Can you please advice?? I hope this is not happening all the time and a one off?