What do I do if my emails are going to SPAM folder?

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If you are receiving multiple reports that your emails from 17hats are going into your Client's SPAM folder:

1. Check to see the Outgoing Email Settings are properly set.

2. Perform an email SPAM test to identify and assess what components of their email/email address is causing a low score

3. Make the necessary changes with your Email Host. 


"My Account" > "Settings" > "Email Settings"

Check outgoing mail server settings. You should be using your own host's email settings (using 17hats.com's mail server should be a last resort). If using Google Apps/Gmail - smtp.gmail.com Everyone Else: Your domain host will have mail server settings for your domain if you don't already know it. If you have already connected your mobile device, the same settings should work with 17Hats. It is only recommended to use smtp.17hats.com as the outgoing server when your domain service does not provide you with an outgoing mail server. 

Perform a few self tests or with a friend, trying out different email templates and sending of forms. If your email is received, then your outgoing settings are good. 

GMail/Google Users: If your mail was previously working but now isn't, reset your connection by revoking access to 17hats here. https://security.google.com/settings/security/permissions…
Then create a new connection in 17Hats.



Mail Tester is a free online diagnostic tool that provides you a rating from 1-10. A score of less than 8 means its likely to be filtered. Higher than 8 is likely to pass most of the filters. (Some filters, such as AOL's is super strict). The diagnostic will break down the scoring into multiple components so that you can treat the specific issue. 

(The section on SPF scoring can sometimes provide a misleading result, so it is best to verify with your email host whether a proper SPF record is in place. For example, if you're scoring 1.5 off the bat because you're being docked -7pts for bad SPF record, but you've checked with your host that the record is configured properly, then you can likely ignore that result.)


Is Not Spam is another free online diagnostic tool. It provides more technical results which are better, but harder to interpret. Here is an online guide to help you understand your results. 

Both tests should be performed for more an overall consistent result.

3. Make necessary changes with your email host. 

Contact your Email Host Customer Support - Alert them of your diagnostic results, and they should be able to implement the necessary changes, and/or advise you further. 


Current email technology cannot 100% guarantee that your email will be delivered as intended. But here are some tips to help improve your chances:

1. Request your client to whitelist emails from your address. Marking "not spam" will also ensure future emails will not be accidentally filtered. Alternatively, you can request read receipts. These are very effective. But require an action from your client to do so (good luck with that).

2. Minimize the use of graphics or large attachments. Some SPAM algorithms consider many embedded images in email to be adverts while others don't. Keep the attachment size fairly low. Also, certain file extensions can be perceived as viruses.

3. Choose an email host with strong, good reputation. We recommend Google Apps or Gmail for email hosting. 

4. Have a proper SPF record in place. More about SPF Records: https://support.google.com/a/answer/33786?hl=en&ref_topic=2759192 

5. Read up on smart email practices. Here are some articles that may help you: 

Avoiding SPAM filters by MailChimp: http://mailchimp.com/…/guid…/how-to-avoid-spam-filters/html/
Stopping your emails from being labeled spam from InMotion Hosting: http://www.inmotionhosting.com/…/stop-emails-being-labeled-…
Legitimate email marked as spam by Google: https://support.google.com/mail/answer/9008?hl=en

6.  A great business practice to employ is to follow up. Obtain your contact's telephone number. If you're not seeing any client activity, create a casual way of checking in with your client after a few days. It's good business practice because it shows you care, and while in the middle of pleasant conversation, you may subtly ask about the status of the email sent. People today understand this frustrating problem because everyone has had at one point or another have had their legitimate email filtered into SPAM.

The design team at 17hats is always looking to improve email and email features. We are aware some companies sell email tracking services; they employ methods that lead to inaccurate reporting of the email actually being opened. Many proxy servers open up email before it's even received by the recipient. We provide you accountability by providing the option to BCC yourself on all emails, so you can know when the emails have been sent. In addition, Google users have sent mail sync. 

KWS: Emails going to SPAM, Avoid SPAM, SPAM folder, 

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