What should I do if an Email or SMS test does not reach the recipients?

EMAIL 

In step 4 of editing an email campaign, step 5 of an A/B test by subject, or step 3 of editing an A/B test by creativity, you can send test emails to one or more addresses to verify if they arrive in the inbox and display correctly. To do this, you need to enter the email addresses of the testers who should receive the tests, separated by commas, or the name of a contact list containing those test addresses. This second option is recommended if the campaign is personalized with standard and/or custom fields, as it allows you to see how the email is received with all the contacts information.

If your test does not reach a specific email address:

1. Ensure that the email address(es) are correct and check the spam folder in case the email landed there.
2. Verify that the email address(es) are not marked as unsubscribed or bounced due to previous campaigns. (https://mdirector.zendesk.com/hc/en-us/articles/201963152-Unsubscribes-and-Bounces). If they are, contact [e-mail] providing the email address and the subaccount identifier, and request their removal from these lists.
3. You can perform a real send by adding only a test list containing the desired addresses in the contacts step and completing the send in the final step. Later, you can duplicate the campaign to send it to your full contact list or segment.
4. In all cases, be patient while waiting for the campaign to arrive, as it may take a few minutes.

If the test email still does not reach your inbox, contact [e-mail], providing the email address where the test was not received, the date and time the test was sent, and the campaign identifier for assistance.

SMS

In step 3 of creating an SMS campaign and step 5 of creating an SMS-email campaign, you can send a test message to one or more mobile numbers.

If your test does not reach the selected mobile number(s):

1. Ensure that the mobile number(s) are correct and include the appropriate country code. Check your text message spam folder in case the message landed there.
2. Verify that the mobile number(s) are not marked as unsubscribed or bounced due to previous campaigns (https://mdirector.zendesk.com/hc/en-us/articles/201963152-Unsubscribes-and-Bounces). If they are, contact [e-mail] providing the mobile number and the subaccount identifier, and request their removal from these lists.
3. You can perform a real send by adding only a test list containing the desired numbers in the contacts step and completing the send in the final step. Later, you can duplicate the campaign to send it to your full contact list or segment.
4. In all cases, be patient while waiting for the campaign to arrive, as it may take a few minutes.

If the message still does not reach your mobile inbox, contact [e-mail], providing the mobile number where the test was not received, the date and time when the test was sent, and the campaign identifier for assistance.