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Asked a question 3 months ago

Hello! I have a double-opt in form set up (it's new, so just getting new subscribers for the first time). People have been signing up (opting in) on my website, but so far - there are two people who have not received the email (with the download). They show up in my "unconfirmed subscriber" list. They aren't confirmed until they click on the download - but they aren't receiving the email with the download! Any thoughts about this? Thanks!

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Jason ResnickCommunity Moderator & ConvertKit Expert
πŸ‘¨β€πŸ‘©β€πŸ‘¦β€πŸ‘¦ WFH Dad - 🌱 - πŸ’Œ ConvertKit Expert

It could be going into junk/spam folder (or in Promo tab if they are Gmail users).

Did you happen to change up the content of the incentive email? If so, then maybe inadvertently the content triggered it. I've had it happen myself before.

Keep it simple and direct to the point of clicking the button to download.

Avoid using words like "free" "access" and other potential spam trigger words.

To be certain, test your incentive email by using a tool such as Mail Tester8


OlivyaContent Specialist
Content Specialist at ConvertKit

Hey @Angie5! Sorry for the trouble! Did you ask them if they checked their spam folder, just in case?Β 

I'd recommend reaching out to our team at help@convertkit.com12 (or via the in-app messenger in your account) with a description of the issue and the email addresses of the subscribers who didn't receive it (and let us know which email it was they didn't receive). We'll take a look and make sure there are no deliverability issues at play here :)