Impossible to send email campaigns.

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Eleonora
Eleonora Member Posts: 9
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For several days, I have been experiencing problems with sending email campaigns. Background: we have been using Pipedrive for several years and very often send email campaigns to several thousand recipients who

For a few days now, I have not been receiving test emails, and every time I send a campaign, the emails to most of the recipients are blocked. These are recipients who normally receive our emails sent through Pipedrive campaigns, so I assume there is a problem with Pipedrive, but I can't contact support

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  • Andreia Costa
    Andreia Costa Pipedrive Team Posts: 160 PIPEDRIVE TEAM
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    Hello @Eleonora 👋

    I'm sorry to hear about the issues you are experiencing, this needs to be looked at by the Support team. We've tracked down the case you opened and the team should get back to you as soon as possible. Thank you for your patience, I'm sure the team will be able to clarify what is happening here 🙇‍♀️

  • Jill A
    Jill A Member Posts: 4
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    @Eleonora We are experiencing the same issue that you are. Have you been able to get any information as to what the issue is and when it will be resolved? I'm concerned by the lack of information and ETA to resolution at this point.

  • Alecia N
    Alecia N Member Posts: 1
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    We are also experiencing this - Pipedrive states it's an issue on their end but can not give us an ETA on when this will be resolved.

  • Eleonora
    Eleonora Member Posts: 9
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    @jill A it is a problem with Pipedrive, but they don't know when it will be resolved. They advised against sending email campaigns for the next 2-3 days. Unfortunately, I urgently need to launch a marketing campaign, so I hope the issue is resolved as soon as possible.

  • Jill A
    Jill A Member Posts: 4
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    @Eleonora Unfortunately, this is also our busy time of year for campaigns and events. If it's not resolved in the next few days I have to consider the effort to move to another platform. This is a huge deal for our business right now. Hoping Pipedrive can respond with a better answer today but I can't get through to support right now either. Super frustrating! Please let me know if you hear any news! I'll do the same.

  • Brit P
    Brit P Member Posts: 1
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    edited July 3 #7
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    We are having the same issue and has been ongoing for us since June 27, 2024. The partial improvement they made helped slightly but still having a very high volume of blocked bounces. We are at risk for having to move to a different solution if this isn't resolved soon as we are missing sending out time-sensitive campaigns. I also wonder why at this point the issue is not showing up on https://status.pipedrive.com/ page.

  • Jill A
    Jill A Member Posts: 4
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    @Brit P That's a great point Brit! I just made that request to support since I've been on with them all day. We've been having the issue as long as you have too but initially Pipedrive told us it was our problem.

  • C.A
    C.A Member Posts: 1
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    @Andreia Costa do you know when it will be solved? I have the same issue and it's really a problem for our marketing campaigns but also for our processes that include automatic emails. As emails are mostly blocked, all our customer onboarding processes are also blocked, that is really bad for our business.

  • Andreia Costa
    Andreia Costa Pipedrive Team Posts: 160 PIPEDRIVE TEAM
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    Hello everyone

    I'm reaching out in the hopes of providing further feedback about what is happening and what actions you can take on our side.

    It has come to our attention that some emails coming from Campaigns users have been flagged as suspected spam by organizations that are dedicated to disrupting spam behavior and phishing campaigns.
    The root cause of the problem is that some Campaign users have “Spam trap” emails in their subscription list and we are doing our best to find them and request to clean their data and remove not opt-in emails from their list.
    When that is done and Spam organizations see that there is no more spam trap hits from our infrastructure, your emails will be delivered as per usual.

    We truly appreciate your patience and cooperation.

    Please read more about spam traps and best email marketing practices:
    - What is Spam trap? https://www.spamhaus.org/resource-hub/deliverability/spamtraps-fix-the-problem-not-the-symptom/#classic-or-pristine-spamtraps

    How you can be sure your database doesn’t have any “spam traps”?
    1. Read our blog - https://www.pipedrive.com/en/blog/email-list-hygiene
    2. If in your list there are emails that have not reached out to you and subscribed to specific content (Direct opt-ins), unsubscribe them immediately.
    3. Clean your database today and every 6 months in the future (Tip: remove emails that do not read your messages).
    4. Improve your data collection practices so there’s no chance bad emails are collected in the future.

    To sum it up, from your side, it might help and it is always important that you clean your data as best practice. This can be done by choosing one from below:

    - Using a third-party tool such as Email Validation and Email List Cleaning | ZeroBounce and unsubscribe from the emails that are flagged. Please note that you should unsubscribe these contacts, and not simply delete the emails/contacts.
    - Filter out users that haven’t opened any of your emails in the last six months. These users may be using their emails as spamtraps. Example of the filter: https://sharing.pipedrive.com/i/jdCr5N

    After that, it’s vital that your domain is authenticated. If your Domain is not authenticated, please go ahead and authenticate your Domain following the instructions in this article.

    Thank you

  • Danny (VP SALES)
    Danny (VP SALES) Member Posts: 4
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    We are also experiencing this even with a small number of emails (100-200). Most get blocked. These are regular customers which we talk and write to on a regular basis. How can we resend without already reaching the few who already received it? Help please

  • Eleonora
    Eleonora Member Posts: 9
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    @Andreia Costa I don't believe the problem is due to the poor quality of our mailing list. We don't even receive the test email at our address, which is certified. Please, the problem has persisted for days now, and we have lost too much time.

  • Aleix s
    Aleix s Member Posts: 13
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    edited July 8 #13
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    We're having the same problem. This is a serious error and should be fixed as soon as possible.

    I have this same error with all my email automation. This is the first email template they receive, so they're not receiving anything right now.

  • PaulP
    PaulP Member Posts: 1
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    Hallo everyone,

    same issue - also over ionos provider and microsoft … all DKIM etc. are correct - i spend hours to check this email universum!!

    Thanks for solving this issue …

  • Aleix s
    Aleix s Member Posts: 13
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    Given that your email platform is malfunctioning, we should receive daily updates about this issue. There isn't even an official announcement about it, and as @Brit P mentioned, the problem is not appearing on the Pipedrive Status page.

    I understand that the spam tagging originates from another company, but it is happening on your platform. In our case, we send high-quality emails to leads who specifically request information. This is very concerning.

  • Aleix s
    Aleix s Member Posts: 13
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    @Andreia Costa So I just tried to filter the Persons that didn't open any campaign for the last 6 months and that are Suscribed. Here's my filter:

    I just randomly opened a couple of the Persons from the filter result, and guess what, they opened campaigns during the last 6 months. Am I doing something wrong here? Or your filter is just not working?

  • FilutP
    FilutP Member Posts: 2
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    I am facing the same issue. I am not able to test campaigns send test email to the same domain (authorizated).

    It doesn't work :(

    I requested chat support - after 3 hours a gave up :(

  • FilutP
    FilutP Member Posts: 2
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    I think, the most important function should be the log from mx server where PIPEDRIVE user can be investigate delivery problem (directly, from email server)

  • Jill A
    Jill A Member Posts: 4
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    @Andreia Costa Are there any updates you can share? We have taken your advice from July 4. Our domain is registered and until this issue we had almost no blocked messages. Likes others here, we only send messages to people who opt in and have a very high open and click rate. In chatting with the service team, it doesn't seem like a user issue but rather a Pipedrive system issue (third party or otherwise). Who can provide us a more concrete update as to timing of resolution? We postponed an event yesterday since our messages can't be received by our entire intended population. This is really impacting our ability to conduct and promote our business. This has been going on for a couple of weeks now and we need more concrete information.

  • Charlie_B
    Charlie_B Member Posts: 1
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    I've had the same problem since the middle of last week.
    My request wasn't taken seriously at first. It took me more than 48 hours to receive the definition of a hard bounce from the technical department. This had nothing to do with my problem.
    4 days later, they half-heartedly admitted that there was a problem.
    And there was indeed a problem, as all our campaigns that were due to go live in the last few days were blocked, with major consequences for our company.
    We're being asked to be patient...
    I'm not sure they'll be patient if we don't pay for the service by the end of the month.

  • Danny (VP SALES)
    Danny (VP SALES) Member Posts: 4
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    SAME HERE

    I'M LOSING PATIENCE

  • Andreia Costa
    Andreia Costa Pipedrive Team Posts: 160 PIPEDRIVE TEAM
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    Hello everyone,

    I'm hoping I can address your concerns here.

    @Aleix s About the filter I mentioned here, I'm sorry for the back and forth here, I've had a sync internally and it looks like the filter won't be accurate. The one you'll be able to use is the one here can you please check it out? Thank you!

    The best way to be updated on this is to revert to the cases you have with support, but I assure you, that once everything is resolved, we will notify everyone who has contacted us about this.

    If you have already done a clean and after the domain authentication has been accepted, you’ve taken all steps that could potentially help sort the situation. The team is working diligently to resolve this in collaboration with organizations dedicated to combating spam and phishing emails. Due to the need for coordination with external parties, this process is taking longer than usual.

    I'm not able to share further information because the investigation is ongoing but what I can tell you is that we are taking this very seriously, we know and see the impact this has taken and really appreciate your ongoing patience.

  • Eleonora
    Eleonora Member Posts: 9
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    Our domain is verified, and our mailing lists contain only secure email addresses because our recipients are employees working in banking security. I doubt their addresses could be used as spam traps. Additionally, we have a very high email open rate and a very low bounce rate.

    There has been no official communication regarding this issue, which has persisted for weeks and occurred in the past. Could you kindly let us know how you are working to resolve the problem? It is now evident that the issue lies with Pipedrive and not the users. Thank you

  • Danny (VP SALES)
    Danny (VP SALES) Member Posts: 4
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    Eleonora, we experience the same here. Every contact is our regular, day to day customer.

  • Sophie
    Sophie Pipedrive Team Posts: 159 PIPEDRIVE TEAM
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    Hi All,

    Our email compliance team is still diligently working with the organization we mentioned to remove the blocklist. While the investigation is still ongoing, we advise against sending any new campaigns to ensure maximum deliverability.

    To elaborate further, the Campaigns feature itself is working as expected and this issue does not affect all Pipedrive users. The issue lies with a third-party organization that provides spam filters to email providers, which has created the blocklist. You will see higher bounce rates because most email providers use this organization's spam filter.

    With this investigation, we rely on the input and action of this third-party organization and its process; therefore, we cannot share a concrete timeframe for a fix at this moment. However, we are doing everything we can to understand the necessary actions to remove the blocklist.

    As Andreia mentioned, If you have already done a clean and if your domain authentication has been accepted, you have taken all the steps that could potentially help sort the situation. At this moment, we are waiting for a further update and will let you know once we have more to share.

    Thank you all for your patience and understanding as we work to get things back to normal.

  • Melani De Sousa
    Melani De Sousa Member Posts: 12
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    THIS IS AN ABSOLUTE JOKE. Like everyone else on this thread, we used to send emails all the time to our clean database of more than 200 recipients. Now I can't even send an email to 8 recipients. Pipedrive continually pointing the finger to a "third-party organization" is the worst part. No, this is not someone else's fault, this is Pipedrive's fault. I can normally send email from all other applications. We should not be paying for Campaigns if we can't send emails!!!

  • Eleonora
    Eleonora Member Posts: 9
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    @Sophie How do you explain the fact that we don't receive emails sent via Pipedrive even within our organization? we do not use third-party spam filters.

  • Daniel Vázquez Castro
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    I am experiencing the same problem. Based on user comments, I think it is clear that the problem is in the Pipedrive platform and of course it is affecting us and our clients.

    @Andreia Costa, @Sophie is there any update on fixing the issue?

  • Kevin Ciesielski
    Kevin Ciesielski Member Posts: 1
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    Wish I found this thread yesterday. Seems to be affecting Microsoft accounts. Our Google accounts are getting it fine. The delay here is troubling. Having it tagged as "answered" is also a bit disingenuous.

  • Melani De Sousa
    Melani De Sousa Member Posts: 12
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    @Kevin Ciesielski you are spot on!! We have conducted many tests now and we can see that all accounts (including our own) which use Microsoft enhange or any Microsoft email product (eg outlook) are blocking the emails. I’d encourage everyone to check if they can even send regular emails to Microsoft recipients inside Pipedrive. We can’t even send regular emails to any users with Microsoft addresses which evidently is 60% and up of our clients, and I’m guessing the world. If anyone wants to check this on their end, send a regular emails inside of Pipedrive and test using zero bounce. When we send regular emails, all Microsoft accounts spam them. As is with campaigns. We’ve done this using multiple tools and getting the same result. Clearly Pipedrive have not configured their settings properly and pretty much the biggest email company in the world won’t allow them. Massive problem!

  • Eleonora
    Eleonora Member Posts: 9
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    @Melani De Sousa Our organization uses Microsoft accounts.
    We have conducted these tests.

    Email campaign:

    • Sending a test email from a Microsoft sender to a Microsoft recipient: the email is not delivered
    • Sending a test email from a Microsoft sender to a Gmail recipient: the email ends up in spam

    One-to-one sends:

    • From a Microsoft sender to a Microsoft recipient: email delivered
    • From a Microsoft sender to a Gmail recipient: email delivered

    I am not sure how significant these tests are, but the problem seems to be only with email campaigns.