Mails not sent to subscribers
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Some of my subscribers are not receiving emails of my posts. They have nothing in their spam folders. Yet they received your emails and subscribed. How do I fix.
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Would you please share two or three of the email addresses which are not receiving the emails?
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(email visible only to moderators and staff)
(email visible only to moderators and staff)
(email visible only to moderators and staff) -
Hi there,
For the first address you shared, they are currently blocking any emails from WordPress.com coming their way:
They can go to this link to uncheck that box:
https://wordpress.com/me/notifications/subscriptions
For the second user, they having are currently changing emails and the transition is pending, so I would have them check their old email to see if they were receiving your notifications there.
Thanks,
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They are subscribed to your site now, but there weren’t at the time of our last reply in this thread on 28 December. In fact, our logs show they only confirmed an email subscription to your site about 15 minutes after staff-blorbo’s last reply above.
Our logs also show we sent them an email of your most recent post at 21:37UTC on 1 January.
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This is all very confusing. There are 3 “theys” I queried.
“they1” subscribed ages ago and had problems where you said their website was blocking the emails. That was fixed, but apparently no emails ever came through.
“they 2” is the same person. You advised that they had no email because it was in transition.
“they 3” subscribed and never got an email, and still don’t.
Your “last reply” by Macmanx was 29th not 28th and claims that “they 3” never subscribed.
I spoke to another follower, who claims he used to get emails, it stopped. He thought I hadn’t been blogging, he had to go in and correct his subscription.There seem to be multiple problems here.
1. The status of my followers is meaningless. What I need to know is who is actively following my blogs. i.e. currently being sent an email, pending acceptance. Those not following should be dropped. Can the follwer management options be provided?
2. It seems that the subscriptions of some followers have been turned off. This should be corrected. Can they be identified?
3. As I recall, invitations to follow do not provide an option to not subscribe. Basically, you accept and that is how you become a follower. Subsequently, you can go in and adjust your following i.e. change the frequency to daily, weekly or not at all. None of these people did this (I had to tell them how). It makes no sense and the language being used needs to be more precise is explaining the differences between following and subscribing (if any) -
1. The third email address was not subscribed until 15 minutes after my reply. Where were you seeing that they were subscribed earlier than that?
2. We cannot reveal that information directly, we would need specific email addresses to confirm. Subscribers are more than welcome to unsubscribe themselves.
3. What you have described is correct. They also have to option to not become a follower by deleting or ignoring the email.
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1. a) In the interest of clarity which reply are you refering to?
b) it is not was seeing it is seeing in the people who are following me there is is dextidd since Oct 10. how is it that you claim he did not follow until december?
2. As you can identify who has unsubscribed, they should be removed from the website, so that I know who is currently following me. Can you fix it please?
3. As what I have described is correct, obviously there is a bug in your system. A number of my followers did not receive emails despite not going into change their subscription to not receive them. The ones I provided never received emails. Please fix the bug
4. Here is another variation of the issue. This one unexpectedly stopped receiving. Sectorconnector thought I had stopped blogging only to discover his subscription had been turned off; which is interesting as he is a contributor.
5. And then there is the mysterious transfer of “they1” to “they2”. The excuse provided was that “they 2” was not receiving because it was a transfer in progress. Why this should take days is not clear, but it appears to have been botched. They had to turn on their subscription, and now appear as both a follower and email follower! Can you correct this by removing the incorect email follower, and ensure that the emails are still sent?
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In the interest of clarity which reply are you refering to?
The one right above mine.
how is it that you claim he did not follow until december?
It’s what our logs say.
As you can identify who has unsubscribed, they should be removed from the website, so that I know who is currently following me. Can you fix it please?
This happens automatically. When they unsubscribe, they are removed from your list. If they are on your list, they are subscribed.
A number of my followers did not receive emails despite not going into change their subscription to not receive them. The ones I provided never received emails.
As we have stated, this is because they were not subscribed to your site at the time of the post.
Sectorconnector thought I had stopped blogging only to discover his subscription had been turned off
Our logs show that they had unsubscribed. We don’t have a way to determine why they would have.
They had to turn on their subscription, and now appear as both a follower and email follower!
As a follower, they are a WordPress.com user following your site in the WordPress.com Reader. As an email follower, they have also chosen the option to receive your posts via email.
There is nothing wrong with this configuration, many people do that, including myself for sites I really want to keep track of.
They can manage this themselves at https://wordpress.com/following/manage
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As clear as mud!
1 a) the reply above yours is dated 4 Jan which is after when you claimed they subscribed! Isn’t that a rather obscure version of clarity?
b) what is the point of having a log that disagrees with what is displayed on the website?
c) my information is that he never subscribed in December, He just subscribed! I received an email notifying me of the event! How can you have a log of something that never happened?
d) Looking at my followers. He now has two records!! How is that possible?
2. Obviously this did not occur for sectorconnector. How do I determine if any other followers displayed are no longer following?
3. You may have stated they were not subscribed, but I received emails saying they were and the website shows them as subscribed and they never received any emails of many subsequent blogs from the date of email and on the followers list. Can you please provide an explantation rather than denying facts?
4. Perhaps the unsubscription is the system not Sectorconnector, because as you say the system should have removed theem from my followers list which it did not?
5. a) You have not explained why an email follower has be generated unnecessarily. Can you correct it please?
b) Don’t wordpress and email followers both receive emails of new blog?
c) Displaying the same person twice as a follower simply distorts the count of followers. What is the point?
d) I understand the benefit of being able to track sites of interest on your own subscription list, but how does that justify displaying those persons on a websites list of followers?
6. I think that there is a lot of implicit assumption and denial in the replies. To aid the reporting of errors is there any reference to
a) what I am supposed to see in the follower and email subscriber lists?b) what is expected to be received/seen in the processes of subscribing for wordpress users and emails?
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the reply above yours is dated 4 Jan which is after when you claimed they subscribed! Isn’t that a rather obscure version of clarity?
The reply we meant was from December 28th, as @kokkieh wrote earlier:
They are subscribed to your site now, but there weren’t at the time of our last reply in this thread on 28 December. In fact, our logs show they only confirmed an email subscription to your site about 15 minutes after staff-blorbo‘s last reply above.
what is the point of having a log that disagrees with what is displayed on the website?
The same information should be displayed on both your site and our logs. Since you mention it was not, it might have been a caching issue or any other error – we’re not able to determine that right now as everything seems to be correct now.
Looking at my followers. He now has two records!! How is that possible?
I had a look at a list of your followers and do not see any repeated record, although there is user dextiddbfd08972c2 and dextidd, which I guess are the same person but using two different accounts. Is that what you’re referring to?
How do I determine if any other followers displayed are no longer following?
If someone no longer follows your site, they will not be displayed in your list fo followers. If you’re concerned that some old data is still showing, I’d recommend logging off and into your account. Clearing your browser’s cache might also help. You can find here more information on how to clear the cache depending on your browser:
Don’t wordpress and email followers both receive emails of new blog?
A WordPress.com user will receive an email only if they decide to receive emails in their settings. Otherwise, they may get some other type of notification or none at all, depending on what they chose.
Please also have a look at this page and let us know if you still have more questions:
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It does not appear that many of my questions have been acknowleged, let alone answered
1 a) thank you for finally answering that the reference was to 28th which was not the last reply which was the 29th
b) The issue of what you claim is logged disagreeing with what is displayed on the website has been going for three months. It persists. The pages have updated to show new followers; so it isn’t a refresh issue. dextidd is shown as subscribing following on Oct 10, but you claim he followed on Dec 28. Why can’t you see this?
c) PLEASE ANSWER my information is that he never subscribed in December, He just subscribed! I received an email notifying me of the event! How can you have a log of something that never happened?
d) Yes, the two dex reocords correspond to what the individual has told me, in his two attempts to subscribe. Neither in December as you claim. How is that possible?
2. The display has persistently shown followers who you claim are/were not following. Obviously it is not a refresh issue. How do I determine if any other followers displayed are no longer following?
3. PLEASE EXPLAIN how I received subscription email and the website shows them as subscribed and they never received any emails of many subsequent blogs?
4. PLEASE ANSWER whether the unsubscription was by the system not Sectorconnector, and why sectorconect was not removed from my followers list?
5. a) PLEASE EXPLAIN why an email follower has be generated unnecessarily for michelle and dex and correct it please?
b) If wordpress followers opt for some other method of following, how do they know that a new blog has occurred?
c) PLEASE EXPLAIN the point of displaying michelle and dex as twice as a follower and distorting the count of followers?
d) PLEASE EXPLAIN why people you claim are not following are being displayed on my websites list of followers?
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a) https://en.support.wordpress.com/followers/ says I am supposed to see current followers. I have provided details of a number of displayed followers which you claim were not following. Please fix?b) PLEASE ADVISE what is expected to be received by follower, administrator and displayed for
b1) invitation e.g. how is it that cathycripp is both a follower and a pending invite?
b2) acceptance
b3) removal e.g.
– does the removal process remove the display of following and stop blog emails being sent?
– Is the removed person notified of the removal?7. Given the above discrepancies how can you think “everything seems to be correct now”?
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So, there’s some confusion going on, somewhere. Your questions are getting more numerous, our answers are getting more numerous, and yet your questions are still getting more numerous.
I think at least one of us, possibly both, are misunderstanding so let me bring this back to the beginning in a more concise form.
dex.tidd – subscribed to https://plumsofnorm.wordpress.com/ on October 10, 2019, but never clicked the confirmation link in the activation email. They are not receiving your emails because their subscription is not active.
michelle.williams – is not subscribed to https://plumsofnorm.wordpress.com/
michelle2 – subscribed to https://plumsofnorm.wordpress.com/ on December 28, 2019. This subscription is active, and received the most recent post via email, on January 3, 2020.
As for the “How do we know?” aspect, we have automatic logs which show us this information.
We only keep logs for the subscription action and the date of the last email sent. We do not keep logs for unsubscribe actions.
You can view your current followers, and the date they subscribed, at https://wordpress.com/people
Followers are free to unsubscribe themselves, they do not receive an email confirmation of this, as it is already a very intentional action.
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If you were paying attention you would know that the confusion is the lack of clear answers that is generating additional questions and your attempt to ignore specific questions by bringing things back into a more concise form is just another example of not fully addressing the issues.
Not only have you conveniently removed a number of problematic subscribers like sector and cathy; but your summary of the situation with the others is flawed
My understanding is that dex was invited, he clicked on the email link and subscribed. He was tricked into joining wordpress at this time. I received email notification of his subscription. He never received any email. As part of the reported problem I asked him to check his subscription was set to email, as a result you have generated a second dex.
Contrary to your claim he is receiving emails and both identities show him as currently subscribed.Similarly there is a duplication of Michelle subscriptions which seem to be related to a change of email address performed to see if that was why the blogs were not being received. It appears that both of these identities are subscribed, because she has reported receiving duplicate emails!
You don’t even tell me how to correct these obvious duplications!
It is apparent that you know very little from your mysterious logs and your reading of the logs contradicts the experience of users in subscription, receipt of emails and display of followers.
I would expect some root cause analysis with technical support with possible outcomes being bug fixes, clearer documentation and recommendation of design improvement are merited.and then you have the cheek to direct me to my people lists, that I have been refering you to throughout the dialog. Perhaps you should look at them?
This reference is not a justification of the above; when it only highlights the dubiousness of your summary!If you are just going to insist that there is no problem, and not provide any practical assistance; just say so
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Not only have you conveniently removed a number of problematic subscribers like sector and cathy
We have not removed any of your followers. What are the email addresses for sector and cathy?
but your summary of the situation with the others is flawed
My summary of the situation of the other three is based on our logs. There is no other alternative not-logged situation.
He was tricked into joining wordpress at this time.
Creating a WordPress.com account requires multiple steps and a confirmation email. While it is an option when subscribing, I’d hardly believe anyone was tricked into doing all of that.
Contrary to your claim he is receiving emails and both identities show him as currently subscribed.
Do you see him in _both_ your Followers and Email Followers tabs at https://wordpress.com/people ? If so, what is his full name from the Followers tab?
Similarly there is a duplication of Michelle subscriptions which seem to be related to a change of email address … because she has reported receiving duplicate emails!
Similarly do you see her in _both_ your Followers and Email Followers tabs at https://wordpress.com/people ? If so, what is his full name from the Followers tab?
You don’t even tell me how to correct these obvious duplications!
We can’t solve a problem that we can’t understand, and while you may understand it clearly and I’m sure you do and sorry for the frustration, we’re obviously still a bit confused over here.
This is why we continue to ask clarifying questions, but we aren’t receiving answers which directly address those questions, so please do clearly answer these questions so we can reach a point of understanding and provide assistance.
It is apparent that you know very little from your mysterious logs and your reading of the logs contradicts the experience of users in subscription
Our logs are very clear, they give:
1. Email address.
2. Site subscribed to.
3. Date subscribed.
4. Date of last sent email.If you insist on moving forward from the stance that either we can’t read our logs or our logs are wrong, I’m not sure we’ll be able to continue this.
I think starting from the point that our logs are correct and that we know what we’re doing is a fair first step.
I would expect some root cause analysis with technical support with possible outcomes being bug fixes
We’d need to reach an understanding of what happened first, we haven’t yet.
We need clear answers to the clarifying questions we’ve asked. All of this additional conjecture and questions aren’t helping the situation.
I understand you’re frustrated, but we need clarity, and we’re not getting clarity.
If you are just going to insist that there is no problem
Never once have we insisted that, but we have insisted that we need clear answers to the clarifying questions we have asked, not additional questions and conjecture.
and not provide any practical assistance
We are attempting to do just that, but we need clear answers to the clarifying questions we have asked, not additional questions and conjecture.
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It is quite simple.
You don’t start from your logs, you start from understanding the problem that I am experiencing.
You don’t try to ignore my questions by creating a summary that excludes half of the problem. You address my questions.
You have only created further confusion by your assumptions
A- you tried to remove reported problems with followers by excluding them from your summary. Why didn’t you say you have problems identifying them when they were reported?
B- Followers complained to me that they had to join WordPress to subscribe. At that time, finding the alternative was extremely obscure; so they felt tricked. I believe there have been some upgrades since then?
C- However the generation of duplicates indicates other flaws in your subscription process. Especially around identification. Do you allow duplcation of email ids?
D- Earlier in this thread you responded as if there was no contradiction between log and what is displayed on the follower lists. if you can’t reference my follower lists as displayed on my website how can you understand the problems reported?
E- Dex Tidd and dextidd are both on the same list why are you assuming they are on different lists
F- michelle2activ8netau and (email visible only to moderators and staff) are on different lists. The first had their name changed as part of a transfer process to add to confusion. Why?
G- of course i see these duplications! Why else would I be reporting them?
H- you contradict yourself by claiming that you need understanding and clarity when all you do is repeatedly bleat that there is no problem, because you can’t find anything in your logs. Can you please answer all my questions if you are genuine in analysing the situation?
I- I can’t verify what you claim is on your logs. I can only verify what you say is true to my experience, especially the /https://wordpress.com/people and emails received from WordPress. Logs are not the source of truth they are a tool for you to verify that the website is functioning properly. Why do you think my highlighting inconsistency is a claim that the logs are wrong?
J- I believe I have always responded to your questions. There are only two in this reply; which are about the duplicatioins that you previously ignored and did not try to seek clarity. I created a numbered list; so that we could track the evloution of the Q&A, but you chose to trash that with your summary. What are all these questions that you insist I am not answering?
K- Your conjecture seems to be that the logs are in perfect union with your databases, my website, and the emails. If you are upset by me seeking clarification by asking additional question; how do you want observed discrepancies in your responses is highlighted so that they are addressed? -
Let’s start over. Please start by reading our community guidelines, and abiding by them if you’d like any further help here:
https://en.forums.wordpress.com/topic/best-practices-community-standards/Going forward, we will also work on one issue/question at a time, as recommended in the guide, as that really helps with avoiding the confusion and frustration we’re seeing now.
I will start with the first question I noticed was not addressed, and once this is answered sufficiently we can continue on.
I understand you want to know whether people are actually reading your emails so you can unsubscribe anyone who is not. We don’t track whether an email is read. But here’s what we can see:
– Whether someone is subscribed
– Whether they’ve blocked all emails
– Whether we have sent a subscription email
– Whether their mail server rejected that emailWe don’t automatically unsubscribe anyone — including anyone who blocks all emails. Some people use this feature to pause subscriptions while they’re on vacation or studying for finals, for example.
If that’s a sufficient answer for that issue, let us know which one question you would like us to address next. Otherwise let’s get more clarity before proceeding.
And no more lists, unless it’s a list of email addresses. Thanks! And if you type addresses, go ahead and type the addresses normally so they’ll be hidden from public view. I noticed Michelle’s address wasn’t hidden very well above, so I’ll redact that for you.
Since you won’t be able to see the addresses you type, feel free to note them like this:
Michelle 1 – (email visible only to moderators and staff)
Michelle 2 – (email visible only to moderators and staff)And again, please do mind the guide about being patient and friendly. I understand you’re frustrated, but we’re doing our best, and will continue if you’ll work with us in good faith. Thank you!
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