Notice #73496
Improving

Deliverability Issues

Began:

Soft Bounce Update: Retries of emails that soft bounce will now stop after 24 hours if they are not accepted by the ISP, instead of the previous adjustment to 36 hours. This will help mitigate concerns around email relevance. It will also facilitate the resending of messages to email addresses with timeouts after one day.

More great news! We’ve expanded sending to subscribers with engagement ratings of 2, 3, 4, and 5 stars—including Gmail.

You can continue sending campaigns as normal. You do not need to segment your lists by engagement.

The WordFly engagement controls are still in place for a few more days. For lists over 5,000 only, your least engaged subscribers are automatically filtered out (0-1 stars).

Great news! We’re now seeing significantly increased delivery speeds to Gmail.

Customers can now return to normal sending for all ISPs and mailboxes, including Gmail.

Keep in mind that the WordFly engagement controls are still in place. For lists over 5,000 only, we are still automatically segmenting email behind the scenes. Only your most engaged subscribers will be sent an email. This will only be in place for a few more days, we hope.

We’re recommending you go back to sending as normal. We have put in controls to ensure your low engagement subscribers are segmented out. We expect these controls will be in place for only another week, but we will evaluate based on new data every day. Please bookmark these pages so you can stay up with the latest. If anything major changes, you'll see it here.

Read the sending recommendations. Updated August 7th
https://pages.wordfly.com/wordfly/pages/Deliverability-Update/

Read about issues with Google
https://pages.wordfly.com/wordfly/pages/Deliverability-Update-Google/

• Send as normal
• We are segmenting your list behind the scenes for a week or so
• You may still notice variances in your metrics. This is expected.
• Google delivery is significantly delayed. Plan accordingly if you can.
• Delivery and metrics will even out

We’ve posted a message explaining more about how we are addressing the ongoing deliverability issues. We’ve also published FAQs about deliverability and sending to Google. We’ll be updating both regularly.

A Message From WordFly: https://wfly.co/i0C4L

Deliverability FAQs: https://pages.wordfly.com/wordfly/pages/Deliverability-Update

Google FAQs: https://pages.wordfly.com/wordfly/pages/Deliverability-Update-Google

We’re seeing improvements with delivery today, so we’ve adjusted our sending controls. We’re now sending email to all new subscribers at all domains, including Google. Lists under 5,000 no longer have any restrictions. Automated campaigns continue to send to everyone.

To improve delivery of your emails to the inbox, we have implemented additional sending controls on all standard campaigns.
• We are temporarily suppressing email addresses with an engagement rating of 0, 1, or 2
• We are temporarily sending only to engagement ratings of 4 or 5 for Google domains
• We are temporarily filtering email to AT&T while they make manual adjustments to recognize our sending IPs

For improved deliverability, we are temporarily suppressing email addresses with an engagement rating of 0 or 1 for standard campaigns.

Our Deliverability Team has been continuing their work to proactively mitigate issues, respond to ISP requests, and identify areas of improvement for warming up neutral IPs. We are temporarily expiring retries of soft bounces after 36 hours instead of 72 hours. We continue to recommend sending mission critical emails early to the most engaged subscribers in your list when you can. Sending too high of a volume, too quickly, will result in your email being flagged as spam by many ISPs.

We are increasing our Adaptive Delivery throttling to improve delivery of emails based on ISP volume requests. You will likely see delayed delivery times. Read our statement about the decision behind our IP address updates and how we can help. https://bit.ly/30iNCl7

Based on ISP guidelines, we recommend that you...
• Send mission critical emails early
• Send to higher engaged (4-5 stars) subscribers when you can
• Once you see your performance normalize, include sending for 2-3 star subscribers
• When you receive your own emails be sure to click every link and download images. Add your address to your contacts.

We’ve published a statement about our recent infrastructure and IP address updates. We know many of you have questions, and we wanted to briefly explain what is happening, why, and how to get help with any of your email deliverability concerns. Please reach out to support@wordfly.com anytime with questions. https://bit.ly/30iNCl7

We’re seeing Gmail delays up to 12 hours. We recommend:
• Sending to higher engaged (4-5 stars) subscribers (especially Gmail) when you can.
• Sending mission critical emails early and perhaps send a follow-up.
• When you receive your own emails be sure to click every link and download images. Add your address to your contacts.

Soft Bounces with Comcast, Proofpoint, Cloudmark, and Gmail should be improving over the remainder of the week. We are working on known issues with AT&T, Yahoo, Hotmail, and other smaller companies. If you are seeing issues, we recommend sending to highly engaged customers and a slower warmup plan for these ISPs. Please refer to this guide on how to handle warmup with specific ISPs, like Gmail:
https://support.wordfly.com/hc/en-us/articles/360047075491

Test Emails: If you are still experiencing delivery problems with receiving test emails internally, please review our updated guide to handling test email related problems here:
http://support.wordfly.com/hc/en-us/articles/204767724

Soft Bounces: The increase we’ve seen in soft bounce rates is still occurring. But we are also seeing mail that was soft bounced eventually get delivered. As IP reputation increases and we continue to address blocks with ISPs, these issues will improve.

IP Reputation and ISPs: We are seeing positive signs of IP reputation increasing across the board. We are currently working with Gmail and Yahoo specifically to address IP concerns. Please refer to this guide on how to handle warmup with specific ISPs:
https://support.wordfly.com/hc/en-us/articles/360047075491

Test Emails: Some organizations are experiencing delivery problems with receiving test emails internally. We have updated our guide about how to handle test email issues:
https://support.wordfly.com/hc/en-us/articles/204767724

We do expect some intermittent deliverability issues to continue through the next week and we appreciate your patience as we work through the issues as they arise. If you encounter any new or increasingly problematic deliverability issues, please reach out to our team at support@wordfly.com.

We have resolved authentication and block issues with Proofpoint and T-Mobile. We are continuing to see intermittent blocks by ISPs and new issues arising with IP reputation. Some senders are seeing issues with Gmail and Yahoo, to be specific. Our Deliverability Team is working tirelessly to monitor and resolve these issues as quickly as possible. These issues are of the highest priority for our team and we will update this page as more information becomes available.

If you are having issues with receiving test emails, be sure to safelist your sending IP.

If you are seeing a higher soft bounce rate than normal or any other issues, please reach out to our team at support@wordfly.com.

Some ISPs are currently failing to recognize our authentication of the new IPs and as a result we are still seeing an increase in soft bounces. Our Deliverability Team is actively working with ISPs to address this issue. We’ve already made progress, but the issue is still active. The team is also monitoring the situation for new cases of issues related to IP authentication.

We still anticipate new requests for more information from ISPs and Block Lists to continue through the first few weeks of sending. Our team is managing these requests closely and working to resolve blocks as quickly as possible. We understand the urgency of getting to a resolution. We appreciate your patience as we do everything possible to get this issue resolved immediately.

Please get in touch with our team at support@wordfly.com if you have questions about your soft bounce rate.

We are seeing an increase in soft bounces with our recent move to new IPs. This may delay the speed at which emails are delivered for impacted addresses. Our Deliverability Team is actively monitoring all soft bounces, reviewing the specific messages being returned from ISPs and Block Lists, and following through on the requested information to continue the delivery of messages.

We anticipate requests for more information from ISPs and Block Lists to continue through the first few weeks of sending. Our team is managing it closely and working to resolve blocks as quickly as possible. If you have followed our IP warmup guidelines and you are seeing a higher soft bounce rate than normal, please don’t hesitate to get in touch with our team at support@wordfly.com.

  • WordFly Web Application
    • List Importing
    • Email Editor
    • Pages Editor
    • Blocks Editor
    • Image Editor
    • Inbox Preview
    • Campaign Reporting
  • Campaign Sending and Tracking
    • Standard Emails
    • Scheduled Emails
    • Automated Emails
    • Test Emails
    • Email Opens & Clicks Tracking
    • SMS Messages
  • Deliverability
    • IP Authentication
    • Sender Reputation
  • Media Hosting
  • Box Office Insight (Custom Screen)
  • Support Knowledge Base and Contact Form
Previous Incidents

[Resolved] Blank WordFly Custom Screen

Began: Ended: Duration:
  • Box Office Insight (Custom Screen)

We’re working on a resolution to reports of a blank custom screen inside Tessitura.

In the meantime, if you are logged into WordFly in a browser, you can check the same view using this link. https://go.wordfly.com/tessitura/custom/index.aspx?id= with a constituent ID at the end.

We are continuing to look into a possible certificate issue for the custom screen. While we work on a fix, we recommend logging into the page from a browser using the link described below.

After working closely with Tessitura, they’ve determined that an update needs to be made to the embedded web browser in the Tessitura application. It will be addressed in a future service pack. Until then, please contact Tessitura for details about the best workaround.

Alternatively, you can access the WordFly custom screen directly in your web browser. Log into WordFly and open this link with a constituent ID at the end:
https://go.wordfly.com/tessitura/custom/index.aspx?id=

Tessitura has provided instructions for an official, secure workaround for this issue. An update to the embedded web browser in the Tessitura application will be addressed in a future service pack. Please see the Tessitura Support Alert for more details. https://www.tessituranetwork.com/Items/Support/Alerts/2020/Wordfly-Custom-Screen-Issue

No further notices from the past 7 days.