Email Receipt Issues

When you send email invitations to complete a survey using a contact list, there can sometimes be issues which prevent recipients receiving email invitations.

This can also apply to Email Triggers, Save and Continue mails, and report notifications. 

To ensure that emails are sent with the best chance of being delivered, it's important to focus on these elements of the message.

Contact List

  • Ensure your contact list data is valid and up-to-date.

Sender / Reply Email Address  

  • This must be a valid email address for responses to be sent to. You will need to verify the email address before you can send any emails.
  • Verifying the sending domain can also be very helpful. in particular, be aware that for Test email sends, many mail servers will automatically reject mail that is tagged as coming from their own domain that the server knows it did not send. Verifying the domain with DKIM and SPF will sort this issue.
  • If this is not possible, or if issues persist after doing the above, contact support. We have smartsurvey addresses and a domain that can be used, but we need to activate this for you.


  • Avoid long subjects with mixed numerals and capital letters, as these can be picked up as spam by recipients’ email filters.
  • Try and avoid words and phrases that would commonly be used in Spam emails.

Message Contents

  • Ensure any images used in the email have alt text.
  • For email tool survey invitations - Do not remove the [SURVEYLINK] tag. This will automatically be merged with the unique survey link for that respondent so they can be tracked correctly. If you need to add a custom variable to the link, or otherwise control how it's displayed in the email in detail, replace it with [SURVEYLINK_NL]
  • Check that any other URLs used in the email content are complete and load their targeted pages.
  • Try and avoid words and phrases that would commonly be used in Spam or Phishing emails.

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