Members not getting email subscription notifications - please read and reply with details

Discussion in 'Announcements, Feedback, Issues, & Guides' started by Nifty-Chicken, Oct 6, 2012.

  1. Nifty-Chicken

    Nifty-Chicken Administrator

    Hey everybody!

    BYC has over 150,000 members using hundreds of email providers. We send out a TON of email to members every day, many of which are subscriptions to posts, private message notifications, etc.

    Once in a while an email may not get delivered to the recipient. There are hundreds of potential causes for this, but here a few main reasons:

    1. Our system didn't send an email because a user is not subscribed to the item or they are unsubscribed from receiving all email (see below).
    2. After our system sends the email it is lost in one of the bazillion of touch points on it's way to your computer
    3. Your ISP (email provider, internet provider) may be blocking BYC's emails
    4. Your email system and/or software may be marking BYC's email as spam.

    We've found times where members have come up as "unsubscribed" to ALL emails from BYC. This happens for a few reasons, including:

    1. You click the link in an email from BYC that says "stop receiving ALL email from us (including private message notifications), please use our one-click unsubscribe." This removes you from ALL emails... PERMANENTLY.
    2. The emails to your host bounce. After our email system receives a handful of bounced emails (meaning your service provider isn't allowing the emails to get to your account) our system removes you from ALL emails.

    For this use case we have a new feature:
    Email Opt-In Now Visible to Users

    We get lot of requests from users who mention they can't get email from the site anymore, only to learn that the user themselves clicked the global unsubscribe link in an email, thereby opting out of all site email.

    We did some reorganization of the "Edit Account Details" page within the user profile to make things more transparent to users. You'll now see if they have opted out of all email, or only certain kinds. You'll also be able to opt back in yourselves!

    new settings:


    What it looks like when a user is opted out of all site email:


    You just has to re-check that box to resume receiving site email. Remember that if you want to change individual content subscriptions, that's done on the Subscriptions page of the site.

    If you are NOT getting emails from BYC, do ALL of the following:

    1. Triple check your spam filters to see if the BYC emails have gone there.
    2. Triple check your subscription settings here on BYC to make sure you are subscribed to the item you want to receive notifications on.
    3. Triple check the new email preferences setting in your profile
    4. Add [email protected] to your email system's address book, whitelist, safe-sender list, etc.
    5. If possible, test a different email address with a different provider. Some email providers (AOL for example) are notorious for not being super friendly to BYC and many other sites.
    6. If after doing ALL the steps above, reply to this post with a note that you've 100% done steps 1-5 above and let us know the day and time of your last email, and type (pm notification, thread subscription, etc.) of emails you are and are not getting from BYC.

    Again, we recognize that a relatively small percent of our members are having this problem but that it can be very frustrating for you. We thank you for you help and patience as we work through trying to fix these issues!
  2. abChicken

    abChicken Songster

    Mar 10, 2008
    Gaston County N.C.
    I am amazed that You have more hair than me[​IMG] If I had any in ur position it would not last long --Thanks for all your hard work AB
  3. Nifty-Chicken

    Nifty-Chicken Administrator

    hahaha... thanks! Fortunately so far all the stress has only been manifesting itself as exponentially more gray hairs vs. hair loss (knock on wood).
  4. Ray_n_Debi

    Ray_n_Debi Songster

    Jan 27, 2011
    South Carolina
    I am no longer receiving my emails. This is my second time now. I did notice that under my subscriptions I have several duplicate subscriptions to the same thread.
  5. babymakes6

    babymakes6 Gifted

    Feb 24, 2009
    far west Ohio
    And mine has ended again too. The last one was around 2 this morning, I think.
  6. Coopa Cabana

    Coopa Cabana My Coop Runneth Over . . .

    Aug 30, 2009
    My Coop
    Done steps above. My emails quit late last night.
  7. babymakes6

    babymakes6 Gifted

    Feb 24, 2009
    far west Ohio
    [​IMG] Yay! Thanks again!
  8. Nifty-Chicken

    Nifty-Chicken Administrator

    A quick note / update: We've determined that there is a correlation between the case when a bunch of members stop getting emails and this problem:

    Basically, the same script / program updates "recent topics" and also sends emails. When it is stuck, both stop working.

    So, if you notice that you're not getting emails, check the activity feed / recent topics... because it may be stuck.

    We've escalated this to the engineers to try to fix.

    ... just another thing to add to the hundreds of reasons why someone may not be getting emails.
  9. abChicken

    abChicken Songster

    Mar 10, 2008
    Gaston County N.C.

    Last edited: Oct 12, 2012
  10. dak

    dak geek dvm

    Mar 21, 2010
    I am not getting email updates. I have not changed anything on my profile. [​IMG]

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