If you are experiencing issues with test emails not being received by your test contacts, you can follow the steps below to troubleshoot and understand the potential reasons:


1. If you have never received a test email:

  • It's possible that your IT department is blocking the emails.
  • Test emails are sent from the Force24 test send server mailing identity, which is different from your main mailing identity. 
  • Make sure you have whitelisted the following mailing identity: (84.18.201.167).
  • Note that some mail clients may classify test emails with the [TemplateTest] prefix in the subject line as junk or commercial emails.


2. If you previously received test emails but stopped receiving them:

  • The most likely cause is that your contact entry in the Force24 platform has been modified. To check, navigate to the "Contact" section on the left-hand navigation menu.
  • In the "Contact" section, select "Email Address" in the left-hand dropdown, choose the "equal" operator in the middle dropdown, and enter your email address in the right-hand dropdown.
  • If your record doesn't exist, you can change the operator to "contains" to search for your record using any part of the email address.
  • It's possible that you accidentally updated your email address while testing a data capture form on your website or microsite. Check for any leading or trailing spaces in your email address.


3. If you still can't find your record:

  • It's likely that you have overwritten your details by entering false information in a data capture form.
  • To resolve this, either go back to any data capture form and enter your correct details to update your entry, or create a new contact using the "Add Contact" function.
  • When creating a new contact, you can directly add them to your test marketing list using the "Marketing list" function in the popup window.




4. If your record exists and your email address is correct:

  • If your record is unsubscribed or marked as a bounce, click on the 'Active' status to re-enable the contact.
  • Check if your contact is tagged in the test marketing list you are selecting to send the test. Scroll through the "Active Marketing Lists" on the "Contact Detail" page to ensure the contact is included in the desired list.


If you have any questions, feel free to reach out to us through the live chat function available bottom right in your Force24 Platform. Our team is ready to assist you and provide support whenever you need it.