Email tests don't arrive

Occasionally, you may experience your tests do not appear in your Litmus inbox as expected. Check these tips for possible reasons.

Your custom Litmus address

Our system needs to be able to find the unique identifier for your test, so make sure that you use your specific in the TO: field so it appears in the email headers. Some systems will put placeholder addresses in email headers for testing. If we can't find your Litmus test address in the headers, we won't be able to associate your test with your account.

Your email is digitally signed or encrypted

As a result of severe incompatibilities with older email clients, we are unable to process emails which are digitally signed or encrypted. These types of messages can cause older versions of Outlook to suffer from memory errors, for example, so overall it is best not to send these types of messages to your mailing lists.

Unexpected delays

Unfortunately due to the nature of the internet, sometimes there can be delays in receiving your email for testing. Most of the time, our system receives emails from clients within just a few seconds. After waiting one minute, our system will stop looking for your email because it's likely that something has gone wrong. Try going to your Inbox and refreshing the page. If there are any known problems with testing, we update our status page with details. 

Email HTML/CSS validation

An email test may have trouble producing results if there are errors in the HTML or CSS. We recommend running your email's HTML through the W3C Validator to check your HTML and CSS. Make any necessary changes and retest the email through Litmus.

Try a third party email account

Try sending your email from your ESP to an email account which is outside of your company (for example, a private Gmail or account). If the email is not received at that address either, then the problem is likely with your email service provider. Check their system status information if it's available. You may find some issue reported that is leading to delays.

If the email is received by your third party account, try sending your email test to Litmus again. If it still does not arrive, there may be an issue we can identify. Please contact support.

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