Your email has disappeared. There could be a number of reasons why this has happened, so here are a few steps to try before you contact support.
First, confirm if the message is on the PoliteMail Server.
1. Stuck in Scheduled Sends
Go to Outlook > Inbox > PoliteMail > Campaigns > Scheduled Sends
All messages enter this view briefly when sent through the server regardless if they are scheduled. If it is stuck here, it is likely disabled.
Select the row, scroll to the right, select Edit.
Go to the 2nd column
Check On the checkbox
**If the message is already checked, it is likely waiting or currently replicating for delivery.
If this doesn’t solve the problem, move on to Step 2 and check to see whether the message is stuck in Mailflow.
2. Stuck in Mailflow **Please note only admins can start and stop mailflow**
Go to PoliteMail > Settings > My Profile
Scroll to the bottom of the screen under Preferences and click on View Server Information.
Under SMTP Service look at Message in Queue, if it is not 0 (zero), these message are stuck on the PoliteMail Server. If this is the case, also confirm under SMTP Service START is grayed out and STOP is not.
If START is not grayed out and STOP is, click START.
3. Is this message recording results?
If it is recording results it may still be delivering from the internal mail system, if the report is stating 0 (zero), try updating it manually
Click here to learn how to manually update your report.
4. Stuck in transit
If the above options are clear, the message is likely stuck in the exchange, in this case your IT team will be able to assist and release the messages.
Not in the above solutions? There may be another cause.
5. Sent Without Tracking Enabled
If this message was sent from a draft, tracking may not have been enabled, please confirm if anyone has received the message. You can prevent this from happening in the future by going to PoliteMail > Preferences and clicking on the Prevent Unintentional Sends. This will warn you if you are sending to a Distribution List without tracking on.
6. Use the To: field when sending to Lists
If using PoliteMail lists, Exchange will not recognize the email address on the list and will not deliver to those recipients, however any individuals or Distribution lists will receive the untracked message. To make ensure that everyone on the list is getting a copy of the message, click on the To: field when entering in your mailing list, instead of typing it in.
7. Only send from one Outlook window. Close any extra windows from Outlook you may have open.
8. Never made it to the PoliteMail Server
This indicates a connection issue to the PoliteMail Server. Closing Outlook, clearing your cache, and then reauthenticating into PoliteMail will provide a fresh connection. Click here to learn how to clear your cache
To Re-Authenticate PoliteMail go to Outlook > PoliteMail > Server Connection > Press OK
9. Send yourself a tracked email with nothing in it
Test to see if your messages are going to yourself. If this is working, try sending your message to yourself and a few others using PreFlight Test Send.
If none of these options work, please contact Support by clicking the Request Support button.