Your campaign shows zero opens in the dashboard, but you received a success email from ContactMonkey. This occurs when security tools quarantine or hold emails after ContactMonkey successfully sends them.
Why This Happens
ContactMonkey marks a campaign as "Successful" when emails leave our system and are accepted by your email server. However, security tools like Microsoft Defender may quarantine emails after acceptance, preventing delivery to recipient inboxes. This creates a gap between technical delivery and actual inbox arrival.
Confirm the Issue
Before involving your IT team, verify that emails are actually blocked:
- Check if you received the email in your own inbox (if you were a recipient)
- Ask 2-3 recipients from different departments if they received the email
- Note the campaign send time and when you checked for opens
If multiple recipients confirm they didn't receive the email, proceed to the next step.
Request IT Support
Contact your IT or security team and provide them with:
- Campaign ID from your success notification email
- Send date and time of the campaign
- Approximate recipient count
Ask your IT team to:
- Run a message trace - This Microsoft tool shows where emails are in the delivery process and whether security policies blocked them
- Check quarantine policies - Review if emails were flagged as spam or phishing
- Release held emails - If emails are quarantined, they can be released to recipients
Prevent Future Issues
Your IT team can adjust security policies to ensure ContactMonkey emails reach inboxes. Share this article with them, which provides specific guidance for safelisting ContactMonkey domains and quarantine policies.
This article provides specific guidance for safelisting ContactMonkey domains and adjusting quarantine policies.