Message Errors

In this section

• My message status says "bounced", what does that mean?
• My messages won’t send, the ‘Send’ button is faded
• Why am I not receiving messages for 'Status Change Notifications'?
• Why are emails not showing up in our/our customer's inbox?
• Messages are showing odd text, how do I fix this?

My message status says "bounced", what does that mean?

When a message is "bounced" it is never received by the recipient. At times, email servers can reject email for a variety of reasons including bad email address, the inbox is full, or server issues. 

You will want to attempt to send the message again using the correct email address. 

My messages won't send, the 'Send' button is faded

All fields (To, Subject Line & Body) have to be filled out in order to un-mute the 'Send' button.

Why am I not receiving messages for 'Status Change Notifications"?

If you are not receiving messages for 'Status Change Notifications', please check your spam folder. If the message(s) appear here, you will want to mark them as 'Not Spam'/'Friendly'. This will prevent future messages from being sent to spam.

Also, you may need to have your shop and/or customer add the emails and IP address shown in the next section to their whitelist/accepted list so that the email client's spam filter doesn't block Printavo messages.

Why are emails not showing in our/our customer's inbox?

From time to time, Printavo users and/or their customers will experience issues with receiving certain emails associated with Printavo. There could be many reasons why this is happening, but more often than not it is because of emails either going to spam or being rejected by the email server.

To help this from happening, please add (or have your customer add) the following emails and IP Address to your/their whitelist:

• messages@messages.printavo.com
• no-reply@messages.printavo.com
• hit-reply@messages.printavo.com
• IP Address: 198.2.178.88

Here are some articles for how to do this in Gmail and Outlook:

• Whitelist IP address in Gmail
• Mark or unmark spam in Gmail
• How to add an address or domain to safe senders in Outlook

If this does not fix the issue, please reach out to us at support@printavo.com and we will be glad to help!

Messages are showing odd text, how do I fix this?

If messages are showing odd text as shown below happens when the recipient of an email doesn’t have HTML allowed in their email client. When the customer responds, it garbles the response showing plain HTML. Unfortunately at this time, we don’t have a way of parsing that out clearly.