Use this reference to interpret statuses and failure reasons in the Email Delivery Hub.
Sent-email delivery statuses
| Status | Meaning |
|---|---|
| Sending | Aiwyn is processing the email; it has not yet reached the recipient's mail server. |
| Delivered | The recipient's mail server accepted the email. |
| Opened | Aiwyn recorded an open event. |
| Clicked | Aiwyn recorded a click on a link in the email. |
| Bounced | The email was sent but rejected by the recipient's mail server. |
| Mixed | A multi-recipient email produced different outcomes. Expand the row to see each recipient's status. |
Statuses advance. A row that shows Clicked was also delivered and opened; it shows the furthest recorded event.
Delivered means a mail server accepted the message, not that a person read it. Open and click tracking can undercount because it depends on the recipient's mail client.
Bounce types
| Type | Meaning | Typical cause | Next step |
|---|---|---|---|
| Soft bounce | Temporary delivery failure. | Full mailbox or temporarily unavailable mail server. | Resolve the temporary condition, then resend. |
| Hard bounce | Permanent rejection. Aiwyn blocks later sends to that address until the block is cleared. | Address or domain does not exist. | Correct the address at its source and ask Aiwyn Support to clear the block. |
| Blocked | The address exists, but the recipient's mail system rejected the message. | Domain or sending IP blocked by the recipient. | Ask the recipient's IT team to allow your firm's sending domain and Aiwyn's sending IP ranges. |
Pending and failed-email reason codes
A failed email never went out. It appears on the Failed tab rather than the Sent tab.
| Reason code | Hub display | Meaning | Can retry? |
|---|---|---|---|
INVOICE_NOT_FOUND | Invoice Not Found | The invoice number could not be matched. For CCH firms, posting data may not have synced yet. | Yes, after the PMS sync completes. |
NO_RECIPIENT | No Recipient | No valid recipient email address was found. | Yes, after adding or correcting the address. |
FAILED_SENDING | Failed Sending | Processing reached the sending step, but the send failed. | Yes; retry after the transient issue is resolved. |
ZERO_INVOICE | $0 Invoice | The invoice amount is zero and is excluded from delivery. | No; by design. |
INVOICE_PAID | Invoice Paid | The invoice has already been fully paid or allocated. | No; by design. |
INVOICE_DEACTIVATED | Invoice Deactivated | The invoice is inactive or deactivated. | No; by design. |
INVOICE_AGE_LIMIT | Invoice Age Limit | The invoice is older than the firm's configured reminder threshold. | No; by design. |
Email data flags
These describe the email's contents, not whether it arrived.
| Flag | Meaning |
|---|---|
| Without recipients | The email was generated without a recipient address. |
| Without attachments | The email was sent without an expected attachment. |
An email can be Delivered and still show Without attachments.
Related
- Email Delivery Hub reference
- Troubleshoot a failed client email
- Find and resend a client email
- Email sending IP ranges