Pitch & Email Troubleshooting
There are common reasons why pitches may experience issues:
If the recipient’s email was invalid and resulted in a bounceback.
If there was no email address available when your pitch was sent.
If the recipient has requested not to receive pitches.
After sending your pitch, Muck Rack's team will personally research recipients categorized as an Issue. For more information on how to handle these issues, continue reading to view our Troubleshooting Guide.
⚠️ IMPORTANT: 'This recipient has requested to not receive pitches' will appear on pitches to a profile that has requested removal from the Muck Rack database, profiles that have been claimed and hidden by the journalists, and profiles that have been claimed by the journalist and the email on that profile has been hidden from view. These profiles will not be updated with an email, as Muck Rack's Editorial team will not override these user-entered settings.
Troubleshooting Guide
Issue | Solution |
Your test pitch failed to send | If you sent either a Test Pitch or a test Newsletter to your email address and did not receive it, please search for the subject line of the Pitch or Newsletter in your email inbox. In addition, please click through any spam or promotions folders.
If you’re unable to locate the email, there may be a situation where the email is blocked by a setting or filter within your organization’s email provider or settings. To resolve this:
If you’re not receiving the test Pitch or Newsletter to any email or your IT team has not indicated any emails have been blocked, please reach out to support by choosing the chat icon in the bottom right-hand corner of the screen and selecting Messages > Send us a message.
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You run into Exchange server technical errors. | If you receive technical issues on your pitch due to the Exchange server being too busy, you can easily turn off throttling in EWS to resolve the issue by following these instructions on this website. |
Your email sending limit is too low | If you are using email integration (i.e. you connected your email via the process outlined here) then you cannot request a sending limit increase. |
You Receive the Error: “Email address connection has expired or been revoked.” | Select Disconnect Email here.
If your Email Integration becomes disconnected, it could be for several reasons. The below steps might help reconnect you:
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You are struggling with Tracking UTMs | Apple Link Tracking Protection strips tracking-related UTMs from links shared in Mail, Messages, and Safari Private Browsing mode. Link Tracking Protection may affect your attachments. |
Your Pitch says Delivered, and you received a bounceback | In most cases, a pitch that shows as sent/delivered in Muck Rack means that your message was delivered to the recipient and there were no technical issues during sending.
However, sometimes you may receive a “bounceback” email—an email sent back to your email address. This means there was an issue with the recipient's email rather than a technical issue. (The recipient may have gotten a new email address, etc.)
We also recommend reviewing our Pitch Status & Issues article for more details. |
Your Pitch says it was Opened even though you received a bounceback |
For example, a journalist at a major corporation recently switched jobs. Their email address is no longer valid, but, given the security systems at large corporations, their IT team might have a firewall that opens all messages sent to their domain.
If you’d like to report a bounceback to Muck Rack so that we can help you find a new email address for a recipient, follow the instructions here.
We also recommend reviewing our Pitch Status & Issues article for more details. |
Your Pitch says Undelivered. | There are a few common reasons emails can become Undeliverable:
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Learn More in Help Center
We also recommend reviewing our Pitch Status & Issues article for more details.
Mail Privacy Protection
Mail Privacy Protection prevents the ability to determine whether or when an email has been opened.
Pitch recipients who have Mail Privacy Protection enabled may have their emails 'automatically opened,' which will:
Inflate the Opened rates in your Pitches
Present an Open rate corresponding with an automatic Open
If multiple recipients in your Pitch use Mail Privacy Protection, all of these recipients will present the same Open date and time
Pitches sent to contacts who use Mail Privacy Protection will continue to be delivered. However, we will not have the ability to accurately determine the date and time when Mail Privacy Protection contacts opened your Pitch email due to the feature.
NOTE: Clicked rates will still be reported for Pitch recipients who use most major email clients. Clicked rates will not be inflated or impacted by Mail Privacy Protection users that Pitches are sent to.
Get Help
For additional help, contact support by choosing the chat icon in the bottom right-hand corner of the screen and selecting Messages > Send us a message.
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