Information to Include for troubleshooting Email delivery issues

If you are having an issue with your Airship email, you should contact Airship Support. To help us quickly investigate issues regarding Email deliverability, please provide as much of the following information as possible in your support request:

 

  • App Key (How to find the App Key)
  • Push ID (How to find the Push ID)
  • Date and Time of when the message was sent, including the timezone
  • Channel ID which should have received the email
    • Can be found by looking up an email address in the Device Lookup in Airship Dashboard or via API
  • How was the message sent, via the Dashboard or the API?
  • How many users are affected? For example, did the entire audience not receive the email, a smaller segment, or an individual user?

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