Information to Include for troubleshooting Email delivery issues

To help us quickly investigate issues regarding Email deliverability, please provide the following information in your support request:

  • App Key (How to find the App Key)
  • Push ID (How to find the Push ID)
  • Date and Time of send, including 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?