Common Issues and Solutions
Issue: Message reports showing incomplete data
Solution:
Allow time for all reporting data to be captured from phone operators and process (may take up to 24 hours for complete statistics)
Refresh the page to ensure you're seeing the latest data
Check if any system notifications indicate reporting delays
If data remains incomplete after 24 hours, open an Eddy ticket from your dashboard Help widget
Issue: Unable to locate a specific message
Solution:
Use the search function with different keywords
Try searching by date instead of message name
Check pagination to ensure you're viewing all available pages
Verify that you have permissions to view the message
Check if the message might have been deleted
Issue: Discrepancies between different report metrics
Solution:
Understand that different channels have different reporting methodologies
Allow time for all metrics to finalize (some may update faster than others)
Check for system notifications about known reporting issues
Export raw data for manual verification if necessary
Open an Eddy ticket for help reconciling discrepancies
Frequently Asked Questions
Q: Can I see who opened my message?
A: For email and app notifications, you can see aggregate open rates. For text and voice messages, delivery confirmation is available but not open tracking.
🐞 "Dropped" or "Failed (Dropped)" on Yahoo/AOL and similar providers: the recipient's email provider blocked the message before delivery (often a prior bounce, spam complaint, or stricter sender rules). This is a provider-side block you can't change from the admin — open an Eddy ticket with the affected address.
ℹ️ If an entire email domain is failing (e.g. every address at one district), the cause may be email-authentication records. See DNS Overview and DNS FAQs for SPF/DKIM, then route to Eddy if records look correct.
Q: Why do some messages show "Failed" status?
A: Messages can fail for various reasons, including:
Invalid recipient contact information
Network or delivery service issues
Content flagged by security systems
Recipient opt-outs or blocking
View the detailed message report for specific failure reasons.
Q: Why do the Monthly Totals sometimes differ from individual message reports?
A: This can occur for several reasons:
Monthly Totals may include automated system messages
There might be a time lag in data synchronization
Messages sent near month boundaries might be counted differently
Open an Eddy ticket if you notice significant discrepancies.
Q: How can I tell if my message went to spam folders?
A: The system cannot directly track spam folder placement. Consider:
Reviewing your message content for spam triggers
Checking for abnormally high bounce rates
Testing delivery to various email providers before mass sending
Still need help?
To open a ticket: log into your Edlio admin site, click the Eddy chat icon in the bottom-right corner of the dashboard, and describe what you're seeing (message name, channel, and the recipient's email/phone if relevant). Eddy will route you to a support agent.