# Why some request emails were not sent

Source: https://help.testimonials.ltd/articles/request-emails-not-arriving

Testimonial requests are skipped on purpose for people who unsubscribed, already left you a testimonial, were asked in the last 30 days, bounced before or marked an earlier email as spam. This protects your customers and your sender reputation. Skipped emails do not count against your monthly allowance.

## See why an email was skipped

After you send, the results list each skipped address with its reason, for example:

- "Not sent: this person unsubscribed."
- "Not sent: this person marked an earlier email as spam."
- "Not sent: this address bounced before."

## The email was sent but never arrived

- Ask the person to check their spam or promotions folder.
- "The address does not exist (hard bounce)." means the address is wrong. It will not be emailed again.
- "Their mailbox refused it for now (soft bounce)." usually clears on its own.

## "Request emails are paused on this account"

If many emails bounce or get marked as spam, sending pauses to protect deliverability. Clean your list of old or guessed addresses, then email support@testimonials.ltd.

## You reached your allowance

Each plan includes a number of request emails per month, reminders included. See [Request email limits](https://help.testimonials.ltd/articles/request-email-limits).

## Related articles

- [Request email limits](https://help.testimonials.ltd/articles/request-email-limits)
- [Send testimonial requests by email](https://help.testimonials.ltd/articles/send-testimonial-requests-by-email)
- [Change the sender name and reply-to address](https://help.testimonials.ltd/articles/change-sender-name-and-reply-to)