Why Am I Still Not Getting Emails from the New Canaan Exchange Club?

Situation: The club uses Mailchimp, delivery shows “no errors,” but emails aren’t arriving For Optimum.net accounts using Microsoft Outlook

Understanding What’s Happening

Mailchimp saying “no error” means the email left Mailchimp successfully. It does not mean it arrived in your inbox. Optimum’s mail servers may be silently blocking or discarding it before it ever reaches you or Outlook.

Step 1 — Search Thoroughly in Outlook

Before anything else, let’s make sure it isn’t hiding somewhere.

  1. Open Outlook
  2. In the search bar at the top, type: newcanaanexchangeclub and press Enter
  3. Make sure the search is set to look in “All Mailboxes” or “All Folders” (check the dropdown near the search bar)
  4. Look through every result — including Junk, Deleted Items, and any folders you may have set up

Step 2 — Check Optimum Webmail Directly

Optimum filters email before it reaches Outlook. Even if Outlook shows nothing, the email may be sitting in Optimum’s own spam folder — or silently deleted there.

  1. Open a browser and go to: https://webmail.optimum.net
  2. Log in with your full Optimum email and password
  3. Check the Spam folder for anything from Mailchimp or the Exchange Club
  4. Also check the Trash/Deleted folder

This step is critical. If the email isn’t here either, Optimum’s servers are likely blocking it before it is stored anywhere.

Step 3 — Check if Optimum is Blocking Mailchimp

Mailchimp sends email from its own servers (not from the club’s computer), using addresses like @mail.newcanaanexchangeclub.com or a Mailchimp domain such as @mcsv.net. Internet providers like Optimum sometimes block large email marketing services.

Ask yourself:

  • Are you missing all club emails, or only the ones sent as bulk/newsletter-style messages?
  • Have you received any one-to-one email from a @newcanaanexchangeclub.com address directly?

If individual emails arrive but bulk Mailchimp ones don’t, Optimum is almost certainly filtering them as marketing mail.

Step 4 — Add Mailchimp’s Sending Address to Optimum’s Safe List

While logged into Optimum Webmail (https://webmail.optimum.net):

  1. Go to Settings (gear icon, usually top right)
  2. Find Spam Settings, Filters, or Blocked/Allowed Senders
  3. Add each of the following to your Allowed/Safe Senders list:
    • newcanaanexchangeclub.com
    • mcsv.net (Mailchimp’s sending domain)
    • mailchimpapp.net
  4. Save your changes, then ask the club to resend the most recent email and wait 10–15 minutes

Step 5 — Call Optimum Directly

If the above doesn’t work, Optimum may be blocking Mailchimp’s sending IP addresses at the server level — something you cannot fix yourself. Call Optimum and use the script below:

“I am not receiving marketing emails sent through Mailchimp to my Optimum.net account. The sender has confirmed delivery with no errors on their end. I believe your spam filters may be blocking emails from Mailchimp’s sending servers. Can you check whether any emails from the domain newcanaanexchangeclub.com or Mailchimp IP addresses are being blocked or discarded for my account? I’d like to whitelist them.”

Optimum Customer Support: 1-866-200-7273

Step 6 — Consider a Workaround While You Wait

As a temporary fix, ask the club to add your email address to their list with a Gmail, Yahoo, or other non-Optimum address if you have one. This will confirm whether the issue is specific to Optimum, and lets you keep receiving club emails in the meantime.

What to Tell the Club’s Email Manager

If none of the above resolves it, share this with whoever manages the club’s Mailchimp account:

“One of your members on Optimum.net (formerly Cablevision/Altice) is not receiving your Mailchimp emails despite confirmed delivery. Please check the following in your Mailchimp account: 1. Is this member showing as ‘subscribed’ and not ‘unsubscribed’ or ‘cleaned’? 2. Has their address ever had a soft or hard bounce? A single hard bounce causes Mailchimp to permanently stop sending to that address. 3. Can you send them a direct one-to-one test email (not a campaign) from your @newcanaanexchangeclub.com address to isolate whether the issue is Mailchimp-specific?”

The most likely culprits at this point are: (1) Optimum silently filtering Mailchimp emails, or (2) the member’s address being marked as “cleaned” or bounced inside Mailchimp itself.