MailPoet/iOS 15 Mail Image Download Issue

  • There are other tickets which discuss this and none have resolved it. I am suggesting some things not pointed out in previous tickets:
    1. Images are not downloading in emails (only occurring on iPhone Mail app).
    2. It is not due to the privacy settings on my phone (all are turned off)
    3. Using the MailPoet email testing process, I get 9.9/10 (no issues of note).
    4. My website used MailPoet sending service (not sent from my Bluehost mail).
    5. A recent email from MailPoet themselves about price increase has no issues in image download on my phone in iPhone Mail app.
    6. The default MailPoet newsletter (including default logo) causes the same issue.
    7. Replacing the image with an image from a different/non-bluehost website causes the same issue.

    So it would seem iPhone is not blocking images due to BlueHost blacklist, or sending service (unless MailPoet does not use their own sending service for their communication with customers).

    Is MailPoet using their own sending service, or is there something special about the template they are using that iPhone mail does not take this action on?

    The page I need help with: [log in to see the link]

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Dani F. a11n

    (@danielinhou)

    Hi there @daviddepth ????!

    Thank you for reaching out to MailPoet Support!

    Can you verify that you have reviewed and performed all the steps in this article?

    https://kb.mailpoet.com/article/370-images-not-displayed-in-emails#apple-privacy-settings

    Cheers!

    Thread Starter daviddepth

    (@daviddepth)

    Yes, I have performed all of those things. I have tried everything I can find on the internet that others have tried and failed as well. There seems to be something about the way the image is referenced or about the something it seems.

    My original question is important to determining the issue:
    Is MailPoet using their own sending service, or is there something special about the template they are using that iPhone mail does not take this action on?

    If the answer to this question is yes, then it may not be a mailpoet issue as the marketing image is being displayed, which is also a url of an image.

    I’m not sure it’s a mail poet issue. I honestly believe its a Bluehost problem (possibly with SSL – because all looking at raw message source all the images come from https) and they won’t acknowledge it at all. The issue only happens on Mac Mail on Monterey and any iOS 15+ devices. If I use ANY other mail app (outlook, airmail) images load just fine. I’ve been to level 4 support with Apple and they assure me it is DEFINITELY not them. Now that iOS 15 is more mainstream now, I have customers who cant see their images so it is getting to be a BIG problem.

    Thread Starter daviddepth

    (@daviddepth)

    So how could Apple say it is DEFINITELY not them when this all worked (and still does) on apple products prior to iOS 15 and works with every other email client and browser rendering, including SAFARI on my iOS 15 device?

    Nothing has changed in the SSL certs for my sites on Bluehost, and, as mentioned above, all of this works in other email clients (no issues with certificates).

    In your interactions with Apple, have they been able to open up a debug log or something to see what the code is actually doing in choosing not to display the image (just alt text). It would seem that would be easy to recreate, and trap the issue. If an message was being displayed that it did not trust the certs (like it does when that is actually the issue) then I might believe that. However, since we get no such messaging, it seems clear the iOS 15 code is sensing a particular issue and taking an alternative path in the code to do what it is doing.

    I would not likely get access to Apple level 4 like you might as a provider of a paid service, so perhaps getting them to answer the above might prove beneficial for all.

Viewing 4 replies - 1 through 4 (of 4 total)
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