Undeliverable Emails

This article will run through some frequently asked questions around undeliverable emails and what may cause it to not deliver. 

The Undeliverable Email notification feature allows you to be notified when an email was unable to be sent.

When an email is unable to be sent you will receive an email to the nominated team member within your office.

The failure reasons are outlined within the email; however, some descriptions can be unclear. Below we go into more detail about what they mean.

1. Failure Reason: "Invalid email address entered"

• As it suggests, the email address provided is not valid. Please keep in mind some portals accept enquiries with invalid email addresses.

2. Failure Reason: "Not delivering to previously bounced address" 

• It is likely the email address is on the suppression list.

3. Failure Reason: "Not delivering to a user who marked your messages as spam"

• As it suggests, the recipient has previously marked emails coming from your email address as spam. Only the recipient can change settings to accept an email previously marked as spam.

Frequently Asked Questions: 

• What is the suppression list? 
  • When the system cannot send an email, the first time around, it will attempt to send it a certain number of times and once it reaches our quota, it places the email address on the suppression list.
  • This prevents the system from continuously trying to send the email indefinitely. Once an email address is on the suppression list, the system will not attempt to send any further emails to that email address again.

• What to do if you think an email address is on the suppression list?
  • Email the support team with the email address and they can check their records and remove it from the list at your request.

• How did a valid email address get on the suppression list?
  • The recipient's server can impact this.

1. If you would like these email failure notifications to go to another email address or wish to turn off this feature, the setting can be found in Settings > Admin > General Settings.

2. Navigate to Send Email Failure Reports. Enter in an email address and click Save.