Managing Email Delivery Issues
Sometimes we are not able to deliver a message to one of your members. This may happen for any number of reasons and we'll explain a bit more in this article.
Notifications of Undeliverable emails are included in the Daily Administrative Notifications that are sent to the Organization Administrators.
You can also quickly view all of the members who have an email delivery issue in your channel by clicking on Members, then filter on Email Issue.
To view more information about an individual member, click on the Email Issue link.
Once in the record, you’ll be able to get more information about the status and any recent bounced messages.
If there was an issue sending to that email address, you'll see one of several statuses. The status is determined based on the information we receive back from the recipient's server. Depending on the reason the email was not delivered, our system may still be able to attempt future emails.
Permanent issues (Hard Bounces)
What this means: The user’s email server has indicated that the last email sent has failed. Please confirm that the email specified is valid. Future emails will NOT be delivered.
The statuses that you'll see in the system for these are:
- Bounced (email address may be edited)
- Dropped (email address may be edited)
Temporary issues (Soft Bounces)
What this means: The user’s email server has indicated that the last email sent has failed. Future emails will be attempted.
The status you'll see in the system is Blocked (email address may NOT be edited).
Other Email Issues
Marked as Spam
What this means: This user has marked an email as SPAM. Future emails will NOT be delivered. Your only option is to remove this member from your organization. The address may not be edited.
Needs Confirmation
What this means: We were unable to validate this user's email address. Please confirm that the email address specified is valid. Future emails will NOT be delivered.
How to fix it:
Email is NOT valid - Edit Email to correct it.
Email is valid- Confirm Email. Note: You should only confirm an email if you are sure it is correct. Once confirmed, future emails will be attempted, but if the address turns out to be invalid, it will bounce and no further attempts will be made.
Unsubscribed
What this means: This user has unsubscribed from all emails. Future emails will NOT be delivered.
If you have questions or need assistance related to email delivery, please contact us.
