If you find that your emails are not delivered to yourself, colleagues or participants, it has probably bounced. It could be either of the following:

  1. Newletters
  2. Activation emails to participants
  3. Notification email to Admins

What is a Bounce?

A bounce occurs when a sent message is rejected by the receiving mail server. The most common causes for bounced email messages include a misspelled email address, a nonexistent email address, or a full recipient inbox. A repeat bounce is when an address has bounced, then bounced a second time and logged to the bounce suppression list, but you ask us to send to this recipient again. Our system will suppress the message, because it ‘knows’ that recipient address is bad.

Differentiating Soft and Hard Bounces

A soft bounce is an e-mail message that gets as far as the recipient’s mail server but is bounced back undelivered before it gets to the intended recipient. A soft bounce might occur because the recipient’s inbox is full.

A hard bounce is an e-mail message that has been returned to the sender because the recipient’s address is invalid. A hard bounce might occur because the domain name doesn’t exist or because the recipient is unknown.

A soft bounce can only happen once in a while, whereas a hard bounce can happen every time like an invalid email address cannot be suddenly valid.

Where can you find information about your email bounces on EHQ?

EHQ does not carry any information about bounced emails or action on them. When a newsletter is sent out, you can view the analytics for the Newsletter sent out in the Email section. (sample analytics image attached below). You can view information about how many get delivered, how many opened and clicked the newsletter.

How will the Support team handle this request?

If the email address is marked as SPAM, the Support team can assist you with removing the email address from the suppression list/SPAM list and whitelist it on the EHQ site. 

We cannot redeliver messages that have been Dropped or appear on suppression lists, but we will attempt future messages once the address has been removed from the list.

For more information on removing an email address from the Suppression list - https://sendgrid.com/docs/Classroom/Track/Drops/drop_reason_bounced_address.html

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