When emails from your site are not delivered to admins or participants, it may have bounced. This can occur with all emails sent from your EngagementHQ site, including:
Newsletters
System emails, such as activation and password reset emails
Notification emails to admins
Acknowledgement emails to participants
What is an email bounce?
An email bounces when it is refused by a mail server. A repeat bounce is when an email has bounced multiple times and is logged on the bounce suppression list. The email address is then identified as invalid, and our system will suppress it.
You can differentiate between:
Soft bounces: when an email reaches a recipient’s mail server but bounces back before it can be delivered. This may occur occasionally because the recipient’s inbox is full.
Hard bounces: when an email can’t be delivered because the email address is invalid, if, for example, the domain name doesn’t exist or the recipient is unknown. This is not a complete list, and hard bounces will reoccur as an invalid address won’t become valid.
What can you do about it?
EngagementHQ does not store information about bounced system emails, but you can look at the newsletter metrics after a newsletter is sent. This will include how many newsletter emails bounced and the bounce rate.
Our support team can help you with removing a specific email address from the suppression or spam list and whitelist it for your EngagementHQ site. Please contact us via chat or email for help with email bounces.
Please note that we cannot redeliver emails that have bounced, or which appear on the suppression list, but we can attempt to ensure future emails are delivered.