If you find that your emails are not delivered to yourself, colleagues or participants, it has probably bounced. The emails sent from EnagagementHQ could be any of the following:

  1. Newsletters

  2. Activation emails to participants

  3. Notification email to Admins

  4. Acknowledgement emails

  5. Reset password emails

What is a Bounce?

A repeat bounce is when an address has bounced the second time and is logged to the bounce suppression list. If we try to send the message to the recipient again, our system will suppress it, because it identifies the recipient email address as invalid.

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 EnagagementHQ?

EnagagementHQ 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. You can view information about how many get delivered, how many opened and clicked the newsletter. For more information on newsletter recipient matrix, please refer to this article.

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 EnagagementHQ site. 

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

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

Contact our support team if you need any further assistance via chat or email support@engagementhq.com

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