Bounced emails that were not previously bounced

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I sent a campaign on Monday, March 28 to our temporary employees instructing them to click a link to sign an updated Discrimination, Harassment and Retaliation Prevention Policy. I received 28 hard bounce notifications from an email domain that has previously received our emails with no problem.

I'm really confused as to why they all of a sudden are a hard bounce when they were not just a few days earlier. I contacted a friend who works in this school district to see if they recently made any updates to their email server, and she said no. Would you be able to provide some mroe information or insight on your end? Thanks so much!

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AVID Center

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Posted 3 years ago

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Adriane Smith, Customer Support Specialist

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Official Response
Hi Sara!

Thank you for the question. We encounter this from time to time, and luckily, there's a set of steps to resolve this. Sometimes the filtering on a server can reject emails being routed from your domain to the same domain when send through Emma. This is something that is normal for you to have not encountered and then all of a sudden have run into, just due to the nature of all the factors playing into this.

If these are internal contacts, you'll want to get your IT personnel to whitelist Emma. If these domains are external, you'll want to get your IT personnel to update your SPF record. Taking steps for both definitely won't hurt, but either should resolve the problem.

Once the steps have been completed, you can change those 'error' contacts to active and they should receive your next mailing without trouble. Please let me know what questions you have about this! Happy to help.