I’m getting hard bounces from the same company domain

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I have hard bounces from groups of people from the same company. What could be going on?
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Cynthia

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Posted 5 years ago

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Tyler Scott, Employee

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Good morning! Can you please let me know which campaign these folks hard bounced along with the name of the company (domain name)? I’ll then take a look here on the back end to see what came back on the reply codes that we receive from their receiving servers. This hopefully will shed some light on why they’ve bounced.

Thanks!
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Cassie Berman, Alum

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Just checking in to see if you could provide the domain name that bounced as well as the name of the mailing that company's server rejected? We're happy to look into this, but we will need the specifics to get started. 
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Cynthia

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Cassie, where do I send this to? I don't want to post it out in the public space.
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Cassie Berman, Alum

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That's perfectly understandable. We Emma staffers can see who you're with when you post, so I'll drop you a line now, and we can continue working on this one on one.
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REALTECH, Inc.

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Hi. I'm not the original poster, but I can share a recent campaign that I had this happen in - SP: SAPinsider TAP Email 1.
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Cassie Berman, Alum

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I hopped into both of your accounts and pulled the bounce codes for your most recent mailings. In each case, the hard bounces came from a mix of domains rather than only one domain. So first off, I'd suggest reading up on the whys and wherefores of email delivery here in order to get a sense of the reason these emails may have bounced. 

Hard bounces are moved to error status in the group and marked as delivery type errors. They will not be mailed to again unless you change the status from error back to active. The article I linked to above should help you decide whether or not to do that, and this article walks you through the steps of a status change should you want to move them back to active. 

My two cents: if an email address has proved to be tried and true, and consistently receives your emails until one day it does not, then it's worth reactivating the address and trying to send to it again. Email delivery is a dynamic thing, and sometimes receiving servers have bad days where they bounce messages from legitimate, safe senders. Those problems often resolve themselves by the time you send again. While we don't advise making a blanket error to active status change for large groups of addresses, it's a good idea to reactivate bounces for familiar addresses in small batches, and then watch the response for subsequent sends to see if those emails receive normally next time out.

And if you'd like to take a more proactive role in improving your email deliverability, check out this guide.
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BookPage

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Hey Cassie & Tyler!

I'm having a similar problem with hard bounces from the same domains. Can I email my latest mailing's Error list to you guys to dig into? I'd love to know how we can get things fixed up.

Thanks!
MC
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Katie Lewis, Official Rep

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Hi Mary Claire! I’m jumping in for Cassie and Tyler. What’s the name/date of the mailing and the email domain that’s bouncing?
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Cynthia

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I have the same issue with entire company domains bouncing. I've gone through all of the suggestions in the Emma guide and still don't see anything glaring that could cause this issue. I've read that a high throttling rate (the rate of emails sent) could cause company filters to put us in the spam category. Is Emma willing to change the throttling rate?
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Katie Lewis, Official Rep

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We don’t have plans to change the throttling rate right now, but there has been a request to stagger emails, if you’d like to add your vote to that conversation. I’m still researching with our product team to get official word there.
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BookPage

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Hey Katie! Here's the mailing I'm interested in looking into:

REG: Extended deadline (for errors) sent today at 10:24am

Thanks!
MC

PS- That mailing was actually the Error list from a mailing we sent out yesterday. We used a gmail From Address, and I wanted to make sure that wasn't the problem before calling in backup. 
(Edited)
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Katie Lewis, Official Rep

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I’ve pulled the list of responses from these recipients’ servers, and most of them show that they’re invalid recipients or unknown users. Have you been successfully mailing to these addresses recently?

It sounds like you’re referring to this info about Gmail and other from addresses. We don’t recommend using Gmail, but in this case, it doesn’t look to be the reason these emails didn’t go through.
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BookPage

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Apparently they came from an outdated list... Let that be a lesson to us all! 

Thanks again. :)
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Katie Lewis, Official Rep

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Glad to hear it was as easy as that!
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Water Street Design

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Hey guys, it looks like my email campaign is having the same issues as the people above. Hard bounces on the email sent out to people in the same company. Their emails are up to date, is there any way we can fix this issue and get the emails sent?
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Adriane Smith, Customer Support Specialist

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Hi there, 

If these are all external addresses that are hard bouncing, but they are valid email addresses, you may need to pass along steps to the receiving end's IT team to ensure their SPF Record is up to date. This lets that server know that Emma is a trusted sender for routing the campaigns through. 

If it's an internal issue of hard bounced mailings, whitelisting Emma is the route to take. Let me know if this doesn't help and I'll be glad to dig in further! It will help to have the name of the campaign in question, if further troubleshooting is needed. 
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Laura Dickerson, Official Rep

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Hello there,

In looking at the reply codes, it looks like the domain that is bouncing needs to whitelist Emma. You can find the information to pass on here: http://support.e2ma.net/Resource_Center/Account_how-to/how-to-whitelist-emma . If you don't have the kind of relationship with that company that would allow you to have them whitelist, you could ask the recipients to be sure that they have added your sender info to their address books. That way their server should recognize you as a safe sender.