Email address keeps hard bouncing and moving to Error

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  • Problem
  • Updated 6 years ago
  • Not a Problem
  • (Edited)
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An email address that we know (it's a work email that the recipient uses all the time) is good keeps showing as an error with a hard bounce when I send campaigns. All other people at his company are receiving emails from Emma. Any idea what's happening?
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Lauri Wooley

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Posted 6 years ago

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Katie Watts, Support Team Manager

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A bounced email is essentially an email that the receiving server didn't accept and it "bounced" back. There are soft bounces, which can be more temporary in nature, but a hard bounce indicates a more serious delivery issue. Sometimes that means the recipient's address is invalid, the server is rejecting your email as junk mail, etc. Hard bounces are immediately moved to error status in your account, and they won't be emailed again unless you reactivate them.

I did a little checking in your account to see if I could spot the particular email address in question. If you’re referring to the one recipient that hard bounced when you sent your Dec. 2 email at 5 a.m., I know exactly the trouble. Looks like that member has a typo in their email address ... it ends .con instead of .com.

I see that you’ve reactivated that member record several times after it’s been moved to error status. When you go back in to the record to move it back to active status again, please be sure to also update that email domain before you save. We’ve got some great guidance on updating member records in our online help section, in case you need it!