Error contacts

  • 1
  • 1
  • Question
  • Updated 2 years ago
  • Answered
Some contacts in one of my Groups are being catagorized as "Error" while I know some of the email addresses are correct .. what are some of the causes?
Photo of SEACAP Financial, Inc.

SEACAP Financial, Inc.

  • 1 Post
  • 0 Reply Likes

Posted 2 years ago

  • 1
  • 1
Photo of Sam Collis

Sam Collis, Customer Support Specialist

  • 252 Posts
  • 59 Reply Likes
Official Response
Hi there!

Thanks for a great questions.  A contact can be moved to Error status for three reasons:

Delivery: If there is a delivery problem where that address was unable to accept the message, the mailing will "bounce." Hard bounces are moved to Error status in the group and marked as a Delivery type error. If an address soft bounces in four consecutive mailings, it will be moved to error and also marked as "Delivery."

Format: Format errors are moved to the Error tab upon import because there is a problem with the formatting of the address.

Changed manually: this is set for the reason of any bounce that is not format (bad import) or delivery (actual bounced message) related. This will include any status shift from active to error made in the app (when a customer does this manually) or via the API. Some of Emma's infrastructure that resides outside the app utilizes the API to change member statuses (the FBL), so this does not always represent customer activity.

You'll be able to see the reason why a contact has been moved to Error status by taking a look at the Error tab on your Audience page.  You are able to change a contact's status back to active if you believe they are legitimate email addresses but do so with caution as repeated sending to bad addresses can diminish yours and Emma's sending reputation moving forward.

I hope that helps -- please let me know if you have any follow-up questions :)
(Edited)