Error contacts

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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?
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SEACAP Financial, Inc.

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Posted 3 years ago

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Sam Collis, Customer Support Specialist

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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)
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Doha Family

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Hi Sam -

We have three groups with a number of "error contacts" that should be working (270, 133 and 123). 

On the "back to active page" they note:  

If you feel an email address is inaccurately displayed as an error, please contact us before reactivating that address. We’ll gladly investigate the error status of any recipient or group of recipients and help restore it for you.

We have eliminated most of the typos in the largest group and are down to the "unknown" errors; we'll go through the other two groups in the coming days.

Should we engage MyEmma to assist with this so we don't damage out/your sending reputation? If so, how do we start that process? Alternatively, do you have other suggestions?  

Thanks!
 
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Grey Stepp, Support Team Manager

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Hi there Doha, 

I appreciate you looking out for us (and yourself) in that regard.  

For researching this, we will pull the bounce codes for a specific mailing.  This can tell you if the emails were bounced for being incorrect or if it was a security block.  It's a bit easier to do this for a single address or a single mailing.  Checking your account, it looks like these have been collecting for a while.  I'm not seeing anything that looks out of the ordinary as far as bounce rate, unless I just didn't get to that mailing.  

It is a small enough number that if you wanted to move all them back to active and attempt one more send, I don't think you'd see any issues with your sending reputation.  If you were to do it over and over again, that'd be different, but just once would be ok.  Again, just because it's just a few hundred. 

I did pop into your group "Magazine Manager" and saw a few format based ones, so you may want to take a quick look through them again.  You may also want to export them into a spreadsheet, make corrections, and then re-import them into a new group, just so you can keep track of them.  

If you'd like me to pull some bounce codes for you, let me know! 

- Grey 
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Roxanne Davis

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Thanks for the response, Grey.

We've exported them into a Gsheet and are removing the ones that we know to be dead emails (personal knowledge) as well as correcting the ones that are clearly due to typos (e.g. @hotmal.com). 

Is there a trick to correcting the ones and changing the status to "active" for that are clearly typos by using the "view this contact's record" option? It seems that it preserves the changes sometimes but not others, which is frustrating.
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Grey Stepp, Support Team Manager

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If it's seeming to "preserve the changes sometimes but not others", it's likely because the correct address is already in your account.  

If you have the corrected ones on a spreadsheet, the easiest thing to do is to just upload the new list, then delete the old ones.  Or you could go one-by-one and correct them.  But yeah, if the correct address is already in the account, it won't let you change the bad one to be that one, you should just go ahead and delete.
  
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Roxanne Davis

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Hi Grey - 

We've gone through three of our groups and have corrected the emails that are obviously incorrect; we also deleted those that I personally know to be no longer valid. One person on our team also googled all of the email addresses to see if he could come up with "hits" for valid emails. 

At this point we could set them all back to "active", but I think we'd prefer to have one more round of concrete elimination before we do that. Would you be able to run the bounce codes so we can wipe out any additional invalid addresses before we reset the remainder to "active"?

If so, please let me know the best way to proceed. We could email you the spreadsheets or give you access to the Gsheets.

Thanks so much!
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Grey Stepp, Support Team Manager

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Hey there Roxanne, I'm happy to grab you the bounce codes for a particular mailing or a few mailings, but it does have to be done on a "per mailing" basis.  

If you can point me to a (or some) mailing(s), I'll be happy to pull the codes and send them along!  
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Roxanne Davis

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Thanks Grey. Do I just paste a URL here? (I assume it's secure since a login is required?)
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Grey Stepp, Support Team Manager

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I'll shoot you an email to be sure... I just need the mailing name and dates / times. 
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Trails 2000

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Hi, we also have a large population of Error contacts (1300+). What is the best way to figure out if anything can be done? Is there a way to download an excel sheet that includes the 'reason' each individual bounced? Thank you.
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Grey Stepp, Support Team Manager

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Hi there Trails 2000, sorry for the delay in getting back to you here.  

We can download the bounce codes for specific mailings, and we're happy to pull those and send them your way.  There's not a way for us to pull the codes for all of your error contacts at once.  

Feel free to pass along some mailings if you'd like and I can get those pulled and sent to you.  

Cheers!
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Trails 2000

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Ok, can you pull the bounce codes for our mailing entitled: August 19, 2016 (sent 8/19/16), with 2414 delivered emails and 1193 bounced. This is the most recent example where we had such a large # of bounces because since Aug. 19, I have stopped sending to this "Error" group. Let me know if you can't find the mailing or need further information from me. Thank you!
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Grey Stepp, Support Team Manager

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Cool!   I went ahead and sent that to the email address associated with your account.  Feel free to respond to that email if you need more!