Why are there error members in my import results?

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Can you please tell me why out of 12932 Active Members I have 10542 Error Members? What does that mean?
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The Ark Church

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Posted 5 years ago

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Katie Watts, Support Team Manager

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Official Response
Hi there. Thanks for this great question!

I hopped into your account and took a look at the "*Everyone" group. It looks like the majority of the members listed on the error tab in that group got into error status because of past delivery trouble.

For all of the records on the error tab marked with "delivery" as the reason, it means that when that member was sent to in the past, there was a delivery problem where that email address was unable to accept the message. In the email world, we call that a "bounce."

There are two types of bounces -- hard bounces or soft bounces. A hard bounce indicates a more serious delivery issue (ex. the recipient's address is invalid, the server is rejecting your email as junk mail, etc.). Hard bounces are immediately moved to the error tab in your group, and they won't be emailed again unless you re-activate them. A soft bounce is usually more temporary in nature (ex. an overflowing inbox, a temporary server problem, etc.). Soft bounces remain in active status and will be tried again the next mailing. If they fail to get through for four consecutive mailings, soft bounces are then moved to error status.

Outside of bounces, there are only two other ways an address can get into error status in your account. If the error reason is listed as "format," it means that the email address was moved to error status upon importing because it was an improperly formatted address. The error reason "changed manually" means that the address was manually moved to error by the account administrator.

Hope this helps! Please let me know if you have any further questions on this. Always happy to assist!