How to remove a bouncing email from the list

  • Resolved trevorstokes

    (@trevortokes)


    2 years, 1 month ago

    The email address of one of our members has a status of Bounced. We can see no reason for it. The email address is valid. I can write directly to the member. The member does not think they were ever over quota, etc.

    It’s a Rogers account and we have a total of twenty members with that provider. All of the others are receiving email from MailPoet.

    Can the email address be removed from MailPoet’s list?
    If so, how do I communicate it to you? I didn’t want to include the member’s address here.

    • This topic was modified 2 years, 1 month ago by trevorstokes.
Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support AW a11n

    (@slash1andy)

    Automattic Happiness Engineer

    Hey there @trevortokes !

    Thanks for writing in to us.

    We have an article that explains the difference between hard and soft bounces, as well as how to remove them from your lists here: https://kb.mailpoet.com/article/180-bounce-management-in-mailpoet-3

    The info on that article will walk you through removing them from your list so that it doesn’t keep bouncing.

    Thread Starter trevorstokes

    (@trevortokes)

    Hi AW,
    I don’t want to remove it from my list. It is, as far as we know, a valid email address.
    We are using your sending service and I understand that you share the list of common bounces. I was wondering if this address got on that list. I set it back to “Subscribed” and after the next mailing it is “Bounced” again.

    In one forum response MailPoet I read that we could mail you the address in question and you can check if it can be removed.

    Thanks,
    Trevor

    Plugin Support AW a11n

    (@slash1andy)

    Automattic Happiness Engineer

    Hey again!

    If you believe that the bounce is in error, you can contact us to have us look further.

    Since that info is a bit private, we’d handle that via our support portal.

    Please contact us via https://www.mailpoet.com/support/sales-pre-sales-questions/ and include a link to this thread.

    We’ll be able to provide you with more information there.

    Cheers!

    Thread Starter trevorstokes

    (@trevortokes)

    Done! Thank you.

Viewing 4 replies - 1 through 4 (of 4 total)
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