Got a 'How do I' question? Join 'Ask a Trainer' Monday to Friday, 11am to 4pm ET for instant help and pro tips!

Bounces

SOLVED
Go to solution
KennethD221
Rookie
0 Votes

It seems all emails to a Charter address are bouncing lately.

Any idea why?

1 ACCEPTED SOLUTION
William_A
Administrator

Hello @KennethD221 ,

 

It appears all the "Charter" addresses that are bouncing as suspended (or initially non-existent prior to suspension). If their ISP is reporting to us that the address is non-existent, there's not much either you or our Delivery team can do, as it's something on the receiving end claiming the email address doesn't exist. Ultimately, it's generally best to remove suspended bounces from your contacts.

 

If you believe the addresses should be valid despite their status, you can try unsuspending in your account. Another option would be to either call in, or reply directly to the @-mention email you receive from this response, to provide the contacts and get an administrative unsuspend for them. 

 

Whichever unsuspend path you choose to go with, as a follow-up I'd recommend doing a Quicksend of the last email they were supposed to receive. If we receive a report from their domain / ISP about them being 'non-existent' again, then they'll likely be put back into suspension. You can check this by going to the contact's engagement history right after doing the Quicksend.

 

If the non-existent bounce occurs again, then it may be worth reaching out to our Delivery team to see if they have any additional insight regarding that domain / ISP. 


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
William A
Community & Social Media Support

View solution in original post

1 REPLY 1
William_A
Administrator

Hello @KennethD221 ,

 

It appears all the "Charter" addresses that are bouncing as suspended (or initially non-existent prior to suspension). If their ISP is reporting to us that the address is non-existent, there's not much either you or our Delivery team can do, as it's something on the receiving end claiming the email address doesn't exist. Ultimately, it's generally best to remove suspended bounces from your contacts.

 

If you believe the addresses should be valid despite their status, you can try unsuspending in your account. Another option would be to either call in, or reply directly to the @-mention email you receive from this response, to provide the contacts and get an administrative unsuspend for them. 

 

Whichever unsuspend path you choose to go with, as a follow-up I'd recommend doing a Quicksend of the last email they were supposed to receive. If we receive a report from their domain / ISP about them being 'non-existent' again, then they'll likely be put back into suspension. You can check this by going to the contact's engagement history right after doing the Quicksend.

 

If the non-existent bounce occurs again, then it may be worth reaching out to our Delivery team to see if they have any additional insight regarding that domain / ISP. 


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
William A
Community & Social Media Support
  • Avatar

    Featured Article

    Use Sections to Build Email Campaigns Faster and Improve Engagement Rates

    Using Sections while designing your marketing email not only increases your own efficiency but helps you to deliver a more friendly, organized message. Check out some of the key benefits of using sections in email.

    See Article
  • Avatar

    Featured Thread

    Casual Conversations: What's your go-to playlist?

    If you listen to music while you work, share your playlist below so we can be inspired and maybe find some new music!

    View thread
  • Avatar

    Featured Thread

    Ready, Set, Send Reflections

    The Ready, Set, Send Challenge has finished! Let's reflect on the wins and accomplishments over the last six weeks.

    Join challenge
Updates
Just Getting Started?

We’re here to help you grow. With how-to tutorials, courses, getting-started guides, videos and step-by-step instructions to start and succeed with Constant Contact.

Start Here

73% of SMBs express doubt that their marketing strategy is effective. Does this sound familiar? Read our Small Business Now Report to learn how you can tweak your strategy to see better results.

Go read our article
Upcoming Webinars
NOV 14
'Tis the Season for Last-Minute Holiday Marketing
2PM - 3PM EST