Email addresses are blacklisted by Astute's third-party provider if they have:
- hard bounced (ie sent to an email address that doesn’t exist); or,
- been reported as spam by the recipient
When a communication is sent from Astute and the third party flags that a recipient email address has been blacklisted, the address will be added to Reports > System History > Email Blacklist.
The Email Blacklist report details the date an email address was added and the reason for blacklisting. You can use this report to identify users who are not receiving emails and determine why this is happening.
If you need an email address to be removed from the Email Blacklist, please contact Support with the relevant details.
Below are some common errors regarding email addresses and why they might be blacklisted. The error messages may differ depending on the receiving server.
|'RecipientNotFound'||Generally, this means the email address does not exist.||Check the email address and confirm it is current.|
|'Unknown mail server'||
The server in the email address does not exist.
|Check the server details in the email address are correct. Check for blank spaces at the end of the email address.|
|'Permanent bounce from recipient address'||The email address doesn't exist||Check the email address, update it in the employee profile.|
|Email validation issues||
This could be a variety of things. Please check the rest of the message in the 'Reason' column for more details. Some things to check:
|Fix the relevant error in the email address in the employee profile.|
|[recipient] reported this message||The recipient has reported the email as Spam||
Ask the recipient to mark your 'From' email address as safe/whitelisted in their email settings.
You can view your 'From' email address in the Communication Log by expanding any sent email.
Once the recipient has updated their settings, contact Support to have the email address removed from the Blacklist.