Bounced email addresses Follow

A Bounce is determined when you send out a message to a recipient and the recipient’s server bounces the message back to us.

There are two different types of bounces:

  1. Temporary (or soft bounce)
  2. Permanent (or hard bounce)

To find out more about bounces including how to manage these, please read on in this article. Here is a list of what we will be covering (click to skip ahead):

Temporary Bounce

Your contact would be flagged as a temporary bounce in instances where that message is unable to go through at this particular time.

The most common cause of this, is that the recipient’s inbox has reached maximum capacity. Re-trying the send at a later time or date may prove successful.

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Re-send a Message to Temporary Bounces

To re-send a message to a temporarily bounced contact:

  1. Click Manage Bounces in 'Reports'



  2. View Temporary



  3. Select all
  4. Click ‘Resend email to Contacts’ from the Actions menu.



Temporary bounces can usually be sent to again a period of time after an email send has been attempted. For example, you might make it a routine to re-send to your temporary bounces 24 hours after your initial send. This period of time will allow any issues that caused the temporary bounce to hopefully be resolved.

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Permanently Bounced Contact

If your bounced contact is flagged as a permanently bounced contact, it means that the email address is no longer valid and no emails will be sent to the recipient.

Some of the common causes of a hard bounce is that the domain no longer exists or that the mailbox has been disabled.

The system will automatically deactivate permanent bounces to save you from sending to this contact again. They will also be removed from your list if you try to upload them again.

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Removing Deactivated Contacts / permanently bounced contacts from your List

If a contact that you send to returns a permanent bounce, the system will automatically deactivate this contact for you to save you from sending to this contact again - which can affect your sender reputation.

Therefore, to maintain a clean list you may like to delete these types of contacts from your lists (it will also help keep your database size down).

To search for deactivated contacts from your lists and delete them:

  1. Go to the 'Contacts' page in your account
  2. Use the folder and list drop down menu's up the top of the page to find the list that you wish to delete deactivated contacts from.
  3. You'll then need to use the 'Advanced Search' tool to find all contacts who have been deactivated by using the below criteria:



  4. Once you have your search results of all deactivated contacts in this list, you will select all and then choose 'Delete' from the 'Actions' menu. (please note: we recommend to download this list of contacts prior to deleting so you can save a record for your reference!)

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Managing Bounces

If you wish to view all bounces in your account, this can also be viewed directly in your contacts section (not just on the reports) by following these steps:

  1. Go to the 'Contacts' menu in your account
  2. Click 'Bounces' found up the top
  3. Select which message you wish to view the bounces for and select 'View Bounced Detail'



  4. This will display a breakdown of all temporary and permanent bounces from this send



  5. From here you can choose to re-send to the temporary bounced contacts or search and delete the deactivated contacts as per the steps provided above.

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Bounces and bounce codes

If you encounter bounced emails in your reports, the reasons that you see and the type of bounce, is supplied directly by the receiving mail server and we simply display what they told us back to you.

There are, from time to time, false positives however, all bounce data should be considered accurate at the time the bounce was recorded. 

If you believe there is a false positive, we would recommend getting in contact directly with the recipient to follow up.

Here is a list of bounce codes for your reference.

Status

Bounce type (Permanent  / Temporary)

Description

Explanation

Typical reasons

What can you do

0

Temporary 

Unknown Error

The mail delivery system was unable to determine the cause of the error

 

 

1

 Temporary

Other address status

Something about the email address specified in the message caused this error.

 

 

1.1

Permanent

No such Mailbox

The mailbox specified in the address does not exist. This usually means the address portion to the left of the @ sign is incorrect, or you have specified the wrong domain.

Incorrect Email Address

Check Email Address, deactivate contact

1.2

Permanent

Incorrect Domain

This usually means the address portion to the right of the @ is invalid.

Incorrect Email Address

Check Email Address, deactivate contact

1.3

Permanent

Bad Mailbox Syntax

The destination address was syntactically invalid.

Incorrect Email Address, Address contains bad characters.

Check Email Address, deactivate contact

1.4

 Temporary

Destination mailbox address ambiguous

The mailbox address specified, matches one or more recipients on the destination system.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

1.6

Permanent

Mailbox has moved

The email address provided was at one time valid, but mail is no longer being accepted for that address.

Email Address no longer valid - owner has left the company they used to work for etc,

Change Email Address

1.7

 Temporary

Bad sender's mailbox address syntax

The sender's address was syntactically invalid. The destination server did not accept the senders email address as a valid email address.

From Address set against your email is incorrect/badly formatted

Change Email From Address

1.8

 Temporary

Bad return address

The domain name specified in the senders email address does not exist, or is incapable of accepting return mail. This means the address portion to the right of the @ in your email address, is invalid for mail.

From Address set against your email has the wrong domain

Change Email From Address

2

 Temporary

Unknown Mailbox Error

The mailbox exists, but something about the destination mailbox has caused an error.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

2.1

Permanent

Mailbox disabled

The mailbox exists, but is not accepting messages. This may be a temporary problem, although the mailbox may never be re-enabled.

Mailbox is disabled - Owner may have switched companies

Check Email Address, deactivate contact

2.2

 Temporary

Mailbox full

The destination mailbox is full because the user exceeded their storage quota. The recipient may be able to delete messages to make more space available.

Mailbox is full, user has not checked email for a while.

Try resending later, once mailbox owner has checked their email

2.3

 Temporary

Message too big

A per-mailbox administrative message length limit has been exceeded. This status code should be used when the per-mailbox message length limit is less than the general system limit. This code should be used as a permanent failure.

Email too big

Check size of email/size of HTML

2.4

 Temporary

Mailing list expansion problem

The mailbox is a mailing list address and the mailing list was unable to be expanded.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

3

 Temporary

Unknown Processing error

The email address appeared to be valid, but the destination system was unable to process the message.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

3.1

 Temporary

Mail system full

Mail system storage has been exceeded. The general semantics imply that the individual recipient may not be able to delete material to make room for additional messages. This is useful only as a persistent transient error.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

3.2

 Temporary

System not accepting network messages

The host on which the mailbox is resident is not accepting messages. Examples of such conditions include an immanent shutdown, excessive load, or system maintenance.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

3.3

 Temporary

System not capable of selected features

Selected features specified for the message are not supported by the destination system. This can occur in gateways when features from one domain cannot be mapped onto the supported feature in another.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

3.4

 Temporary

Message too big

The message sent was larger than the per-message size limit.

Email too big

Check size of email/size of HTML

3.5

 Temporary

System incorrectly configured

The system is not configured in a manner which will permit it to accept this message.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

4

 Temporary

Undefined network status

Something went wrong with the networking. There is no more information available.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

4.1

 Temporary

Server too Busy

The email delivery attempt was not accepted, either because the remote server was busy, or otherwise unable to accept a message.

Can be caused by a number of factors, the result of a volume of mail being sent to a particular host and/or a high number of invalid mailboxes sent to as part of the send.

Clean DB, try resend.

4.2

 Temporary

Server Drop out

A connection to the users mail server was established, but was otherwise unable to complete the message transaction. This may be due to a time-out, or inadequate connection quality.

Remote server is overloaded or misconfigured.

Contact remote Mail Admin, or try resending

4.3

 Temporary

Directory server failure

The network system was unable to forward the message, because a directory server was unavailable. This is useful only as a persistent transient error.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

4.4

 Temporary

Unable to route

The mail system was unable to determine the next hop for the message because the necessary routing information was unavailable from the directory server.

Remote server is unreachable/not connected to Internet.

Contact remote Mail Admin, or try resending

4.5

 Temporary

Mail system congested

The mail system was unable to deliver the message because the mail system was congested.

Too much mail being delivered to remote server

Contact remote Mail Admin, or try resending

4.6

 Temporary

Routing loop detected

A routing loop caused the message to be forwarded too many times, either because of incorrect routing tables or a user forwarding loop.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

4.7

 Temporary

Delivery time expired

The message was considered too old by the rejecting system, either because it remained on that host too long or because the time-to-live value specified by the sender of the message was exceeded. If possible, the code for the actual problem found when delivery was attempted should be returned rather than this code. This is useful only as a persistent transient error.

 

 

5

 Temporary

Protocol Error

Something was wrong with the protocol necessary to deliver the message to the next hop and the problem cannot be well expressed with any of the other error codes.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

5.1

 Temporary

Invalid command

A mail transaction protocol command was issued which was either out of sequence or unsupported. This is useful only as a permanent error.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

5.2

 Temporary

Syntax error

A mail transaction protocol command was issued which could not be interpreted, either because the syntax was wrong or the command is unrecognized. This is useful only as a permanent error.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

5.3

 Temporary

Too many recipients

More recipients were specified for the message than could have been delivered by the protocol. This error should normally result in the segmentation of the message into two, the remainder of the recipients to be delivered on a subsequent delivery attempt. It is included in this list in the event that such segmentation is not possible.

 

 

5.4

 Temporary

Invalid command arguments

A valid mail transaction protocol command was issued with invalid arguments, either because the arguments were out of range or represented unrecognized features

Problem with remote server configuration

Contact remote Mail Admin, or try resending

5.5

 Temporary

Wrong protocol version

A protocol version mis-match existed which could not be automatically resolved by the communicating parties.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

6

 Temporary

Email Content Rejected

Something about the content of your message caused it to be considered undeliverable.

Spam Filter, Blacklist or Manual Restriction at Remote Server

Check your From Address/Name, Subject, Email Content and perform a Content Analysis.

10

 Temporary

Content Filtered

The message has been flagged as spam by the recipient's system.

Spam Filter, Blacklist or Manual Restriction at Remote Server

Check your From Address/Name, Subject, Email Content and perform a Content Analysis.

6.1

 Temporary

Media not supported

The media of the message is not supported by either the delivery protocol or the next system in the forwarding path. This is useful only as a permanent error.

Could indicate that remote server wont accept HTML or plain text emails

Try a different type of email

6.2

 Temporary

Conversion required and prohibited

The content of the message must be converted before it can be delivered and such conversion is not permitted. Such prohibitions may be the expression of the sender in the message itself or the policy of the sending host.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

6.3

 Temporary

Conversion required but not supported

The message content must be converted to be forwarded but such conversion is not possible or is not practical by a host in the forwarding path. This condition may result when an ESMTP gateway supports 8bit transport but is not able to downgrade the message to 7 bit as required for the next hop.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

6.4

 Temporary

Conversion with loss performed

This is a warning sent to the sender when message delivery was successfully but when the delivery required a conversion in which some data was lost. This may also be a permanant error if the sender has indicated that conversion with loss is prohibited for the message.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

6.5

 Temporary

Conversion Failed

A conversion was required but was unsuccessful. This may be useful as a permanent or persistent temporary notification.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

7

 Temporary

Other or undefined security status

Something related to security caused the message to be returned, and the problem cannot be well expressed with any of the other provided detail codes. This status code may also be used when the condition cannot be further described because of security policies in force.

Could be the mail servers for these domains are filtering the emails, and in this case, not allowing them through.

Content analysis, request whitelisting

7.1

 Temporary

Delivery not authorized

You were not authorized to send your mesage to the destination. This can be the result of per-host or per-recipient filtering.

Spam Filter, Blacklist or Manual Restriction at Remote Server

Check your From Address/Name, Subject, Email Content and perform a Content Analysis.

7.2

 Temporary

Mailing list expansion prohibited

The sender is not authorized to send a message to the intended mailing list. This is useful only as a permanent error.

Problem with remote server configuration

Also, check email address

7.3

 Temporary

Security conversion required but not possible

A conversion from one secure messaging protocol to another was required for delivery and such conversion was not possible. This is useful only as a permanent error.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

7.4

 Temporary

Security features not supported

A message contained security features such as secure authentication which could not be supported on the delivery protocol. This is useful only as a permanent error.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

7.5

 Temporary

Cryptographic failure

A transport system otherwise authorized to validate or decrypt a message in transport was unable to do so because necessary information such as key was not available or such information was invalid.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

7.6

 Temporary

Cryptographic algorithm not supported

A transport system otherwise authorized to validate or decrypt a message was unable to do so because the necessary algorithm was not supported.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

7.7

 Temporary

Message integrity failure

A transport system otherwise authorized to validate a message was unable to do so because the message was corrupted or altered. This may be useful as a permanent, transient persistent, or successful delivery code.

Problem with remote server configuration

Contact remote Mail Admin, or try resending

0

 Temporary

No Error

This Email was delivered successfully.

 

 

0.1

 Temporary

Acknowledged

This Email was confirmed as received.

 

 

10.1

 Temporary

Delivery Restricted

The destination mail delivery system temporarily did not allow the message to be delivered, due to a restriction mechanism in place. This may be related to use of a specific From Address, a misconfiguration of your SPF record or a evidence of a previous Spam Complaint.

Spam Filter, Blacklist or Manual Restriction at Remote Server

Check your From Address/Name, Subject, Email Content and perform a Content Analysis.

 

For a full and complete list of Bounce codes and reasons, please refer to the RFC available here: https://tools.ietf.org/html/rfc3463

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How to find your bounce code

To find the bounce code reported for your send, please follow these steps:

  1. Go to Reports
  2. Select to view the report in question
  3. Click onto the red bounced bar under Send Statistics - this will open up a new window
  4. Click Table Settings on the right and select to show the Bounce Info field, click Save

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