How do I read a bounce reason?
Open the event, read the explanation, and paste it to the customer.
Find the message in Events and read the plain sentence under the recipient. That sentence is written to be pasted straight to your customer, often with a suggested next step.
Find the explanation
- Open Events, or look up the customer's address from the search box in the top bar.
- Find the message. For bounced, delayed, dropped, and spam report messages, the explanation appears under the recipient.
- Open the event to see the suggested next step and the technical details, such as the SMTP code and the bounce classification.
- Paste the explanation to the customer, and add the next step when there is one.
Every explanation, grouped by what it means, is on Bounce explanations.
Common explanations in plain words
| The explanation says | What it means for the customer |
|---|---|
| This mailbox does not exist | The address is wrong or closed. Ask for a current address. |
| The mailbox is full | Their inbox is out of space. We keep trying for up to two days. |
| Treated this as spam, or blocked this send | Their provider filtered the message. The address still works. |
| The account still needs production approval | The sender's account is not approved yet. It is not the customer's fault. |
| The address is on your suppression list | We did not send it. See Did they get the email?. |
What you do not need
You do not need the raw technical record to answer a customer. Only Team Administrators can open it. If a customer asks for a password or key to be changed, pass it to a Team Administrator.