Email Bounces and Rejections

Summary:

Troubleshoot email bounces and/or rejections that you receive in Follow Up Boss or from your email provider.

Email Bounces:

An email bounce signifies non-delivery of your email message and can happen for a number of different reasons.  When a drip campaign email or an email sent to a Google email bounces, we will mark that contact with the tag BOUNCE and you will see that the email bounced on the timeline history:

soft bounce is when your recipient's email address is valid but the message never reached the recipient's mail server because of a reason such as:

  • The server was down
  • The message was too large for the recipient’s inbox
  • The recipient's inbox was full
  • The recipient's settings do not allow for email from the sender

A hard bounce occurs when your email is permanently rejected because the email address does not exist or is invalid.  

Troubleshoot:

Many email providers won't give a reason for the bounce.  We recommend the following if you notice that an email bounces:

  • Verify that the email address is correct
  • Re-send the email

Email Rejections:

Occasionally, you may receive a "message rejected" or "message blocked" email into your email provider's Inbox after sending an outbound email.  These messages are sent by the recipient's email provider to explain why they rejected or blocked a message (this typically happens when sending bulk/batch emails to a large group of people).  Each rejection or block message is different and it is best to troubleshoot those emails on an individual basis (i.e. there are different reasons why an email is rejected/blocked and thus the resolution steps are different).  Here are some of the most common:

Message Blocked (Gmail):

Rejection message - Message rejected. See https://support.google.com/mail/answer/69585 for more information.  

This rejection commonly occurs when Batch Emailing leads using a connected @gmail email address (Google is blocking the email because they detected it as having "spammy" content).  Gmail addresses were not intended to be used for bulk emailing and as such Google has strict spam guidelines.  

Troubleshoot:

SMTP Rejection/Error 554:

Rejection message - Connection refused reason 554

This rejection occurs when the recipients email provider thinks your email is spam (either because your email address/IP ended up on a spam list of the content of the email was considered spammy).

Troubleshoot:

  • Request delisting from the spam list stated in the rejection message (if applicable)
  • Use GSuite to send Batch Emails
  • Utilize SendGrid to send Batch Emails
  • Alter the content of your email using common best practice methods to avoid being flagged as spam