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Email troubleshooting

What to do when an email bounces or sending is suspended

A bounced email is one the recipient's server rejected. Fix or remove the address, turn on email verification in Settings › Business Profile and build a workflow that turns on email DND when a bounce happens, to keep your bounce rate low.

Updated on

Before you start

  • There are two kinds of bounce:
    • Hard bounce: the address or domain doesn't exist. Don't send to it again. These contacts are automatically marked as invalid email.
    • Soft bounce: full mailbox, server down or message too large. It may clear up on its own, but repeated soft bounces also hurt you.
  • A healthy bounce rate is between 0% and 3%. Above 5%, the account's email sending may be temporarily suspended.
  • During a suspension, only outgoing email is blocked; the rest of Elooo System works as usual.
Where to find it

Settings › Business Profile › Verify email address when the first email is sent to a new contact

Step by step

See why an email bounced

  1. Open the contact's conversation in Conversations.
  2. Click the error icon next to the email to see the reason returned by the server.
  3. If the address is mistyped, fix it on the contact's record in Contacts. If the address doesn't exist, stop emailing it.

Turn on email verification

  1. Open Settings › Business Profile.
  2. Turn on Verify email address when the first email is sent to a new contact.
  3. Save. Invalid addresses are caught before they cause bounces.

Automatically turn on email DND when an email bounces

  1. Open Automation › Workflows and create a new workflow.
  2. Click Add New Trigger, choose Email Events and add the filter Event = Bounced.
  3. Click + and add the Enable/Disable DND action.
  4. Set: DND Direction = Outbound; DND = Enable DND for specific channels; Channels = Email.
  5. Optionally, also add an Add Tag action with "Email bounced" so you can review these contacts later.
  6. Save the trigger and the action, then switch the workflow from Draft to Publish.

If sending has been suspended

  1. Pause bulk sends and campaigns until the issue is fixed.
  2. Clean your list: turn on email verification and remove bounced addresses.
  3. The first two suspensions are temporary (12 hours); after that, sending resumes on its own.
  4. If you see the permanent block message for a high bounce rate, contact Elooo System support and include the error shown on screen. Unblocking is reviewed manually and isn't guaranteed.

Tips

  • Before emailing contacts you imported a long time ago, verify them first.
  • Send in small batches instead of big spikes.
  • Use double opt-in on your forms and a visible unsubscribe link.

Common problems

  • I got a warning that my bounce rate is at 3% → That's an early warning. Pause bulk sends, clean your list and turn on email verification before sending again.
  • Email sending is suspended → Wait for the temporary suspension to end and clean your list in the meantime. On the third block, the suspension becomes permanent and only support can review it.
  • The workflow turned on DND for a contact whose email actually works → The action catches every bounce, including temporary ones, and doesn't undo itself. Open the contact and turn off email DND manually (or use the same action set to Disable DND).
  • I don't know who missed the campaign before the suspension → Export the campaign stats, tag the contacts who received it and use a smart list to filter those without that tag before resending.

Frequently asked questions

Does email DND also block SMS and calls?

No. When you choose only the Email channel, the contact can still receive SMS, WhatsApp and calls.

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