Who this article is for: Stormwater administrators checking why a user isn't receiving login access codes, password resets, or invitations.
Overview
When our email provider can't deliver to an address, it can stop sending to that address entirely. This is called a suppression. Once an address is suppressed, account email to it is dropped. Account email means login access codes, password resets, and invitations.
The Suppressed Emails page lists the suppressed addresses for your account. For each one, it shows the reason, what the receiving mail server said, and the message that caused it. A Bounced address can be reactivated from this page.
đ This page covers account email only. Campaign and forecast-notification suppressions are a separate list, under Education âș Suppressions. Reactivating an address on one list does not change the other.
Before You Begin
The page is available to users with the Administrator access level. Other users see Suppressed Emails in the menu, but the page does not open for them.
Opening the Suppressed Emails Page
In the left sidebar, click Communications.
Click Suppressed Emails.
The page opens with a short note explaining which suppressions can be reactivated. The list below it shows the most recent suppressions first.
Reading the List
Each row is one suppressed address.
Column | What it shows |
Email Address | The address that is not receiving account email. |
Reason | Why the address was suppressed, shown as a colored badge: Bounced, Spam complaint, or Unsubscribed. |
What The Server Said | The receiving mail server's own response, when one was captured. This can tell a mistyped domain apart from a full mailbox. A dash means no response was recorded. |
Suppressed On | The date and time the address was suppressed. |
A View message link that opens the message that caused the suppression. A dash means no message is linked. | |
Actions | A Reactivate button, or Cannot be reactivated. Hover over Cannot be reactivated to see why. |
Only bounced addresses can be reactivated here:
Reason | Can it be reactivated here? |
Bounced | Yes. Reactivating also clears the address at our email provider. |
Spam complaint | No. The email provider does not lift a spam complaint. |
Unsubscribed | No. Unsubscribing was the recipient's own choice, so only the recipient can reverse it. |
Filtering and Exporting the List
To find one address, type all or part of it in Search By Email Address. The list updates as you type.
To show only certain reasons, choose one or more in Reason.
To reset both filters, click Clear Filters.
Above the list, Copy to Clipboard, Download CSV, and Print Page export the rows currently shown on the page. The Actions column is left out of exports. You can show 10, 25, 50, 100, or 250 rows per page.
Reactivating a Bounced Address
Find the address in the list. Its Reason is Bounced.
In the Actions column, click Reactivate.
A confirmation asks Reactivate followed by the address. It explains that this clears the suppression at our email provider as well. Click OK.
The button shows Reactivating while the request runs.
When it succeeds, a green message confirms the address has been reactivated and can receive mail again. The row is removed from the list.
If the email provider does not confirm the reactivation, a red message explains what went wrong. The row stays in the list and the Reactivate button is available again.
What Happens Next
Account email to the reactivated address is sent normally again. Reactivating does not resend emails that were dropped while the address was suppressed. The next account email, such as a new access code, goes out as usual.
Reactivating clears the block, not the cause. If the mailbox is still full or the domain still rejects mail, the next email can bounce again. The address then returns to this list.
An address is added to this list when the email provider reports that it has suppressed it. It is also added when SwiftComply tries to send account email to an address the provider is already refusing.
FAQ
Q: A user says they never got their login access code. How do I check whether their address is blocked?
A: Open Communications > Suppressed Emails and search for the address. If it is listed as Bounced, read What The Server Said, then reactivate it. If it is listed as Spam complaint or Unsubscribed, it can't be cleared here. If it isn't listed, suppression is not the cause. Check the message in Communications > Email Log next.
Q: Why is there no Reactivate button on some rows?
A: Only Bounced addresses can be reactivated here. Spam complaints and unsubscribes show Cannot be reactivated instead. Hover over it to see the reason.
Q: I reactivated an address and it showed up on the list again.
A: Reactivating removes the block but doesn't fix the mailbox or domain behind it. If the receiving server rejects the next email too, the address is suppressed again. What The Server Said on the new row shows the latest response.
Q: I reactivated an address, but it still isn't getting campaign or forecast-notification emails.
A: Those emails use a separate suppression list, under Education âș Suppressions. Reactivating an address on Suppressed Emails only restores account email.
Q: I clicked Reactivate and got a red error message.
A: The email provider didn't confirm the reactivation, so the address is still suppressed. The message says why. The address stays on the list and you can try again.
Q: The Suppressed Emails page won't open for me.
A: The page is available only to users with the Administrator access level.