Qualtrics - Bounced email
Steps for checking for a hard bounce email address and what to do if it is a hard bounce.
A bounce is a notification from a mail server or mailbox provider that an email was not delivered. When an email bounces, it didn't make it to the recipient's inbox, but was instead returned to the sender by the mailbox provider.
If you see a bounced email in your Distribution Show Details, download the Download History to see what messages are associated with the bounced email.
- Click on the down arrow on the right hand side
- Download History
If you see
|Email Hard Bounce||smtp; 550 5.4.1 all recipient addresses rejected : access denied. as(201806271) [cy1nam02ft047.eop-nam02.prod.protection.outlook.com] --2b594192ee111.1603297738/smtp2.iad1.qemailserver.com|
Contact Qualtrics support with the email address because Qualtrics may have blacklisted that email address. Support may require a few minutes to assess whether it is banned, and they may request finishing this over email. When I contacted Qualtrics, I requested that the email address be removed from the blacklist.
Once removed from the Blacklist, you can issue a new survey invitation by creating a new panel with the email address.