Qualtrics - What Do I Do With A Bounced Email

Steps for checking for a hard bounce email address and what to do if it is a hard bounce.

    Bounced email

    An email bounce is a notification from an email 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 the Show Details section of your Distribution tab, use the down arrow menu to select Download History to see what messages are associated with the bounced email. 

    Here are the steps:

    1. Select Distributions tab
    2. On the left hand side menu select Emails
    3. Click on the down arrow on the right hand side
    4. Download History

    Distributions, emails, Download history

    If you see 

    Error message about the Bounced email
    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.

    KeywordsQualtrics, Bounced   Doc ID129400
    OwnerLinda C.GroupIT Knowledge Base
    Created2023-06-29 05:59:36Updated2024-07-12 14:45:53
    SitesIT Knowledge Base
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