How to deal with employees that are flagged as having a blocked email address?

To protect our email sending reputation, we track delivery errors for all emails. There are 2 types of delivery errors:

• Soft bounce - a temporary email error, for example, the mailbox is full
• Hard bounce - a permanent email error, for example, the mailbox doesn't exist

For Soft bounces, we ignore them as they are usually resolved at some point (i.e. when a user deletes some emails from a full mailbox, etc.).

For Hard bounces, we block the employee account from receiving any further emails. This is usually caused by a mistyped email address or when a new employee has an email address that has not yet been setup by your IT Team.

What to do when an email address is blocked?

Step 1 - View email log

Firstly, you should review why the email has been blocked:

1. Login to your Administrator account
2. Click the Employees tab
3. Click the link (where it says "x employee(s)" in the warning message)
4. Click the 3-dot button next to the employee and select View
5. Click the Logs tab and select Emails
6. Look for an email which has a Hard bounce and click the View Log button
7. In the modal, the response section shows the error that your email system returned

Step 2 - Investigate

Now that you know the reason, you should find out from your IT Team to see if the problem has been resolved. The response from step one may be useful to them.

Step 3 - Update email

If the email address is correct and the issue has been resolved, skip to Step 4.

If the email address is incorrect and you are using HR Data Sync:

• update the address in your HR System (HRIS)
• either wait for the next scheduled sync or ask your IT Team to run one manually

Else, update it via the employee details page.

Step 4 - Unblock email

To unblock the email address:

1. Go to the employee details page for the employee
2. Click the link (where it says "unblocking it" in the warning message)
3. Review the content in the modal
4. Click the Confirm button to unblock the email