To ensure our emails are not flagged as spam, we track any errors while attempting delivery. 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
We ignore soft bounces as they will be resolved at some point, but if we receive a hard bounce we block the employee account from receiving any further emails.
How to check for hard bounce email addresses
- Login to your Administrator account
- Click on the Employees tab pull-down and select Employees
- If there are employees with incorrect email addresses, there will be a message similar to this:
What to do with hard bounce email addresses?
You need to update the incorrect email addresses to re-enable email sending to the employee(s):
- Login to your Administrator account
- Click the Employees tab pull-down and select Employees
- Click the link in the warning where it says X employee(s) to list all affected employees
- Click the Manage button for the employee
- Check the email address has been entered correctly
- Follow one of the steps below to update it
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- If you are manually managing your employees
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- Update the Email field
- Click Update to save
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- If you are using our automated HR data sync add-on
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- Update the employee's email in your Human Resources Information System (HRIS)
- Run a sync manually (ask your IT department) or wait for the next scheduled automated sync
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Note
If the email address is already correct, contact your account manager to have it manually re-enabled
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