Prevent and resolve bounced emails
When an email from Cargosnap can't be delivered to an address for good, we stop sending to that address. This protects your other emails from landing in spam. Read this article to understand how to prevent and revolse it.
Why an address gets blocked
If an address used in your account gets blocked, we email you which address it is, why it was blocked and where in your account it's used. Replace or remove the address in those places. If you don't, every email to it fails, and if the address is released it gets blocked again with the next email.
The email names one of these four reasons. Only two of them can be undone by us.
|
Reason in the email |
What it means |
Can it be released? |
|---|---|---|
|
Mailbox does not exist |
The address has a typo, the person left the company, or the mailbox was deleted |
Yes, once the address works again. Contact support. |
|
Reported as spam |
The recipient marked one of our emails as spam |
No. Remove the address from your settings. |
|
Unsubscribed |
The recipient unsubscribed from our emails |
No. We respect their choice; remove the address from your settings. |
|
Blocked manually |
Cargosnap support blocked the address, for example at your request |
Yes. Contact support. |
A full inbox or a mail server that is briefly down does not block an address. We retry those emails automatically.
The emails we send you
You can get two kinds of email about a blocked address. Both go to the License admins of each company that uses the address, and each company only sees its own settings.
|
|
When we send it |
What it tells you |
|---|---|---|
|
An address in your account is blocked |
When the address gets blocked, at most once per address per company |
The address, the reason it was blocked, which emails bounced (for example webhook-failed notifications or a file share) and which of your settings use it |
|
A blocked address was released |
When Cargosnap support unblocks the address |
That we send to the address again, why it was blocked before, and what to check so it doesn't bounce again |
When we release an address, the address itself also gets a short confirmation that it will receive our emails again. If that confirmation bounces, the address is blocked again straight away.
How to fix a blocked address
Replace the blocked address with one that works, or remove it, everywhere your account sends email to it.
- Open the email we sent you and note the address and the settings it lists.
- Go to each of those settings in Cargosnap and replace or remove the address. The usual places are:
- Workflow actions: the email notification and the share with a contact list. See Adding actions to your workflow. You need the Super admin or License admin role to change these.
- Contact lists used to share files with people outside your company.
- Webhook settings: the address that receives a notification when a webhook fails.
- Users: if the address belongs to a user who left, deactivate the user or change their email address.
- Is the address correct and does it work again, for example because the mailbox was recreated? Contact support and ask us to release it.
Once the address is gone from your settings, there is nothing else to do. A blocked address that nothing sends to does no harm.
What happens if you don't fix it
The emails from that setting never arrive. Notifications, shared files and webhook alerts meant for that address are lost, and nobody is told when it happens again.
Releasing an address does not fix the setting behind it. If a workflow or webhook still sends to an address that doesn't work, the next email bounces and the address is blocked again. That is why the release email repeats the reason: check the settings it lists before the next email goes out.