Understand email contact suppression reasons

Learn what each contact suppression reason means and what causes a contact suppression.

Overview

Your email contacts can be suppressed for different reasons. Suppressions can happen intentionally or unintentionally. Each suppression is labelled with a reason, and in this article, we’ll tell you what each reason means.

View a suppressed contact’s suppression reason

Go to Email > Contacts > Suppressed contacts to access contact suppressions in your account. The suppression reasons are located under the Reasons suppressed column.

contact-suppression-reasons.png

Suppression reasons

Suppression type Reason for suppression
Soft bounced

The contact's email address is temporarily unreachable:

  • The contact's inbox is full.
  • The server that hosts the email address is having temporary problems accepting emails.
  • The email campaign is too large for the contact's inbox.

A soft bounce happens once a contact reaches the soft bounce limit that's set by you or a managed user in your account. To learn more about setting a soft bounce limit, check out Adjusting soft bounce settings.

Hard bounced

The contact's email address is permanently unreachable:

  • The email address doesn't exist anymore.
  • The server that hosts the email address doesn't exist anymore.
  • The email address is invalid.
Unsubscribed

The contact is unsubscribed from your email campaigns:

  • The contact selected the unsubscribe link in your email campaign.
  • You or a managed user unsubscribed the contact.

    To learn more about manual or file contact suppressions, check out Suppressing email addresses.

  • The contact is unsubscribed after running a Global Suppression List (GSL) check.

    To learn more about the GSL, check out Using the Global Suppression List (GSL).

Suppressed by you You or a managed user suppressed the contact in your account.

To learn more about manual or file contact suppressions, check out Suppressing email addresses.

ISP complaint The contact marked your email campaign as spam.
Mail block The contact's email provider doesn't want to process email campaigns from you, likely because of the attachments in your campaigns.
Direct complaints The contact made a direct complaint to us, and we suppressed this contact in your address books.

See also

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