Frequently Asked Questions
Whether you’re test driving our products, getting started with your marketing efforts or taking them to the next level, we've got the answers to your questions.
Why didn't my contact get the email I sent to them?
Bounce Types: Why a contact didn't get your email
Bounces are contacts that didn't get the email that you sent to them. The email "bounced" out of their inbox for a few possible reasons. We collect the data that their Internet Service Provider (ISP) gives us in your email reports and categorize your bounces by type.
- After logging into Constant Contact, click Email > Reports.
- Scroll down the list of your emails to find the one you want to review.
- Click the hyper-linked number in your bounces column.
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- Non-Existent - These bounces happen when the contact's Internet Service Provider (ISP) says that an email address doesn't exist. It's like the post office saying there's no one with that name in the building. You may want to double-check these addresses for obvious typos and fix them, find another way to get in touch with the contact and see if they have a new email address, or if the address continues to bounce over time, remove it from your lists.
- Undeliverable - Undeliverable messages are like a busy signal. When we attempted to send the email, the Internet Service Provider wasn't responding. We keep trying to deliver the email for up to 3 days. If there's no response after that, we label it a bounce. You can continue sending to this email address for a bit since the ISP may fix things. However, if an email just keeps bouncing you probably just want to remove it from your lists and see if the contact has a different email address to try.
- Mailbox Full - When an inbox is just too full to continue getting new email, the ISP sends back a Mailbox full message. Usually this happens with mailboxes that just aren't being checked that often. You may want to get in touch with the contact and find a better email address and, if this email address keeps bouncing, remove it from your lists.
- Vacation/Auto-Reply - Remember when I said that bounces are emails that "bounce" out of an inbox? Vacation and Auto-replies are the exceptions to this rule! When someone sets up an Auto-reply, a bounce message gets sent to us even though the email is actually delivered. That means you don't have to do anything. The message is just a way to let you know that the contact might not see your email for a while.
- Other - Sometimes an ISP doesn't use a standard error message when they send back the bounce information. In that case we might not be able to tell exactly what they are saying about the bounce. We categorize these bounces as others. If you click on these bounce messages in your report you can see the details of the message itself. You can also get in touch with the contact to get a better email address and should probably remove it from your lists if it just keeps bouncing.
- Blocked - When an email is blocked the ISP has decided not to deliver it, likely because it thought the email was spam. That could be because the ISP was concerned about something specific in the email or it rejects email from large senders. Go ahead and use the Spam Checker before you send your next email to reduce the chances of it being blocked because of content issues. If you are still getting blocked bounces from a larger domain (Yahoo, Gmail) go ahead and contact us. If it's a smaller domain or ISP, there are some steps you can take next.
Note: Due to a change in Yahoo policy, emails sent using a Yahoo address as the "From Email Address" will bounce as "Other".
- Keep an Eye on Consistent Bounces - It's easiest to track who isn't getting your emails on an on-going basis if you export the bounces from recent emails into a file.
- Ask for Updates - Encourage contacts to update their profiles.
- Master List Size - See tricks that make it easier to manage extra-large lists. If your list isn't as big as you'd like, use tools to make it grow!