Troubleshoot email delivery issues

You can check the status of the email notifications in the Responses page.

Login to Formfacade > click on the form to open it > Edit page will be displayed > click Responses > In the Responses page, click on the order to view the details > check the Additional details section. Does it display the email address for the Email collaborators?


  • By default, it will display the configure link that indicates that the emails have not been set up.

  • If the emails are configured and sent successfully, email addresses will be displayed.

  • Otherwise, it will display ⛔ the error message or 📫 icon next to the email to indicate that the email was not delivered.

How email notifications work?


[1] Unsubscribe Check:

Neartail first checks the form’s unsubscribe list. If the recipient’s email is on this list, the email notification will not be sent. In this case, you will see the message "User unsubscribed" in the Additional Details section. 


[2] Email Preparation:

If the email passes the unsubscribe check, Neartail prepares and attempts to send it. If there are issues with the email setup, such as an invalid email format etc, an ⛔ error message from the email service will be displayed in the Additional Details section. However, if the send attempt fails without any error message, it is recorded as "Not traceable".


[3] Email Delivery:

If the email is successfully sent, the recipient’s email address will appear in the Additional Details section. However, if the email delivery fails due to reasons such as a soft bounce, hard bounce, complaints, or being on a suppression list, a 📫 icon will be shown next to the email address to indicate the failure.


Email delivery issues

The email delivery can fail due to reasons such as a soft bounce, hard bounce, complaints, or being on a suppression list. When there are issues with the email delivery, a 📫 icon will be shown next to the email address to indicate the failure. You can hover over the 📫 icon to view the exact reason. The table describes the error in detail.


Error message

Description

Bounce: Permanent - General

The recipient's email provider sent a hard bounce message. No further emails will be sent to this email address.

Bounce: Permanent - NoEmail

It was not possible to retrieve the recipient email address from the bounce message.

Bounce: Permanent - Suppressed

The recipient's email address is on the suppression list because it has a recent history of producing hard bounces.

Bounce: Permanent - OnAccountSuppressionList

Email was suppressed because the email address is on the account-level suppression list.

Bounce: Transient - General

The recipient's email provider sent a general bounce message. You might be able to send a message to the same recipient in the future if the issue that caused the message to bounce is resolved.

Bounce: Transient - MailboxFull

The recipient's email provider sent a bounce message because the recipient's inbox was full. You might be able to send to the same recipient in the future when the mailbox is no longer full.

Bounce: Transient - MessageTooLarge

The recipient's email provider sent a bounce message because message you sent was too large. You might be able to send a message to the same recipient if you reduce the size of the message.

Complaint: abuse

Indicates unsolicited email or some other kind of email abuse.

Complaint: auth-Failure

Email authentication failure report.

Complaint: fraud

Indicates some kind of fraud or phishing activity.

Complaint: virus

Reports that a virus is found in the originating message.


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