An address is categorized as a known bounce when three or more hard bounces occur over 16 consecutive days, with no soft bounces or successful deliveries in between, are listed on the global bounce list. As a safety net, adding an email address to the global known bounce list protects your reputation as a sender.
If you have a member on the known bounce list and have confirmed that you are sending to the correct email address, please contact our Client Care team requesting the removal. Our Client Care team can remove up to 10 addresses; anything over ten addresses, our team will send the request to the Adestra Support team. The process may take up to 3 business days. We also suggest running the addresses through a validation tool, and HighRoad Solutions can validate the addresses for your Association for a small fee.
ARE YOU ON YOUR OWN ADESTRA ACCOUNT?
If you are the Administrator for your Association's Adestra Account (not workspace), you can remove a member from the known bounce list taking the following steps;
REMOVE KNOWN BOUNCE
- Navigate to 'Administration on left-hand side navigate down to 'Known Bounce.'
- Under Sub Nav
Navigate down to 'Known Bounce' and click 'Known Bounce' - Remove Known Bounce
Type in the 'email' text box the email address you wish to have removed. - Click the 'remove' button
Note: If you don't see the 'Known Bounce' option under administration, please contact HighRoad Solution's Client Care team to activate the feature.
