The contact was suppressed from the campaign either through list suppression, know bounce, or global opt-out.

LIST SUPPRESSION

The member was removed by one of your exclusion lists.

HighRoad syncs exclusion lists into your workspace on a nightly basis. The source to the list is your AMS. The best practice is to create a dedicated dynamic or dynamic list to exclude anyone that has opted-out of that specific type of email message.

STEPS TO VERIFY IF THE CONTACT IS ON THE EXCLUSION LIST:

1. Go to Campaign
   
   
2. Click the List Count under Mailing List
   
   
3. Click Selected List
   
   
4. Scroll to Exclusion Lists
   
   
5. Click on the Exclusion List
   
   
6. Click the Browse tab
   
   
7. Search the email in the right Enter the email address in the search box on the right
   

REMOVE THE CONTACT FROM THE EXCLUSION LIST

Removing the contact on the list in Adestra will not fix in the long term. You may be able to send to the contact that day. However, the nightly sync will override your changes. 

You will need to update the source -- the AMS. Locate the contact inside the AMS, and update the preferences there. Otherwise, the integrations syncs will continue to override your changes you've made to the list.

KNOWN BOUNCE

Adestra suppressed the contact automatically. The contact will show under the not attempted statistics in the campaign reporting.

Although the contact was on the list, the contact exceeded the bounce thresholds. An email 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.

You can remove the contact from the known bounce list. Before removing, HighRoad recommends confirming the email address is valid. The known bounce list is in place to help your deliverability with carriers. Consistently removing contacts that are bouncing from email clients will hurt your sender reputation. The email client will add to a blacklist or route your emails to the junk folder.

GLOBAL OPT-OUT

Adestra will automatically suppress contacts in Unsubscribe Lists that were selected in campaign options. The contacts were either imported or added to the list via Adestra's unsubscribe feedback loop with email clients.

STEPS TO VERIFY THE CONTACT IS ON THE SUPPRESSION LIST:

1. Go to Campaign
   
   
2. Click the List Count under Mailing List
   
   
3. Click Suppression Report tab
   
   
4. Click on the Unsubscribe List
   
   
5. Click the Browse tab
   
   
6. Search the email in the right Enter the email address in the search box on the right