Bounce Error Categories & Filters

Learn about all statuses that can be generated by your bounced emails.

Bounced Category Filters are available on your email logs screen.
Use the drop down box to search through hard and soft bounces.

What's the difference between "hard" and "soft" bounces?

Hard Bounces

If an email hard bounces, this indicates that there is a permanent reason the email cannot be delivered. For example, a hard bounce may be that there is No Mailbox, meaning that the email address does not appear to exist. Any hard bounced email addresses are automatically added to your block list so that you will not accidentally send to them again. You can see more examples of hard bounces in our listings below.

Soft Bounces

If an email soft bounces, this means that there is likely a temporary reason the email could not be delivered. For example, a soft bounce may be that the email is Throttled. This can mean that the domain you are sending (ie. gmail.com ) is receiving too many emails at one time and they are slowing the delivery to their recipient servers. The Elastic Email system will work to send the email for up to 48 hours, however if it cannot be delivered in that time, the email will register as soft bounce. Soft bounced emails can be sent to again.

Clicking on a filter will return the log of emails that bounced in that category. An option to export will be available.

When an email is not successfully delivered by Elastic Email it will be grouped into one of the following categories. Below are descriptions of each category we currently support. Detailed bounce information is available for accounts that purchase a private IP Address.

Generic Bounce Error

Bounce Type

Details

Suppressed Varies Either the email address has a blocked status on your account, the email was canceled, or we were unable to deliver the email within 48 hours.
No Mailbox Hard The email address does not appear to exist.
Account Problem Hard There is something wrong with the mailbox of the recipient. Most often this means that the email account is no longer being used.
DNS problem Soft The domain part of the address does not exist.
IP Reputation Issue Soft The email bounced due to a poor reputation of the sending IP address.  Purchasing a Private IP would alleviate a bounce of this type unless your mail is the cause.
Spam Soft The email was rejected because it matched a profile the internet community has labeled as Spam.
Throttled Soft The recipient server did not accept the email within 48 hours. Elastic Email will attempt to deliver an email for up to 48 hours.
SPF Problem Soft The email was not delivered because there was an issue validating the SPF record for the domain of this email. Elastic Email requires you to validate your domain before it will send directly from that domain and not "on behalf" or "via" from our domain. If you are seeing this scenario, the likely cause is that your SPF record was once valid and has since become invalid and Elastic Email doesn't know about it. Emails in this category are automatically rescheduled.
Code Error Soft The email was not delivered because there was an issue with the email being sent by our system. Please notify us at http://support.elasticemail.com if you are seeing these types of errors so we can investigate. Emails in this category are automatically rescheduled.
Time Out Soft The email was not delivered because a timeout occurred. Emails in this category are rescheduled automatically.
Connection Terminated Soft The status of the email is not known for sure because the recipient server terminated the connection without returning a message code or status. There is a chance the email was delivered but in most cases, it should be considered bounced. Emails in this category are not rescheduled because generally, the reason for this type of connection termination is the recipient server believes the email is spam.
Connection Problem Soft The email was not delivered because of a connection problem. Emails in this category are rescheduled automatically.
Grey Listed Soft The email was not delivered because the recipient server has determined that this email has not been seen in the configuration provided (most often the combination of IP, From Email Address and Recipient Email Address - known as a "triplet") and has temporary rejected the email knowing that valid email will typically be retried. Emails in this category are rescheduled automatically in a priority queue.
Whitelisting Problem Soft The email was not delivered because the recipient server requires a white listing of this IP to receive email from it. Please contact us at http://support.elasticemail.com if you are seeing this type of error. Emails in this category are automatically rescheduled.
Unknown Soft The email was not delivered because of an error that we have not categorized or seen. Please contact us at http://support.elasticemail.com if you are not sure why you are seeing this message. Emails in this category are rescheduled automatically.
Manual Cancel Soft The email was not delivered because it was canceled by an Elastic Email administrator or you canceled the email yourself from the Activity screen. Please contact us at http://support.elasticemail.com if you are not sure why you are seeing this message. Emails in this category are not rescheduled.
Not Delivered Soft The email was not delivered like because either

- the recipient/contact has a blocked status for either hard bouncing, being unsubscribed or complained,

- the recipient/contact has opted in to transactional only email on your unsubscribe and you are not passing the appropriate isTransactional = true parameter/header to the HTTP API/SMTP Relay,

- your email is failing a spam check,

- you do not have enough credit to send,

- you are sending attachments and do not have enough credit. Attachments require credit and cost $1/GB,

- your mail was unable to be delivered within 48 hours due to throttling constraints on the destination servers.