How to unblock email addresses when their status is blocked?

Available for: Administrators ✅

 If the status of some of your coworkers' emails is "blocked", it means that the emails did not reach the recipient's inbox and therefore there was a bounce (return to sender).

Supermood mailings stopped automatically because the bounce contained an error message, which is called a "hard bounce".

There might be several explanations. Among the most common ones:

• The email address may have been deleted by the user or an administrator (for example if the employee has left the company).
• The address may not exist at all (email address incorrectly filled in)

If the coworker left the company:

You can directly delete the user from the Supermood platform.

If the coworker's email address has been misspelled:

• Whenever only a few coworkers are concerned: 

Modify coworkers informations from their profiles

⚠ Once modified, if you want the user to be able to answer an ongoing Supermood survey and that no further reminder is planned, we advise you to send the email back to him/her manually.

• If a large number of coworkers are impacted:
  

Import your updated list of coworkers

⚠ During an Excel import, the user is defined by his email address. Therefore, you will need to delete the previous profile of your coworker manually if you have not selected the option to delete coworkers that are not in your file through the import process. 

Moreover, if there is an ongoing survey, you will not be able to send it again to the coworkers added via an Excel import because your mailing list will have already been configured.

If the email address is still active and correct

Your SMTP server settings may prevent the reception of Supermood emails.

Make sure to whitelist our emails and URLs!

If applicable, do not forget to contact us at hello@supermood.fr to unblock the email addresses once your SMTP parameters have been updated 😄