If the status of some of your coworkers' emails is 'bounce' or 'blocked', it means that the emails did not reach the recipient's inbox and therefore there was a bounce (return to sender).
There are 2 types of errors, for which we list here the most common cases and how to solve them. 💪
In this article:
Emails with a "bounce" status
⚙️ Blocking due to the recipient's server
Your email server may be temporarily unavailable or may be equipped with a filter that prevents your messages from being received.
Here are some tips for adding Supermood as an approved sender (for IT departments).
📮 The recipient's mailbox is full
The recipient's mailbox is full and new messages will be refused due to lack of storage space. This can be the case when a mailbox is rarely consulted, for example during a vacation period.
As soon as the recipient has freed up space, new messages can be received again.
💡 Tip: To ensure that users can respond to ongoing surveys regardless, invite them to log in directly to their personal space.
Emails with a status of "blocked"
When the status of the email is "blocked", it indicates that the Supermood emails stopped being sent automatically because the bounce contained an error message: this is called a "hard bounce".
🚪 The coworker has left the company
The email address may have been deleted by the user or an administrator (for example if the employee has left the company).
In this case, you can delete the employee directly from the Supermood platform.
✏️ The coworker's email address has been entered incorrectly
The email address may not exist at all.
- If there are only a few coworkers concerned, you can change the employee's email address from their profile.
- If a large number of collaborators are affected: you can import your updated list of coworkers again by checking the option 'delete coworkers who are not in the file' to avoid creating duplicate users.
If a survey is in progress :
- the coworkers who have been manually modified will receive the reminders
- If you used the option Excel "cancel and replace", you will not be able to send it again to the updated coworkers because they will not be counted as part of the recipients' list
✅ The email address is still active and correct?
Your SMTP server settings may be preventing Supermood emails from being received. We recommend that you contact your IT department to investigate the issue.
Once the problem is solved, don't forget to contact us at firstname.lastname@example.org to complete the process of clearing the addresses in "blocked" status.
In the meantime, to assist your colleagues, you can share this help article with them: I don't have a link to answer the survey