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What is a dropped message?
What is a dropped message?

Explanation of what a dropped message means and how to diagnose it.

Meredith Owens avatar
Written by Meredith Owens
Updated over a week ago

A dropped message is one that has been prevented from being delivered by our system due to a past issue with the email address. This is to protect our sending reputation with companies like Google, Yahoo!, and AOL, ensuring reliable delivery for all of our customers.

Types of past issues

There are many issues an email address can have, but below is a list of the most common problems.

  • The email address doesn't exist.

  • The domain is not set up to receive emails.

  • The recipient marked previous messages as spam.

Remove an email address from a suppression list

Once an email address has been placed on a suppression list, it can be removed using the email auditor available in the "Communications" section in the Admin Portal.

Prior to suppressing the email address, you'll want to resolve the underlying reason for why it ended up on the suppression list to avoid this from happening again in the future. Instructions for how to do this are provided here: Remedy suppressed email addresses.

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