Manage Bounced Emails

In most cases bounced emails are a result of the following circumstances:

  • There is a typo in the email address. 
  • The email address is inactive.

As such it's important to be proactive and identify which emails bounce, change the email addresses then resend the email.

Identify Which Email Addresses Bounced

  1. Navigate to Functions: Communications page.
  2. Click on Email Bounce & Activity tab.
  3. Under Bounce Report, you'll be able to see all email addresses that weren't able to receive your email(s).  Click here to learn more.

Modify Bounced Email Addresses

  1. Navigate to Contacts and click the contact profile that includes the bounced email address.
  2. Click Edit Details.
  3. Change the email address in the Email field or the Alt. Emails field as necessary to a valid email address.
  4. Verify the information is accurate and click Update Contact.

Resend Bounced Emails

If a bounced email was for a password reset or invite email:

  1. Navigate to Contacts and click the contact profile that includes the bounced email address.

  2. Click Reset password and select Send a reset password email.


If a bounced email was for a fund/property update email

  1. Click Funds and select the related fund for which the update was sent.
  2. Click Email tab next to and use the Fund Update filter to view the published/unpublished updates.
  3. Refer to the Email ID column to locate the related communication. Click the Email ID number link. This will open the Email Wizard which provides all the necessary details.
  4. Click the Resend button to resend the email. A popup appears to notify you this will resend the email to all recipients in the list.
  5. Click OK to proceed with the resending.


If a bounced email was for a newsletter email

  1. Click Functions and select the Newsletters tab.
  2. Select the related newsletter by clicking on the Subject name hyperlink right to open the details.
  3. Scroll down to the list of recipients and select the related recipients to send. Alternately, you can use the Force send regardless of whether contact has already received the newsletter checkbox to force resending the newsletter to all recipients in the list.