Finding a Missing Email and Reviewing Blocked Addresses
Work through delivery problems, rejected API requests and addresses that have stopped receiving mail.
Start with the recipient and subject in Sent email.
- Arrived, but the customer cannot find it: ask them to check junk, spam and any inbox rules. Arrived means their server accepted it.
- Came back: open the message and follow its bounce advice. Check for a mistyped address or a full mailbox.
- Nothing in the log: remove the filters, check that the attempt was within the last 30 days, and confirm your software actually tried to send. For API connections, look in the API request log.
- Sending has stopped: check the sending domain status, monthly cap and app connection.
Then check Blocked addresses. This page explains which addresses have been stopped and why. Use Start sending again only when it is offered and the underlying problem has been resolved. Otherwise, choose Ask us to review it, add what you know, and click Open a ticket. Removing a block does not fix an invalid mailbox.
When asking for help, include the recipient, subject, approximate send time and the status or error you see. Do not include API keys or SMTP passwords. How to submit a support ticket explains where to send the request.
When an API call was turned away
Open API request log, choose Only errors, and find the call by request ID or endpoint address. Open it to see the explanation and What needs fixing. Give those details to the developer maintaining the app.
The API log records calls from the last 30 days, including requests that never created a sent message. An accepted request is not the same as a delivered email; check the sent log for the delivery result.
Ask us to review a blocked address
The blocked-address page shows the reason and whether the block concerns Newsletter or Everyday mail. Read that context before changing anything. In a review request, explain what changed—for example, that the customer corrected their address or repaired their mailbox.
Support replies in the ticket created by Ask us to review it. If the address bounces again after a block is lifted, sending may stop again.