Why is an email address blocked and how do you unblock it (whitelist it)?
Notice that an email isn't reaching one of your customers, or do you want to unblock an email address (whitelist it)? Here you can read how our platform works and which best practices you can follow.
How does an email address end up on the blacklist?
To ensure that your emails land neatly in the inbox and not in the spam folder, our infrastructure automatically checks the quality of sent messages. An email address is automatically blocked (blacklisted) if:
- The address no longer exists, contains a typo or the inbox is full (this is called a bounce).
- The recipient has clicked "Mark as spam".
- A fake email address has been used.
If the content of the message appears suspicious or spam-like (e.g. suspicious links, misleading subject lines, etc.), it is also possible that some email providers’ filters will block the emails. Furthermore, if your organisation suddenly sends a large number of emails at the same time, this may be flagged by filters as suspicious behaviour. Some email providers may also block messages based on negative user behaviour, for example, when users frequently delete your messages straight away without opening them or manually move them to a spam folder. As a result, these contacts may also be flagged as ‘blacklisted’.
Can I request to unblock an email address (whitelist it)?
Yes, but under certain conditions.
To guarantee optimal email deliverability and protect the sender reputation, we apply a strict rule:
- One-time unblocking: We can remove an email address from the blacklist a maximum of one time.
- If the same address is blocked again afterward, we cannot unblock it a second time.
Why can't I unblock addresses myself?
Unblocking email addresses directly impacts overall deliverability and sender reputation. To optimally protect and guarantee this reputation, unblocking management is handled centrally and carefully by Ticketmatic.
What can you do yourself to prevent blocks?
Follow these simple tips to improve your deliverability and prevent emails to your contacts from being blocked:
- Check email address entry: Ensure there are no typos in the email address when creating a customer profile.
- Ask customers to add you to their contacts: Advise your end customers to add your sender address to their address book or "safe senders" list.
- Take care of your content: Use clear subject lines, avoid "pushy" words (Free, $$$...), and limit the use of capital letters.
- Make unsubscribing easy: Ensure there is always a clear unsubscribe link in your email. It is better for a customer to unsubscribe than to mark your email as spam!
Is an email address blocked, and have you verified that it is valid?
Contact our support department and specify the email address in question. We will analyze the issue and perform an unblock if the conditions are met.