There may be a few reasons why you or a booker are no longer receiving emails. This can be due to a hard bounce, a spam complaint or an ISP block.

This article covers:

Different types of bounces

Hard bounce

This is the result of an error on the receiving end, such as an incorrect email address, which automatically blocks any future emails.

Spam complaint

When an email address has been marked as invalid due to a spam complaint in the past, this either moves the emails to your junk folder or they are blocked completely. When this happens, you can either unmark the spam complaint through your email host, or the support team can do this for you.

ISP block

An ISP Block bounce means that the message was rejected by the receiving mail provider and not delivered to the recipient. This automatically blocks any future emails. ISP Blocks need to be resolved on the receiving mail server side. To resolve those blocks, you will need to add to your safe sender list.

There are occasions when a message shows as delivered, but you cannot see it in any of your mailboxes. Once Bookwhen hands off a message to the mail server, we lose all sight and control over the message. This means that the mail server definitely accepted the message from Bookwhen, but it could be holding the message up to run it through some additional checks, or it may have accepted the message but decided not to move it to the inbox. This is unfortunately out of our hands, and you would need to speak directly with your mail server to see what may have happened.

Next steps

💡 You may wish to add to your safe sender list to avoid these bounces from happening again:

Please also get in touch with the support team via live chat or email to reactivate your email address.

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