What’s a bounce?

Email

A bounce is a notice from the receiving ISP or domain that the email you attempted to send hasn't been delivered. When and if the ISP returns a bounce code to the system, it's reported as a bounce.

SMS

A bounce is a notice from the network provider that the SMS you attempted to send hasn't been delivered. When and if the network returns a bounce code to the system, it's reported as a bounce.

Bounce statistics and details, such as the bounce type, are available for both emails and SMSes in the Reports section. These reports can be exported.

Bounce Types

The type of bounce is recorded for reporting purposes. Both email and SMS bounce reporting record two types of bounces: Hard and soft.

Bounce TypesDetails
HardThe reason for non-delivery is due to a permanent error that signals the contact or email domain is unknown or doesn't exist. A hard bounce can also mean a spam block. When you first send to your mailing list immediate bounces, such as a non-existent email address, are recorded and the contact is immediately set to 'Bounced', as there's no point trying to send to these contacts.
SoftA temporary error that signals a full mailbox, temporarily unavailable domain or receiving server issues.
Policy relatedGenerally related to company policy where staff are not allowed to receive messages with certain wording, images or attachments. The receiving server is likely to block this type of mail.

The bounce detail is only available for six months and the bounce information for two months. Messages older than that will not display the data if it exceeds the time limit on the information stored.

Bounce Limits

When contacts exceed the bounce limits set below, they're automatically updated accordingly to the bounced status.

EmailLimit
Soft bounce5
Hard bounce2
SMSLimit
Soft bounce5
Hard bounce2
Consecutive2
When your recipient has set up an auto-reply on their mailbox (such as an out-of-office auto-reply), the system will scan the auto-reply for the date that the contact has indicated that they'll be back in the office. If this is a future date, the system will pause further sending to that address until the recipient has returned. If there's no date in the auto-reply, emails will be sent as usual. Auto-reply bounces do not count towards the bounce total.
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