Skip to main content
Some addresses stop accepting your email. A message bounces, someone marks it as junk, or a person unsubscribes. When that happens the address is suppressed, and nothing you send reaches them until it is reactivated. The Email Suppressions tab in Team lists every suppressed address that belongs to someone on your team, so you can see who is missing your email and do something about it.
Where the block covers sign-in email, that person cannot log in either. If an agent says they never receive their sign-in link, check this list first.

​
Who can see it

Administrators and staff. Agents do not see the tab and cannot reactivate an address. The list shows addresses belonging to users in your agency. Addresses with no account behind them are not shown.

​
Finding the list

1

Open Team

Go to Team in the main navigation.
2

Open the Email Suppressions tab

The tab sits after Import. The number on the tab is how many addresses are currently blocked.
The Email Suppressions tab in Team Management You can also get there from a person: a suppressed agent shows an Email suppressed badge in the agents list, and clicking it opens this page filtered to their address.

​
Reading the list

Use the search box to find an address. The list is sorted with the most recent block first.

​
Reasons

  • Hard bounce: the mail server rejected the message permanently. Usually a typo in the address, or a mailbox that has been closed.
  • Spam complaint: the recipient told their mail provider the message was junk.
  • Unsubscribed: the recipient used the unsubscribe link in one of your emails.

​
Reactivating an address

1

Find the address

Search for it, or click the Email suppressed badge on the person’s row.
2

Click Reactivate

The button appears at the end of the row on any address that can be reactivated.
3

Confirm

Confirm you want to email the address again. It disappears from the list and normal sending resumes.
A spam complaint cannot be undone. The recipient’s mail provider owns that decision, so those rows have no Reactivate button. Contact the person another way and ask them to add your address to their contacts.

​
Fix the cause first

Reactivating only clears the block. It does not fix what caused it.
  • Hard bounce: correct the address on the person’s profile before reactivating, otherwise the next message bounces and the block returns.
  • Unsubscribed: only reactivate when the person has asked you to start emailing them again. Reactivating an unsubscribe without being asked will earn you a spam complaint, which is permanent.

​
Unsubscribes on a profile

Open a person’s profile and you see their email status directly:
  • An Unsubscribed notice with the date, and a Reactivate button. Sign-in links and account email still send to someone who has unsubscribed. Only your bulk and marketing email stops.
  • A Kenekt can’t email this address panel when the address is bounced or marked as spam, showing the reason and the date.

​
Exporting

Click Export above the list for a spreadsheet of the addresses currently on screen, including your search. The file contains the address, the person’s name, the reason, and the date the block started.
Export before a large campaign to see who will not receive it, and clean up the fixable addresses first.

​
How the list stays current

The list updates as blocks happen, and is reconciled once a day. An address you reactivate is cleared immediately, so you do not need to wait for the next reconciliation before emailing that person.