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john_apple
john_apple
Expert ⭐️
June 20, 2019
Solved

Email Logs say Hard Bounce but Email Validator says not Blacklisted

  • June 20, 2019
  • 5 replies
  • 128 views
Curious why we are seeing a Hard Bounce date in the log but then when we check Email Validator it says the address is not blacklisted





Best answer by diane_morneau
@john_apple @sai_ram_pulluri

I have come across a similar situation just now... Turns out that Validator is not finding email addresses blacklisted unless you use the exact case combination. So if DMorneau@abc.com was blacklisted, typing dmorneau@abc.com in the validator email address field will not find it.

Perhaps Validator can be improved to look up in a case insensitive way ?

5 replies

sai_ram
sai_ram
Expert ⭐️⭐️
July 1, 2019
@john_apple could you please check whether you are leaving a sapce after the email address?

OR could you also cross check whether someone raised a delete request to gainsight.

john_apple
john_appleAuthor
Expert ⭐️
July 1, 2019
I'm looking for a recent example but I believe I tried without the space after the email (same results).

I found one this morning the that validator says invalid address but email logs are showing opened, clicked on, and hard bounce of all the same time/date.

john_apple
john_appleAuthor
Expert ⭐️
July 3, 2019
Found another today that Email Logs show a Hard Bounce but validator says they aren't on the blacklist. No space after the email

sai_ram
sai_ram
Expert ⭐️⭐️
July 9, 2019
@john_apple sorry for the inconvenience, we need your org credentials to debug the issue. Creating a suppport ticket to gather more info #82182 , our support team will contact you. Thanks for redirecting it here.

diane_morneau
diane_morneauAnswer
Helper ⭐️⭐️⭐️
August 14, 2019
@john_apple @sai_ram_pulluri

I have come across a similar situation just now... Turns out that Validator is not finding email addresses blacklisted unless you use the exact case combination. So if DMorneau@abc.com was blacklisted, typing dmorneau@abc.com in the validator email address field will not find it.

Perhaps Validator can be improved to look up in a case insensitive way ?

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