Failed Email Notices

When you send a mass email, TouchPoint will email you any notices we receive from our email provider regarding an inability to deliver the message. The Sender of this notice will be the System Admin for your church and the subject will include the original subject of the failed email and the reason for the failure - such as Bad Address.

The email will also contain a link to the recipient’s people record. Once on the person’s record, select the tab Emails > Failed to see the list of that person’s failed emails.

See below for the list of common reasons for an email to Bounce.

If the problem is a Spam Report, see the section below for more information.

These may appear to be a nuisance, but they are actually there to let you know who is not receiving your message. We hope you are interested.


In addition to the failed notices, we also have a Search Builder Condition that lets you find people that have had Failed Emails after a specified date.

We maintain two lists of email addresses that will prevent your messages from being delivered to those on either list.

  • Bounce Email List

  • Spam Report List

The Bounce Email List

The emails that have been bounced by the recipient’s Internet Service Provider will be put in this list. The reason will be explained in your notice. No email addresses on this list will be sent any future mailings for at least 30 days. After that time, our email provider will try again automatically. The Admin at your church can remove the email from the Bounce List. Emails on this list are typically coded as “dropped” and “Bounced address” after the initial problem has occurred.

Typical reasons for getting on this list are:

  1. account has been disabled

  2. no email account for that address

  3. user unknown

  4. not our customer

  5. unable to resolve domain name (probably misspelled)

  6. connection timed out (their ISP is down)

  7. connection refused

  8. mailbox full

  9. that domain is not allowed in my receipt hosts ( is not approved)

Reasons #. 2-5 could be a problem is as simple as a typo in the address, which you can easily correct. Example: (gmail is misspelled)

If you want your recipient to receive your emails just try to call the person to get his email address corrected.

The Spam Report List

Spam Report

A Spam Report means that a recipient registered a complaint about an email that was sent to him. He does that by simply clicking Spam or Junk when he receives your email. When that happens, his email address is placed on our Spam Report List.

Basically, that button is a way for a recipient to legitimately report spam and it will result in his never receiving any email (at that address) from that sender again as long as his email remains on that list. So, to avoid risking our good reputation as a mass emailer, we honor that report and stop sending him any emails.

What You Should Do About Spam Reports

When an address ends up on our Spam Report list, please contact the person to determine if he really does not want to receive your emails. He might have inadvertently clicked Spam when intending to click Delete. This is the most common reason we see for people getting on our Spam Report List.

be sure to explain to him what happens to our reputation when someone clicks the Spam (or Junk) button. This is so he will be careful not to do that again.


Depending on the reason the person clicked spam, you can take the following actions:

  • If the person wants no further emails from your church, you can remove his email address from his record.

  • If he only wants to receive transactional emails, such as password reset notices or online registration confirmations, you can uncheck the box beside the email address on his record. This will prevent him from getting mass emails, but not prevent him from receiving transactional ones.

  • If he just want to optout from receiving certain emails you can also manually Unsubscribe the person from a specific user by using the Optout feature.

  • If he made a mistake and does want to receive emails (this is the most common case) we can remove the spam block.


You will need to submit a Support Request asking us to remove the person from this list.

See also

Email Optout

Mass Email Policy

Having a good mass email policy for your church is goes a long way in preventing intentional spam reports.

Here are some suggestions:

  • Send mass emails On Behalf Of a ministry people record like Student Ministry, Children’s Ministry, Church Newsletter or Church Info. Each of these people records should have an email address that is specific to the ministry. That way someone can “unsubscribe” from one of these and not the others, and it will not “unsubscribe” them from a real person.

  • Someone should monitor the inbox on any address used for mass emailing. The best way to do this is to automatically forward emails sent to that address to a real person on the ministry team. Or, if you use Outlook, give a staff member access to that inbox.

  • Always include an {unsubscribe} link on every mass email. This should be prominently displayed, at the top or in the footer of the email. You want the recipient to use that link instead of the spam button. So make it easy for them to notify you if they don’t want to receive any more emails, so they will not complain to their ISP.

    See also

    Unsubscribe Link

  • Consider including the {track} email replacement code on mass emails so you will have data on how many (and which recipients) are opening those emails. In order for this to work, you should have an image, normally this would be a banner at the top of your email. This way, if the recipient opens the email, he will click the “display images” link on their email client. This will cause the single pixel tracker image to be downloaded from our site which lets us know they opened the email.

Not a Burden, a Responsibility

Don’t let this become a burden. You will never get your email list perfect. However, you do have a responsibility to make sure the people you are ministering to receive the communication you send them if they want to receive it.

Honestly, if you just sent out 1,000 emails and you get 10 bounces back, don’t fret if you don’t have time to deal with them right away. Even if you do nothing, you will get notified again on a future emailing.

How to Unblock a Bounced Email

When you get a Failed Email notice, you can click the link in the email to go to the person’s record. Then click the Emails > Failed tab to view that person’s failed emails. If the failure was a Bounce, you will see an unblock link on the right (if you are the Admin). Click Unblock. However, every bounced email will get unblocked automatically after 30 days.


Remember - you cannot remove a Spam Block. Only a TouchPoint team member can do that. Just submit a support request.

You can see the entire list (top 300) by going to The reason the email is blocked will be indicated.