FAQ - Why is a user being classed as hard bounce? What does this mean? What can we do to stop it?

Hard bounces can happen. At MySchool we use AWS email services, hard bounces can occur, more often than not when the messages are stored in spam/junk folders, and we are not added as a 'trusted sender'. The email will become blacklisted to avoid repeated attempts to send. 

Contact our support with the email address of the user and we can unblock the mail.

What can we do to avoid this?

1. The first step is to ensure the email is valid when you enter this into the user profile. Is it the correct format? Does it exist?
2. If you have created a new staff member, verify with your internal IT that the email account has been activated before you send your first announcement to the user. This can cause an automatic hard bounce on creation.
3. Inform new users that they will receive a mail from no-reply@msm.io. This may be directed to their junk folder automatically. They need to add us as a trusted sender to avoid blacklisting.
4. If the users have a business email, there may be a block set by their employers. Ask for another email to avoid this in the future.