E-mails - why isn't a user receiving e-mails?

In this article, you'll learn:

• What a suppression list is

• Why email addresses end up on it

• Why certain addresses should not be removed

• How to make sure a staff member can receive emails again

• A common issue when adding new staff

What is a suppression list?

A suppression list prevents emails from being sent to addresses that have previously caused delivery issues. Studytube uses this list to ensure emails only reach valid and engaged recipients.

An email address may be added to the suppression list for the following reasons:

• Hard bounce: The address doesn’t exist, is misspelled, or has been deleted.

• Unsubscribe: The staff member has opted out of receiving Studytube emails.

• Spam complaint: The email was marked as spam by the recipient.

• Provider complaint: The email provider marked the message as unwanted.

• Temporary issues: Delivery fails repeatedly, for example due to a full inbox.

Once one of these events occurs, the address is automatically added to the suppression list. Studytube will no longer send emails to that address.

Common issue: adding new users too early

A frequent cause of hard bounces is when a staff member is added to the academy before their email address is active. The welcome email that Studytube tries to send bounces, and the address is immediately placed on the suppression list.

Important: The only way to avoid this is to add a new staff member to the academy only after their email address has been activated. If this step is skipped, the issue will continue to occur.

Why should certain addresses remain on the suppression list?

It's important not to remove every address from the suppression list. Here’s why:

• Legal compliance (e.g. GDPR): You are required to respect opt-outs.

• Email deliverability: Continuously sending emails to invalid or unwanted addresses lowers your sender reputation and increases the risk of ending up in spam folders.

• User experience: Staff members who opted out don't want to receive further emails. Ignoring this can damage trust in your organization.

Only remove an address from the suppression list if you're certain it was added by mistake (e.g. due to a typo or a fixed mailbox).

Important:

An email address is not removed automatically from the suppression list, even if the original issue is resolved. This must be done manually.

What to do if a staff member needs to receive emails again

First, verify that the email address is valid and active. You can do this by sending a real email to it—ideally handled by your IT or support team. If the address works correctly, contact Studytube Support to request its removal from the suppression list.