Troubleshooting: Bounced Survey Emails

The survey email will bounce if it's rejected by the recipient's mail server.

A bounced email is not the same as the email going into spam or the employee having unsubscribed to Peakon emails.

There are 2 types of bounced emails:

Soft bounce. Example: The recipient's inbox was full. Reenabling email send-out for the employee will typically resolve a soft bounce.

Hard bounce. Example: The email address is incorrect due to a typo. Reenabling email send-out won't work until you resolve the underlying issue.

The solution mainly depends on the type of bounce, and the cause of it. To begin, identify the employees with bounced emails:

Security: Manage employees
.

Go to

Administration

Employees

Select the filter

Email status

Set the filter to Bounced
.

Open the employee record of an employee with a bounced email. Hover over the

Reenable

button near the

field to display the error message.

Note that it is not possible to reenable bounced emails in bulk. If you've a large group of bounced emails, we recommend checking a sample of employees at random to inform yourself of the possible causes across the group.

Identify whether the error message indicates a soft or a hard bounce and use the appropriate solution.

Type	Solution
Soft bounce	Click Reenable to retry the email send-out if the email address is correct and you're not aware of any underlying issues. The resend is instant if there's an open survey round. The bounce message will persist if the email still bounces.
Hard bounce	Verify that the email address is correct. Check for: Typos. New last name. Domain. Example: kinetar.com vs kinetar.co.uk. If you've identified multiple email addresses with a typo, you can update them in bulk by exporting the employees and re-importing them with the corrected email address. If the email addresses are valid and you have an open survey round, Peakon will automatically resend the email to the new email addresses. When updating email addresses using a data import, ensure that the employee ID remains the same so that the system updates the existing employees. If the email address is already correct, work with your IT team to resolve the issue that displays in the error message when hovering over the Reenable button. You can continue attempting to reenable the email send-out after resolving the issue, to see if it persists.

Type

Solution

Soft bounce

Click

Reenable

to retry the email send-out if the email address is correct and you're not aware of any underlying issues.

The resend is instant if there's an open survey round. The bounce message will persist if the email still bounces.

Hard bounce

Verify that the email address is correct. Check for:

Typos.

New last name.

Domain. Example: kinetar.com vs kinetar.co.uk.

If you've identified multiple email addresses with a typo, you can update them in bulk by exporting the employees and re-importing them with the corrected email address. If the email addresses are valid and you have an open survey round, Peakon will automatically resend the email to the new email addresses.

When updating email addresses using a data import, ensure that the employee ID remains the same so that the system updates the existing employees.

If the email address is already correct, work with your IT team to resolve the issue that displays in the error message when hovering over the

Reenable

button. You can continue attempting to reenable the email send-out after resolving the issue, to see if it persists.