There are a number of different reasons emails might not reach a handful of your users. These include (but are not limited to) errors or changes to email addresses, users accidently marking our emails as spam, or a user's inbox being full.

If you see a notification on your Friday Pulse account letting you know that we couldn't deliver emails to a number of your users, this means emails have been sent from Friday Pulse but have bounced back to us. These email addresses will be added to our bounce list and steps will need to be taken before they are removed from the list to ensure they do not continue to bounce.

1. Check the email address/es

The very first step is to check the email address is correct.

You might want to copy and paste the address from Friday Pulse into an email to test the address yourself. If the user receives your email, you can be sure the email address is correct.

If the email address is incorrect, correct the address in Friday Pulse and save it. Then, if your questions are still open, click on the ••• on the user's profile card to resend the invite to the user. If questions are closed, when they next open they will be sent to the new, corrected, address.

If this was the only issue, you won't need to do anything else.

2. Check allowlisting is in place

If the user's email address was already correct and they received your test email, you'll want to make sure your IT support have allowlisted our email address. You can find out more about allowlisting here.

If allowlisting was not properly in place previously and this has been updated, you'll want to skip to step 4.

If allowlisting was already properly in place, you'll need to continue on to step 3.

3. Find out where the email/s gets stuck

If the email address was correct (Step 1) and whitelisting was already in place (Step 2), then the next step is to find out where emails are getting stuck and bouncing back in your system.

Check with your IT support to ask them to look into where the email/s are getting stuck. They should be able to see where the email is being stopped before it reaches the user and be able to release them to the recipient.

Even if the user then receives the email that was stuck in your system, we'll need to remove the email address from our bounce list for future emails.

4. Removing the email/s from the bounce list

Once your IT support has made sure correct whitelisting is in place or have released the emails to the recipient/s, the addresses will need to be removed from the Friday Pulse bounce list.

Please email help@fridaypulse.com to let us know the exact email address/es so that we can be removed them from the Friday Pulse bounce list.