Who can use this feature?
Available on:
All Culture Amp subscriptions.
When emails sent by Culture Amp encounter delivery issues, affected users will appear under the Bounces drop-down on the Users page. Addressing these bounced emails is essential to ensure accurate participation rates and smooth survey processes.
Why do emails bounce?
Bounced emails can occur for several reasons, including:
Incorrect email address (e.g., misspelled names)
Inactive email account (email address no longer in use)
Wrong domain name (e.g., '.com' instead of '.com.au')
Full mailbox (the recipient's mailbox is full and can't receive new emails)
Investigating bounced emails is important to prevent reduced participation rates. Even when emails bounce, those users are still counted in the participation rate. Ensuring correct email details also helps future surveys run more smoothly. If a survey email is accidentally sent to a former employee, you should deactivate that user. See deactivating users.
How to action bounced emails
A user will remain on your email bounce list until you manually Clear the bounce notification. To manage bounced emails, follow these steps:
1. Go to your Users page
Go to Settings > Users.
2. Filter by bounced emails
Click the Filters icon
Under Status, select Email bounces from the drop-down.
3. Review bounce details
Confirm if the user is still eligible to participate (e.g., ensure they haven’t left the organization).
Check if there’s enough time left before the survey due date for the user to participate.
Look for any spelling errors in the email address (e.g., misspelled name or domain).
4. Decide on next steps
Resend email: If the email address is correct go to the surveys Participants page to resend another survey invite/reminder.
Clear the bounce:
Individually: If no email needs to be sent, check the box next to the individual employee, then click the triangle icon with the exclamation mark to clear the bounce notification. If needed, deactivate the user.
In bulk: Alternatively, check the "Employee" box to select all users, then click "Clear Email" to remove bounce notifications for all employees. If needed, click Deactivate to bulk deactivate the users.
FAQs
Why haven’t my participants received a survey email, even though they aren't on the bounced list?
Survey emails are typically sent within 15 minutes of launch. However, internal email systems may slow delivery when they detect a high volume of emails. Your IT team can limit the number of emails accepted at once, which may delay delivery.
To help prevent this, add Culture Amp’s email address to your allow list.
The employee’s email address is correct. Why did the email bounce?
While an incorrect email address is a common cause of bounces, there are other reasons this might happen:
The recipient's inbox is full.
A past bounce wasn’t cleared properly.
After verifying the email, clear the bounce status and try resending the email to check if the issue persists.
Related pages:
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