Email gets suspended even after changing the email address | Adobe Higher Education
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A
Anonymous
September 23, 2015
Frage

Email gets suspended even after changing the email address

  • September 23, 2015
  • 3 Antworten
  • 1963 Ansichten

So here's the case: a lead registers on the website (and gets synced to Marketo) with a fake email address. Marketo tries to deliver him an email, the email keeps bouncing (since this email address doesn't exist) and then Marketo marks this lead as "Email Suspended", error 550 5.7.1: Relay access denied. Next time, the lead fills out form with their actual email address and is merged to the first lead. The weird part is, this new lead still gets suspended after the merge, now when it has a valid email address; their old fake email address appears again in the Email suspended cause.

What sort of magic should I apply to stop Marketo from suspending this lead?

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3 Antworten

J
Adobe Employee
JohnCl9Adobe Employee
Adobe Employee
September 23, 2015

Hi Elena,

Are you merging these leads manually?  Marketo should not automatically merge the two records just because there are two form fill outs in the same browser.

John

Kenny_Elkington
Adobe Employee
Kenny_ElkingtonAdobe Employee
Adobe Employee
September 23, 2015

The suspension will persist for 24 hours after a spam-related bounce regardless of any changes to the record.  Just send again 24 hours after the suspension.

Josh_Hill13
Josh_Hill13
Level 10
September 23, 2015

Can you show us a screenshot? Once a lead is Email Suspended, this condition persists on the record after 24 hours EVEN THOUGH Marketo will send to it as long as Email Invalid=F and Unsub=F

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