After your survey is launched and your email invitations have been sent by our email engine, some of the emails may bounce. A bounce, is an email that is returned to you because it cannot be delivered for some reason.

When an email cannot be delivered it ‘bounces’ back to sender (hence the term ‘bounce’). These bounced emails are automatically registered in your contacts. The status of the contact changes to ‘bounced’. Should such a bounce occur because the email address has been misspelled, you can easily correct this email address and send a new email invitation.

For an overview of all possible types and subtypes of bounces, please visit this article: Bounce types and bounce subtypes

Correct bounced contacts

If an email address bounced because it was wrong or contained a typing error, you can easily correct it and resend your invitation by following these steps:

1. Go to the survey.
2. Click on Bounced in the survey overview.

3. Click on the pencil icon next to the status Bounced. The detailed bounce reason appears in a new window.

4. Correct the email address.

5. Click on Update and resend.

The contact status has changed back to Included.

A new invitation will be sent automatically to this contact in a few moments. You don’t have to take any additional actions yourself.

Related articles

• Contact statuses explained.
• Bounce types and bounce subtypes
• Contact report vs Respondent report