Read your suppression list

Open your suppression list

The list has its own page under your audience. Open Contacts, click the page title to drop the menu open, and choose Suppressions. You can also reach it from the Bounces card on your deliverability view, from the bounce rate card on your dashboard, or by typing suppression into global search.

The Total beside the page title is the honest size of the problem, counted once per address.

Open your suppression list in Mailsoftly

Read a row

Each row is one address, newest first, twenty to a page.

• Name is the contact behind the address. It reads Unknown Name when the record has no name, and Contact when the record itself is gone.
• Object tells you what was suppressed. For your sends this is a Contact.
• Status is the reason. Undeliverable means the address bounced. Marked as spam means someone reported one of your emails.
• Email and Date are the address and the moment it was suppressed.

A run of Marked as spam rows dated to the same day almost always points at one campaign, so check what you sent that morning.

Know what puts an address here, and what does not

This is the part worth getting right, because not every delivery failure suppresses anybody.

• A hard bounce suppresses the address immediately. The mailbox does not exist, so there is nothing to retry.
• A spam complaint suppresses the address immediately. Someone pressed the report button.
• A soft bounce does not suppress on its own. A full mailbox, a greylist, a server that was busy: these are temporary, and Mailsoftly only suppresses the address after three consecutive soft failures inside thirty days. When the provider cannot tell us what went wrong, two is enough. A successful delivery resets the count.
• A reputation block never suppresses anyone. If a receiving server refuses your mail because of a blocklist entry or a spam filter, the address is fine; the problem is on the sending side. Mailsoftly records it so it shows in your numbers and leaves the contact alone.

Mailsoftly also never resends a failed message itself. Sending providers already retry temporary failures for hours before they tell us anything, so by the time an address reaches this list, retrying has already been tried.

Search the list and export it

Use the search box to check one person. It matches on first name, last name, or email address, so you can answer "why is she not getting our newsletter" in a few seconds. The refresh button beside it reloads the current search.

If your plan includes contact export, the download button next to it exports the whole list. Mailsoftly runs the export in the background and emails you when the file is ready, and it also lands in your export history.

Keep that export when you move a list between tools, so a bad address does not come back in through an import.

Understand what a suppressed address means

A suppressed address is genuinely excluded. Mailsoftly checks this list before every campaign, every automation, and every batch of a gradual or A/B send, so an address here will not be sent to even if it sits in a list you select.

• The contact disappears from your Contacts view. That is deliberate, and it is where people usually notice something happened. You can still find them inside any list they belong to, and their profile still opens.
• On that profile, the Email subscriptions card shows a Bounced or Complaint badge instead of Subscribed, and the subscription switches lock.
• You cannot change that person’s email address, delete the record, or add the address again as a new contact. Trying it returns a message telling you the address is on your suppression list.
• Removing an address from the list needs our support team. That is on purpose: a hard bounce or a complaint is a signal worth keeping, and quietly clearing it is how sending reputations get damaged.

If you believe an address was suppressed in error, write to support with the address and the campaign it failed on, and we will look at what the receiving server actually said.