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Summary This article covers potential causes of bounced emails, the “from address” in Mailer, and limits on outgoing emails. |
Bounced Emails
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A “bounce” is a notification indicating that an email failed to reach its intended recipient's inbox. When a survey is distributed via Qualtrics Mailer, the survey notification email might be rejected, indicating the respondent didn't receive the invitation to participate in a survey. |
The following explains why Qualtrics emails bounce and provides steps to resolve the issue.
Instructions
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Incorrect Email Address
Make sure the email address was entered correctly.
Respondent has Opted Out
Determine if the respondent has opted out of receiving invitations from your surveys.
Step 2: Click on the hamburger menu (three horizontal lines) at the top left of the screen; click Directories and then click .
Click Directories.
Click on the list where the respondent was added.
On the contacts list page, look for the Status tab entry of “Opted-in” or “Opted-out.”
If the respondent has opted out,
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the respondent will no longer receive emails sent to that contact list.
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The respondent opted out using a link at the bottom of the email sent to them via Qualtrics Mailer
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You can ask the respondent to opt back in by locating the original Qualtrics email that included an opt-out link. The respondent can click a link to opt back into receiving emails from the contact list.
Step 3: If the email address was entered correctly, and the respondent has not opted out of the contact list, the respondent has likely opted out at the directory level.
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At the time this article was published, Boise State’s Qualtrics license does not allow access to the full version of the XM Directory where users can be opted back in. Our Qualtrics license will be upgraded on July 1, 2024, and at that time, we will have access to the full version of the XM Directory where we may be able to opt users back into receiving email notifications from Qualtrics.
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Qualtrics Added the Respondent’s Email Address to the Qualtrics Blocklist
If the project distribution history shows a hard bounce with the error beginning with "smtp; 550" this likely means that the email address flagged the distribution as spam, and Qualtrics added the email to their blocklist.
To determine the reason for the hard bounce, open the project and do the following:
Click Distributions.
Click Emails.
Click the arrow on the box on the right of the page.
Click Download history.
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If the download history shows a hard bounce with an error beginning with "smtp; 550" this likely means that the email address flagged the distribution as spam, and Qualtrics added the email to their blocklist.
To fix this issue, do the following:
Gather a list of email addresses with a hard bounce error code beginning with smpt; 550.
Ask Qualtrics support rep if Qualtrics blocked the email addresses.
If the email addresses were blocked, request the email addresses be removed from the blocklist.
Once removed from the blocklist, you can send a new survey invitation by creating a new panel with the email addresses.
Composing an Email in Qualtrics Mailer
From Address
The default for the From Address field was changed from noreply@boisestate.edu to noreply@qemailserver.com on February 2, 2024. This change was made so emails sent from Qualtrics are less likely to be marked as spam.
Weekly Limit on Outgoing Emails
Self-login accounts are limited to sending 500 emails a week through Qualtrics Mailer.
Academic accounts can send up to 25,000 emails a week.
A total of 300,000 emails per week can be sent university-wide by all accounts.
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