Email marked as bounced even though the email is sent and read

Product Support
1

Your software
My Mautic version is: v2.16.0
My PHP version is: 7.1.33

Your problem
My problem is that a lot of contacts who have previously opened my emails and clicked on the links etc. several times are now marked as bounced email, even though Mautic still shows that the email as opened. Here is an example, https://snipboard.io/zfIxnU.jpg if you look at it, who can see how many times this person has accessed my site (through my emails). Also, the other crazy part is that here you can see that the Do Not contact tag says the email bounced, https://snipboard.io/soLTay.jpg, even though right below that the email has been delivered and read too and this person has read many other emails from me. This is happening with many other contacts.

Can you provide some details on why this might be happening?

Many thanks in advance.

Best Regards,
Surabhi

2

Hi @surabhi!

I haven’t run into that issue myself, so I’m not sure why it might show that, but I do have a couple of ideas:

  1. Are you sending the email to corporate email addresses where the messages might be getting quarantined initially by the organization’s spam filters? Is there anything common among the email addresses that this is happening to? (For example, are they all to the same domain or to the same country, whereas successful email not marked bounced are all at other domains or to other regions?)

  2. I see you’re using PHP 7.1.33 – this may not have anything to do with your issue, but be aware that PHP 7.1.x is at end-of-life and no bugfixes or updates are being made to that version of PHP. You should definitely upgrade to at least PHP 7.2 or greater soon.

If you find a solution to your problem, please post a reply back here for anyone else that might be running into that problem, too.

Cheers,
Scott