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When an email address stops accepting mail, Vero suppresses it so you don’t keep sending to an address that damages your sender reputation. Suppressions are shown on the user’s profile, alongside their properties, tags, and segments, so you can see why a profile is no longer contactable and, where appropriate, remove the suppression. Suppressions apply to email only. A suppressed profile can still receive SMS and push messages.

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Viewing suppressions on a profile

Open a profile from the Profiles page and look at the Suppressions panel on the Overview tab. The panel only appears when the profile has a suppression or a recorded soft bounce — profiles that are delivering normally don’t show it. Suppressions panel on the profile Overview tab The panel shows one of two states:
  • Hard bounced — the address is suppressed and no further emails will be sent to it. The panel shows the reason, how long ago the suppression happened, and an information icon explaining what caused it.
  • Soft bounces — the address has returned one or more temporary failures but is not suppressed. Vero still sends to it. The count is a warning sign, not a block.

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Hard bounce reasons

The label tells you why the address was suppressed:
  • Hard bounced (Direct) – the recipient’s mail server returned a permanent error, indicating the address is invalid, closed, or non-existent.
  • Hard bounced – the address soft bounced more than 10 times in 30 days, which triggers an automatic hard bounce.
  • Hard bounced (Complained) – the recipient marked one of your emails as spam. Vero suppresses these addresses automatically to protect your sender reputation.
  • Hard bounced (Manual) – the address was suppressed manually.

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Soft bounces

A soft bounce is a temporary delivery failure — a full mailbox, a server that is down or overloaded, or a message the receiving server won’t accept right now. Vero counts soft bounces over a rolling 30 day window and clears the count once a message is delivered successfully. If the count reaches 10 within that window, the profile is hard bounced and suppressed.

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Removing a suppression

You need edit access to profiles (Member or Owner) to remove a suppression. Team members with view-only access can see the Suppressions panel but not the actions menu.
  1. Open the profile and find the Suppressions panel on the Overview tab.
  2. Click the actions menu (…) next to the suppression and choose Remove suppression….
  3. Read the warning in the dialog, then tick the confirmation checkbox to confirm you have a legitimate reason to remove the suppression.
  4. Click Remove suppression.
Remove suppression confirmation dialog Removing a suppression makes the address email-contactable again. Vero removes it from your project’s suppression list, removes it from your email provider’s suppression list where the provider keeps one, clears the hard bounce status, resets the soft bounce count, and removes the bounce tags Vero added to the profile.
Only remove a suppression when you have a valid reason — a corrected email address, or explicit re-consent from the contact. Sending to unverified bounced addresses damages your sender reputation and deliverability, and laws including CAN-SPAM, CASL, and GDPR may restrict re-contacting an address without clear re-consent.

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What removing a suppression doesn’t change

Suppression and subscription status are separate. Removing a suppression does not resubscribe a profile. This matters most for spam complaints: when a recipient marks an email as spam, Vero both suppresses the address and marks the profile as unsubscribed. To message that profile again you also need to resubscribe them, which you should only do with clear re-consent.

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Next steps

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Need Help?

If you have any questions, reach out to us at support@getvero.com.