Contributor I

Solved

Bounces t-online.de

Forum|Forum|5 years ago
April 3, 2021
37 replies
4444 views

Hi there - we experience huge problems with bounces to all @t-online.de address (which is Germany’s biggest online provider, hence a big problem for as as Germany is our key market). Essentially all e-mails to @t-online.de bounce for several months already, and we now have several thousand suppressed profiles because of that.

I contacted Klaviyo several times and they always say they will look into it (and trying one more time now), however the problem persists.

Does anyone have any advice on how to best address this? Is this something Klaviyo needs to fix (i.e. is Klaviyo getting blocked), or is our domain the problem? Note we just started to set up our own domain in Klaviyo (have added DNS accordingly), but no results yet.

Also does anyone know how I can un-suppress the profiles in bulk?

Thanks for the help, any advice highly appreciated!

This topic has been closed for replies.

Best answer by chloe.strange

Hi @chris141331 and @superoelk,

Thank you for surfacing your concerns and @chris141331 for sharing your workaround with the community.

We understand that this situation has been challenging and a point of frustration for many, and we appreciate you sharing your feedback and concerns. This issue continues to persist across the industry. @francis.baker shared the steps that we are taking as an organization to improve this experience:

Hey everyone!

My name is Francis, I am a Deliverability and Compliance technical specialist here at Klaviyo. I wanted to follow-up on this thread and provide some more information.

Klaviyo is actively looking into joining CSA. The CSA application is extensive, and before we can meet all the standards and requirements, they have we need to do some technical changes. We are actively working on these technical changes, as well as working with CSA.

T-Online is currently not listed as a member of CSA, so yes, the CSA Certification has great benefit. We currently have no evidence, that it will assist with making inbox placement at T-Online easier. Here is a list of all ESP’s and MBP’s that currently take advantage of the CSA Certificate. https://certified-senders.org/participants/

We understand, how difficult this situation is, and we are all feeling it in the industry. Klaviyo is actively working on ways to make this better and smoother. Deliverability has always been a top priority and will continue to be.

Best,

Francis

We'll be closing this thread at this time as we do not have any updates to share. If there is an update to share we will be sure to reopen the topic for visibility. Again, we appreciate your patience and are actively exploring the best strategy for moving this forward.

Best,

Chloe

Show previous replies

F

Fliegenglas

Contributor I

Same issue here… I have just send the first newsletter and all t-online.de addresses got bounced.

It would be good, if Klaviyo could warn users about such addresses, as there is little we can do to prevent these bounces without knowing the issue beforehand.

By the way: t-online.de addresses are very popular in Germany, unfortunately.

francis.baker

Klaviyo Employee

Hey everyone!

My name is Francis, I am a Deliverability and Compliance technical specialist here at Klaviyo. I wanted to follow-up on this thread and provide some more information.

Klaviyo is actively looking into joining CSA. The CSA application is extensive, and before we can meet all the standards and requirements, they have we need to do some technical changes. We are actively working on these technical changes, as well as working with CSA.

T-Online is currently not listed as a member of CSA, so yes, the CSA Certification has great benefit. We currently have no evidence, that it will assist with making inbox placement at T-Online easier. Here is a list of all ESP’s and MBP’s that currently take advantage of the CSA Certificate. https://certified-senders.org/participants/

We understand, how difficult this situation is, and we are all feeling it in the industry. Klaviyo is actively working on ways to make this better and smoother. Deliverability has always been a top priority and will continue to be.

Best,

Francis

C

chris141331

Active Contributor I

@francis.baker Any update on a solution?

@chloe.strange Any update on a workaround in the meantime?

What can I do? What are you guys really up to?

Off the Top of My Head I have tow feature requests:

soft suppress: “suppress temporarily in all campaigns and flows”
auto refund: automatically refund us poor little SMAs for money not made and the time extra spent

I could cry.

C

chris141331

Active Contributor I

@Fliegenglas@Erik@Roland@superoelk et al - a temporary work around for campaigns could be a local serial mailer program:

I bought serial mailer 8 for 40 EUR on mac
I imported my 500 t-online clients
t-online postmaster said I could send 500 mails withouth damaging my reputation
be aware of your sender limits of your email account, both per hour / per day (which I found out by “testing” them now have to get into nitty gritty details of email account seettings, yey!)

Whats your plan of action for both, a workaound and a solution?

S

superoelk

Contributor I

@chris141331 Thank you for sharing your workaround. I don’t know if this local program can be a fit for us, we currently have about 3.000 t-online clients. We could also switch back to our former mailing software. But we really don’t want to work in 2 different mailing systems and creating every campaign multiple times.

Klaviyo has to finally solve this.

Unfortunately, we currently don’t have any other workaround. Customers are constantly calling and asking us, why they don’t receive our newsletter and our opt-in mail. And there’s nothing else for it but to ask them to use another e-mail-address 🙈

C

chris141331

Active Contributor I

@superoelk agree! How do you exclude t-online clients from getting any mails from klaviyo in the meantime? How do you get suppressed back to live other than manually?

If you chose to go back, you‘d better test the “old” provider before. I had campaign monitor deliver for us since 2009. In August 2021 was the last successfull (already a workarund) campaign. Yesterday 497 / 500 mails bounced with campaign monitor, too.

A nightmare, @francis.baker and @chloe.strange - and no solution!

chloe.strangeAnswer

Community Manager

Hi @chris141331 and @superoelk,

Thank you for surfacing your concerns and @chris141331 for sharing your workaround with the community.

We understand that this situation has been challenging and a point of frustration for many, and we appreciate you sharing your feedback and concerns. This issue continues to persist across the industry. @francis.baker shared the steps that we are taking as an organization to improve this experience:

Hey everyone!

My name is Francis, I am a Deliverability and Compliance technical specialist here at Klaviyo. I wanted to follow-up on this thread and provide some more information.

Klaviyo is actively looking into joining CSA. The CSA application is extensive, and before we can meet all the standards and requirements, they have we need to do some technical changes. We are actively working on these technical changes, as well as working with CSA.

T-Online is currently not listed as a member of CSA, so yes, the CSA Certification has great benefit. We currently have no evidence, that it will assist with making inbox placement at T-Online easier. Here is a list of all ESP’s and MBP’s that currently take advantage of the CSA Certificate. https://certified-senders.org/participants/

We understand, how difficult this situation is, and we are all feeling it in the industry. Klaviyo is actively working on ways to make this better and smoother. Deliverability has always been a top priority and will continue to be.

Best,

Francis

We'll be closing this thread at this time as we do not have any updates to share. If there is an update to share we will be sure to reopen the topic for visibility. Again, we appreciate your patience and are actively exploring the best strategy for moving this forward.

Best,

Chloe

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