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Bulk unsuppressing hard bounces


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I had a DNS error that caused a spike in hard bounces on 2 email sends. As a result, I now have about 1000 profiles that are suppressed but shouldn’t be. I made a segment containing all the profiles and tried bulk unsuppressing them, but it didn’t work because one of the rules for bulk unsuppress is  “If profiles were suppressed due to a deliverability block . . . they will remain suppressed”. 

Is there a workaround to bulk unsuppress these profiles? 

Best answer by Mich expert

Hi John,

Thank you for sharing your concern—this is a tricky situation, but I’m happy to guide you through it.

Unfortunately, Klaviyo has strict policies around unsuppressing profiles flagged due to deliverability issues, such as hard bounces caused by DNS errors. Profiles suppressed for these reasons cannot be unsuppressed directly for compliance with email deliverability best practices. However, here are some steps you can take to address the issue:

Proposed Solution

  1. Verify the DNS Configuration

    • Before proceeding, confirm that your DNS settings (SPF, DKIM, and DMARC) are correctly configured. This will ensure future emails don’t encounter similar deliverability issues.
  2. Manually Re-Engage Suppressed Profiles
    Since these profiles cannot be unsuppressed directly, you can take the following approach:

    • Export the segment of suppressed profiles.
    • Review and clean the list to ensure these email addresses are accurate and active.
    • Send a re-permission email campaign from a different email marketing platform or tool (e.g., Mailchimp or SendGrid). Clearly explain the situation and ask recipients to opt back in.
  3. Re-Import Profiles into Klaviyo

    • Once recipients opt back in, re-import the list into Klaviyo with proper consent. This process will re-activate the profiles.
  4. Monitor Deliverability Closely

    • After resolving the issue, monitor your future campaigns to avoid similar occurrences. Keep an eye on bounce rates and ensure all email lists are clean.

Additional Advice

If you need to take immediate action or escalate the issue, consider contacting Klaviyo support directly. They might assist in reviewing the situation and verifying that the suppressions were caused by the temporary DNS error.

Let me know if you need any additional guidance. I’m here to help!

Best regards,
Michael
Klaviyo Expert & Email Marketing Specialist

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3 replies

ArpitBanjara
Principal User I
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  • Principal User I
  • 371 replies
  • January 16, 2025

Hey ​@John Ela 

Have you tried exporting the segment to a csv list?

if not, please export the segment you have created into a csv list and re-upload/import it to Klaviyo list by giving consent to these profiles.

I hope this helps and thank you for sharing your question here in the community.

Cheers

Arpit


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  • Author
  • Contributor I
  • 2 replies
  • January 28, 2025

Hey ​@ArpitBanjara , that didn’t work. The profiles stayed suppressed . . . 


Mich expert
Problem Solver IV
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  • Problem Solver IV
  • 64 replies
  • Answer
  • January 28, 2025

Hi John,

Thank you for sharing your concern—this is a tricky situation, but I’m happy to guide you through it.

Unfortunately, Klaviyo has strict policies around unsuppressing profiles flagged due to deliverability issues, such as hard bounces caused by DNS errors. Profiles suppressed for these reasons cannot be unsuppressed directly for compliance with email deliverability best practices. However, here are some steps you can take to address the issue:

Proposed Solution

  1. Verify the DNS Configuration

    • Before proceeding, confirm that your DNS settings (SPF, DKIM, and DMARC) are correctly configured. This will ensure future emails don’t encounter similar deliverability issues.
  2. Manually Re-Engage Suppressed Profiles
    Since these profiles cannot be unsuppressed directly, you can take the following approach:

    • Export the segment of suppressed profiles.
    • Review and clean the list to ensure these email addresses are accurate and active.
    • Send a re-permission email campaign from a different email marketing platform or tool (e.g., Mailchimp or SendGrid). Clearly explain the situation and ask recipients to opt back in.
  3. Re-Import Profiles into Klaviyo

    • Once recipients opt back in, re-import the list into Klaviyo with proper consent. This process will re-activate the profiles.
  4. Monitor Deliverability Closely

    • After resolving the issue, monitor your future campaigns to avoid similar occurrences. Keep an eye on bounce rates and ensure all email lists are clean.

Additional Advice

If you need to take immediate action or escalate the issue, consider contacting Klaviyo support directly. They might assist in reviewing the situation and verifying that the suppressions were caused by the temporary DNS error.

Let me know if you need any additional guidance. I’m here to help!

Best regards,
Michael
Klaviyo Expert & Email Marketing Specialist