If a user in your account is not receiving email notifications from Quickbase, their email address may be on our suppression list.
A suppression list is a list of recipient email addresses that are excluded from receiving emails. Users are automatically added to suppression lists for various reasons (like reporting an email as spam or unsubscribing), but this is reversible.
Realm admins can remove users from the suppression list directly in the Admin Console. This will allow them to receive Quickbase email notifications again.
How users are added to the suppression list
Quickbase email recipients are automatically added to the suppression list by our mailing host based on email server and recipient behavior. The purpose is to prevent the Quickbase email domain from receiving a low sender reputation rating and being flagged as spam. This action is reversible and is not impacted by Quickbase users or Quickbase software.
Here are some reasons why an email address may be added to a suppression list:
Spam complaint or feedback loop (FBL)—If you report a Quickbase email as spam using the link provided by your internet service provider (ISP), the ISP sends a spam complaint or FBL message to our mailing host. They then automatically add the recipient's email address to the suppression list.
Hard bounce—When messages bounce (get rejected and sent back to the sender), the ISP lets the sender know whether it was a soft bounce or a hard bounce. A soft bounce is a temporary error or delay indicating that the message was sent to a valid recipient address. A hard bounce indicates that the message was sent to an invalid email address that should not be retried. The mailing host automatically adds any email address associated with a hard bounce to our suppression list.
Unsubscribe requests—If you unsubscribed to Quickbase emails by selecting the Unsubscribe link in the message or by using the List-Unsubscribe header, your email address is automatically added to our suppression list.
Unregistered email identity—When a user is invited to an app before their email identity is provisioned with the email provider, the invite fails and their address is automatically added to our suppression list. Resend your Quickbase invitation or verification email once the email address is provisioned
How users are automatically removed from the suppression list
Quickbase automatically removes some users from the suppression list without any action from a realm admin. This only applies to addresses suppressed due to a hard bounce (when an email is sent to an address and returned as invalid). Quickbase does not automatically remove addresses suppressed for other reasons, such as a spam complaint or an unsubscribe request.
When a new suppression occurs, Quickbase checks whether the address is eligible for automatic removal.
Quickbase won't automatically remove an address suppressed due to a hard bounce if it:
Belongs to an invalid domain
Is a free email domain
Is a disposable email domain
Individual addresses are only removed 1 time. There's also a daily limit on automatic removals of 5 per 24 hours for a single realm. If a user or realm exceeds this limit, Quickbase won't automatically remove the address, and a realm admin must remove the user from the suppression list manually.
Remove users from the suppression list
Realm admins can request to remove users from the suppression list on the Users page of the Admin Console. This is only possible if the user's company email domain has been registered with Quickbase. There is also a limit of 5 requests per hour, with up to 10 users per request.
To remove a user from the suppression list:
Go to the Users page in the Admin Console.
Select the user(s) you want to remove from the suppression list.
Select Remove from suppression list and confirm the action.
View the results of this action to confirm if your selected users were successfully removed from the list or not.
