Unsubscribes and bounces
See which email addresses and phone numbers your centre will not send to, and why, and lift a suppression when it is right to.
Updated 18 October 2026
Why this exists
Sending to an address that bounced, or to someone who asked to stop, harms your centre's reputation and its email delivery. The suppression list stops those messages automatically, and shows you exactly why an address is on it. Marketing opt-outs never block lesson changes, invoices or safety messages.
Some people must not be sent certain messages. Your centre keeps a list of them, and every email and text is checked against it before it goes.
How people get on the list
Addresses are added automatically:
- Not a working address: an email bounced. Nothing is sent there at all.
- Marked as spam: the person reported a message as spam.
- Texted STOP: the person replied STOP to a text.
- Unsubscribed or Asked to stop: the person used an unsubscribe link.
- Did not opt in on the enrolment form: the marketing box was left unticked.
Each entry stops either Everything or Marketing only. Marketing only never blocks lesson changes, invoices, password resets or safety messages.
See the list
- Open People > Unsubscribes and bounces (Unsubscribes and bounces). You need an admin role and the communications.broadcast permission.
- Search by address. Each row shows the channel, the reason, where it came from and any detail.
Lift a suppression
- Open the entry and choose to lift it.
- Say What changed, or How and when they asked. A reason is always needed.
- Press Lift suppression.
The rules are strict on purpose:
- A bounce can be lifted only once the old address is off every record.
- A person's own request to stop can be lifted only when they asked to hear from your centre again. Tick This person asked to hear from the centre again.
Every lift is recorded in your centre's audit log.