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Message dropped - Invalid or problematic address

B
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When I am trying to send an answer to a client, the forwarding fails with the following error: Message dropped - Invalid or problematic address

*the ardesse is correct and I can send an email without any problems 


24 replies

aravind.sundararajan
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Userlevel 4
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Hello Baiba,


Welcome to the Freshdesk Community! That's really strange. Our support heroes can help in identifying the problem that's preventing you to reach out to the user from Freshdesk. Since we require additional details to troubleshoot this effectively, I'm moving this to a private support conversation. You'll receive an email from us soon!


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
J
Rank

Hi,

We are having the same problem with one customer.  Is there a solution for this?


aravind.sundararajan
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Userlevel 4
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@Jennifer I could see that you've already reached out to our support team. The latest information that I have is that the emails sent to the customer's address were getting bounced out for some reason. The bounced logs have been cleared now and the system will try sending the emails without dropping them off. Can you please try sending an email from your helpdesk and see if that works?


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
M
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Hi,

We are having the same problem with one customer.  Is there a solution for this?


Thanks!



 


aravind.sundararajan
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Userlevel 4
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@Melanie: Let me connect you with one of our support heroes who'll assist you with this. Sorry for the hassle!


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
A
Rank

Hi,

We are having the same problem with one customer.  Is there a solution for this?


Thanks!


aravind.sundararajan
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Userlevel 4
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@Antonio I just glanced through your support ticket and it looks like a couple of emails that were sent got bounced out for some reason. Our email service provider makes a notice of email delivery failures and then soft blocks the email address if there are any.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
J
Rank

Hi,


We also encountered the same problem. Sometimes it is sent successfully, sometimes we encounter this bounce email.


Thanks ahead.


2 Attachments
aravind.sundararajan
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Userlevel 4
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@Joesa, The latest news is that the contact has been removed from the bounced list and the emails will be delivered without any issues. Looks like our email servers cannot reach the recipient, at times, due to which the emails get bounced out.


You might want to forward this error message to your IT team and see if they can help with this.


REASON- 550 5.1.10 RESOLVER.ADR.RecipientNotFound; Recipient not found by SMTP address lookup


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
K
Rank

Hi,


we have the same porblem with one of our customer. He has two different E-Mails ans both are blocked.

Is there anything i can do?


Thanks.


J
Rank

Hi,


I've facing the same issue for a while now and I have contacted Freshdesk support team and still no feedback.


Annoying,

Please advise


aravind.sundararajan
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Userlevel 4
Badge +12

@Fabian Here's the error message received at our end while trying to deliver the emails:

550 5.7.1 <recipientemail>: Recipient address rejected: temporarily blocked because of previous errors - retrying too fast. penalty: 30 seconds x 0 retries.


We've cleared the bounced logs and so you can now try sending the emails to the customer.


@Joel Do you have a ticket number that I can use to track your request?


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
J
Rank

Here we go: Ticket#3136446


aravind.sundararajan
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Userlevel 4
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@Joel I'm unable to locate the ticket using the ID - not sure why. Would it be possible for you to send us a new ticket with the requester information? I can assure you a quicker turnaround time.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
J
Rank

Hello, Here new ticket#3222659


aravind.sundararajan
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Userlevel 4
Badge +12

@Joel Our agent has cleared the bounces that occurred with the previous emails. Can you please try sending an email now and see if it gets delivered?


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
W
Rank

We are having the same issue. The reply is to tell them that we have their email account fixed now... Funny... We should be able to reset bounces ourselves. We are an IT support desk, this will happen again. 


S
Rank

I have the same issue The following message composed by you on ticket 5916
failed to reach the recipient username@domain.sx.


Reason: "Message dropped - Invalid or problematic address. Now could the issue be that the domain suffix is .sx? I was able to e-mail the customer 1 second after this came in
R
Rank

I have experienced this problem with an email address we are in frequent communication with. I'm not sure if I'm allowed to share the email address with you though to unblock it.


B
Rank

Hello - I am having the same issue, please let me know what I need to do to fix this. 


Thanks, 

Brian 


P
Rank

I'm facing this same issue and it is so frustrating. Message dropped - Invalid email address
If you send it directly from GSuite it goes through without any issues. 


zuza
Rank

Same problem from me. I have an issue with Apple hidden emails (@privaterelay.appleid.com). I whitelisted company and Freshdesk domain at Apple (here is how:https://developer.apple.com/help/account/configure-app-capabilities/configure-private-email-relay-service). It helped with sending emails from GSuite, but emails are still blocked when sent from Freshdesk. 

I’m getting 2 errors:

1) Error

Email rejected due to an unexpected error. Please try again after sometime.

2) Message dropped - Invalid email address

Messages sent to this email address cannot be delivered, as the address is either invalid or mistyped. If this address has been blocked incorrectly, contact Freshdesk support at support@freshdesk.com.



Support team, please help

Annajusisca
Rank

I have experienced this problem with an email address we are in frequent communication with. I'm not sure if I'm allowed to share the email address with you though to unblock it.

Make your list 7ds

johnson002
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When I am trying to send an answer to a client, the forwarding fails with the following error: Message dropped - Invalid or problematic address

*the ardesse is correct and I can send an email without any problems 

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