How To: Re-Verify Email Addresses

What is a Bounce?

A bounce happens when an email address rejects an incoming message. When messages bounce, it damages the sender’s mailing reputation. StarChapter protects the organization’s mailing reputation by excluding email addresses with too many bounces from mass mailings.

  Tip: Learn more about how StarChapter protects sending reputations in the Email Verification Overview

There are two kinds of bounces that StarChapter tracks: hard failures, which are permanent, and soft bounces, which are usually temporary.

StarChapter tracks all bounces through Communications > Charts and Reports > Bounce Checker. If an email address produces a single hard failure, or more than a certain number of soft bounces, it usually indicates a problem with the email address. Email addresses with soft bounces may be valid, but an address with continual soft bounces is unlikely to accept future messages without manual intervention.

What is Re-Verification?

Sometimes an email address bounces messages that the recipient wants to receive. If a recipient does not regularly monitor their messages, then these soft bounces can accumulate. This causes the recipient to be excluded from the organization’s mass mailings. Re-verifying an address confirms that it is valid and can accept mail, and includes the address in future mass mailings.

  Tip: The most common reason for a message to bounce is content. Certain phrases are commonly used by spammers, and should be avoided. Learn more about ensuring successful delivery in Email Content and Design Best Practices.

Before Re-Verifying an Address

Individuals who realize they are excluded from organizational mailings may be eager to re-verify their address. Before they can re-verify, they need to address the underlying delivery issue so that their address does not bounce future messages. It is important to communicate with the recipient whose email address bounces messages.

Sometimes individuals change companies and do not update their profiles to remove the email address held with their previous employer. In this case, re-verification is not needed, because the original address will no longer be used. Instead, update the contact’s profile and then refer to the instructions for How to Verify An Email Address.

If the email address is correct, but bouncing messages, the recipient should then white list the address. Depending on the service, the recipient may need assistance from their email provider to accomplish this.

Re-Verifying an Address

Go to Communications > Charts and Reports > Bounce Checker.

Bouncechecker Location

Search for the email address to check bounce details. Make sure that the address is correctly spelled and check the number of re-verification attempts. If there are multiple attempts, and the contact hasn’t yet re-verified the email address, then there may be a problem.

Bounce Checker Listing Screen

Click Re-verify.

Member Manager Reverify

A confirmation displays.

Email Verification Screen

Will Members and Non-Members Know What to Do?

The verification message looks similar to the image below. The example is from an email client which displays messages in plain text format. Other email clients may use different fonts for display.


Once the member or non-member clicks the link, then StarChapter validates the email address. This means the address can receive mass emails setup via Communications > Email Manager