--- title: How to Unblock a Client's Email Address After a Bounce description: Spot a bounced client email address on the client card, check it with the client, and unblock it so your emails are delivered again. --- [Skip to content](https://support.pabau.com/en/pabau2/how-to-unblock-a-clients-email-address-after-a-bounce#main-content) [![pabau logo white](https://support.pabau.com/hubfs/pabau%20logo%20white.svg)](https://support.pabau.com/en/pabau2?hsLang=en) Open main navigation Close main navigation - [Get Support](https://pabau.com/support-center/) [Get Support](https://pabau.com/support-center/) Pabau Knowledge Base - There are no suggestions because the search field is empty. 1. [Pabau Knowledge Base](https://support.pabau.com/en/pabau2?hsLang=en) 2. [Communications](https://support.pabau.com/en/pabau2/communications?hsLang=en) 3. [Communications](https://support.pabau.com/en/pabau2/communications?hsLang=en#communications) # How to Unblock a Client's Email Address After a Bounce When an email to a client can’t be delivered because the address doesn’t exist or the mailbox refuses it permanently, the address goes on your clinic’s **bounce list**. From then on, every email Pabau sends to that address is quietly dropped, including appointment confirmations, reminders and form requests, until someone removes it from the list. This guide shows you how to spot a bounced address on the client card and unblock it once you’ve checked it with the client. **Step 1: Open the Client’s Communications** 1. Open the client’s card and click the **Communications** tab. 2. Click **Email** to show only emails. ![The client card with the Communications tab and the Email filter marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490513696971-01-comms-tab.png) *Communications ▸ Email lists every email sent to the client* **Step 2: Find Out Why the Email Failed** A failed email has a red tick next to its subject. Hover over the tick to see its status. Two kinds of failure show an extra line under the sender and recipient: 1. **Bounced — SendGrid added this address to the bounce list**, followed by the reason the client’s mail server gave. The address is now blocked: later emails to it won’t be delivered until you unblock it. 2. A reason on its own, with the status **Rejected by the recipient’s mail server** on the tick. Only that one message was refused, often for a temporary reason. The address isn’t blocked, so there is nothing to unblock. You can use **Resend** from the row’s menu to try again later. ![Two failed emails: one with the Bounced line, one with only a rejection reason](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490513696971-02-bounced-row.png) *A bounced address (1) compared with a one-off rejection (2)* **NOTE:** Older failed emails may show only the red tick, without a reason line. **Step 3: Check the Address With the Client** A bounce usually means the address is wrong or no longer in use. Before you unblock it, confirm the address with the client. - If the address is wrong, correct the **Email** field in the client’s details and send the email again. The new address isn’t on the bounce list, so you don’t need to unblock anything. - If the address is correct (for example, the client’s mailbox was full or has now been fixed), go on to Step 4. **IMPORTANT:** Unblocking an address that still doesn’t work won’t get your emails delivered. The next email to it will simply bounce again and the address will go back on the list. **Step 4: Unblock the Address and Resend the Email** 1. On the bounced email, click the three-dot menu on the right. 2. Click **Unblock & resend**. Pabau removes the address from the bounce list, then sends the same email again. ![The three-dot menu of a bounced email with Unblock and resend marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490513696971-03-unblock-resend.png) *Bounced emails offer Unblock & resend instead of Resend* **Step 5: Or Unblock It While Writing a New Email** You don’t have to find the old email. When you write an email from the client card to an address on the bounce list, a yellow warning appears at the top of the composer saying the address **is on the bounce list** (or **has been on the bounce list since** the date it was added), with the reason it bounced. 1. Check the address with the client, then click **Unblock** in the warning. The warning disappears and you can send your email as normal. ![The email composer showing the bounce list warning with the Unblock button marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490513696971-04-composer-alert.png) *The composer warns you before you send to a blocked address* **Step 6: Confirm the Address Was Unblocked** A confirmation appears in the corner of the screen: - **Address removed from the bounce list**: emails to this address will be delivered again. - **This address wasn’t on the bounce list**: it had already been cleared, so nothing needed to change. - **Couldn’t remove the address from the bounce list**: the address is still blocked. Message us via the in-app chat and we’ll help. ![The confirmation message Address removed from the bounce list](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/490513696971-05-unblocked-toast.png) *The address can receive emails again* **TIP:** Unblocking only affects the one address. If emails to lots of different clients are failing, check that your sender address is set up and verified, so mail servers trust the emails you send. **What's next?** - [Understanding the Communications Page on the Client Card](https://support.pabau.com/en/pabau2/understanding-the-communications-page-on-the-client-card?hsLang=en) - [How to Send an Email from the Client Card](https://support.pabau.com/en/pabau2/how-to-send-an-email-from-client-card-0?hsLang=en) - [Why Verifying Your Email Sender Matters](https://support.pabau.com/en/pabau2/why-verifying-your-email-sender-matters?hsLang=en) - [How to Set Up Domain Authentication for Your Sender Address](https://support.pabau.com/en/pabau2/how-to-set-up-domain-authentication-?hsLang=en) --- Was this guide helpful? Let us know by voting below - your feedback helps us write clearer articles. For **[more guides](https://support.pabau.com/en/pabau2?hsLang=en)**, browse the related articles below or use the search bar at the top of the page. 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