Troubleshooting · Article 7 of 8
Blocked email address
Navigator checks every email address before sending. If an address has been blocked — because of a delivery failure or a spam report — Navigator stops sending entirely. This affects all outgoing emails to that address.
How to spot a blocked email address
A red Errors alert appears on the profile of the customer, contact, or supplier with the blocked address.
- Open the profile
- Look for a red error banner near the top or the email field
- Click View email errors to see the specific reason
The five types of email errors
| Error type | What it means |
|---|---|
| Blocked | The server rejected the message — address doesn't exist, inbox full, or server refusing delivery. |
| Blocked permanently | Address rejected multiple times. Permanent failure. |
| Complaint | Recipient marked a Navigator email as spam. One-time report. |
| Complaint permanent | Recipient has marked Navigator emails as spam more than once. Treated as permanently opted out. |
| Invalid | Address format is incorrect — missing @ or invalid characters. |
What happens when you try to send
Navigator checks every outgoing email against its block list before sending. If blocked:
- The email is not sent — never leaves the system
- A task error is created: "Attempted to send email to a blocked address."
- The email record is marked as rejected
Silent from the recipient's side — they won't get a bounce. Your team sees the error in the task queue.
Before unblocking — understand the root cause
Blocked / Blocked permanently
Address may be wrong or no longer active.
- Contact the person by phone or another means and confirm their current address
- If wrong, update in Navigator first — new address starts clean
- If correct but temporarily rejected, unblock and try again
Complaint / Complaint permanent
Recipient marked Navigator as spam — deliberately or accidentally.
- Contact to confirm they still want to receive emails
- If accidental, explain they can whitelist your email
- Do not unblock if they genuinely don't want emails
Invalid
Typo or formatting error. Correct the address on the profile — no unblocking needed.
How to unblock an email address
- Open the profile.
- Click View email errors on the Errors alert.
- Click Unblock email.
- Block is removed and the address comes off the suppression list.
You need update permissions on the record. If the button isn't visible, check with your team lead.
If the email address itself is wrong
Don't unblock — just update the profile with the correct address and save. New addresses start fresh with no block history.