Issue
Sometimes bounce event emails are not received, despite SendGrid showing there was a bounce event
Product
Twilio SendGrid Email
Cause
The Forward Bounce Messages option is enabled
Resolution
- In KASI, information about Bounce settings appears on the right-hand side.
- In MySQL, information about Bounce settings can be found under the Mail Settings DB > bounce_management table.
- If Use the From address of the outgoing email is selected, the email will go to the Return_Path email address.
- If Specify email address is select without actually entering an email address, the setting will be accepted. The option "Use the From address of the outgoing email" will be automatically selected.
Troubleshooting
- Disable "Forward Bounce Messages."
- If Use the From address of the outgoing email is selected, select Specify email address instead and enter a valid email address there.
- If Specify email address is selected, and there is a valid email address entered there, contact the email administrators of the email address entered to determine where the bounce email went.
- If you see a Forward Address = None in KASI, enter a forwarding email address, or disable "Forward Bounce Messages."
Additional information
1. A Forward Address: None in KASI means that the change was made by a TSE directly in KASI.
2. When troubleshooting Forward Bounce issues, keep in mind that those emails are sent from no-reply@sendgrid.net
3. Delayed Bounces might be more difficult to observe in KASI, because there is less contextual detail that can be tied to the event when asynchronous bounces take place. On consequence, data like message_id and IP might be lost. You might need to look for those bounces using the following:
app: bouncely
mail_from: no-reply@sendgrid.net
event: forward
rcpt_to: [forwarding_email_address]