Issue
You may notice that your emails are not delivering, and when you try to remove the suppression from your account's suppression list, you are unable to find the affected email address. This often happens if you have subuser accounts—sometimes described as "child accounts"—and the suppression is not showing in the parent account's view.
Product
Twilio SendGrid Email API Pro and Marketing Campaign Advanced plans
Cause
When your account includes subuser accounts, suppressions generated from emails sent by those subusers are stored exclusively within the specific subuser account where the delivery failure occurred. As subuser accounts function as distinct environments under a parent account, suppressions are not visible or manageable from the parent account's suppression list.
Resolution
To locate and manage suppressions for email addresses that were sent via a subuser account, follow these steps:
- Log in to the Twilio SendGrid dashboard for your parent account.
- Use the dropdown located at the top left of the dashboard to select ← View Subusers.
- Access the subuser with the affect email address.
- From the subuser dashboard, navigate to Suppression Lists and select from Global Unsubscribes, Bounces, etc.
- To remove the suppression, follow the usual steps by selecting the email address and removal prompts.
Suppressions are isolated by account level for security and deliverability management purposes. If you have multiple subusers, you may need to repeat these steps under each relevant subuser account. Ensure you have the appropriate permissions to access subuser accounts if you are a Teammate user, or work with your primary account holder if access is restricted.