Soft Bounce

A soft bounce happens when an email doesn't reach someone, but the problem is usually temporary and on the receiver’s end. For example, their inbox might be full, their email server could be too busy, or their account may be temporarily suspended. In these cases, your email might still get through later, so it’s okay to keep trying a few times.

Sometimes, emails bounce back because of spam filters or temporary server problems. If your email gets flagged as spam too often, your sender address might get blocked for good. Paying attention to these bounce messages helps keep your emails out of trouble.

Hard Bounce

A hard bounce happens when an email can't be delivered and never will be. This usually means the email address doesn’t exist, the domain name is incorrect, or the recipient’s email server is blocking the message.

When we get this kind of error, it means the email address is permanently unreachable. To avoid wasting time and causing more issues, we stop trying to send emails to that address. Continuing to send messages to bad addresses can make email providers think we’re sending spam, which can hurt our ability to deliver emails to valid addresses.

If an email hard bounced, it’s often because of a typo or mistake in the address. If you believe the email address is valid, double-check it with the recipient. Fixing a typo or an incorrect address usually solves the problem. We cannot send mail to an address if it doesn't exist or has been disabled.

Email Delivery Issues

If you're not receiving emails from Files.com in your inbox as expected, it may be due to your exchange servers blocking or rejecting emails from Files.com.

Within your organization's network, certain intermediate servers like email gateways, forwarders, mail transfer agents, or security systems can modify email content or headers for tagging or classification purposes during transit. This can lead to changes in the subject line, headers, or email content, potentially causing issues with DKIM signature validity or DMARC/SPF validation.

If this validation fails, it could result in your mail servers rejecting Files.com emails. We recommend reviewing the settings of your organization's intermediate servers to resolve email authentication problems.

New Users Not Receiving Welcome Emails

New users created with the Email Signup authentication method will receive an invitation email to set their password securely.

If welcome emails aren't being received, there are a few troubleshooting steps to track down the issue.

First, check that the user's email address is correct in their user settings. If the email is wrong, correct it and use the Resend welcome email option to generate a new welcome email.

If the email address is correct for the user, review the Outbound Emails logs to see if the message was successfully sent.

If the logs indicate email was sent successfully, the recipient should check their junk/spam folder. Sometimes, welcome emails are mistakenly routed to the spam folder.