The eFile website sends out thousands of automated emails and at times can be flagged down as a spam email by the receiving email server (your email service). If a receiving server (your email service) continually rejects the automated emails from the eFile website, the outgoing eFile email service will place the receiving email (your email) on the Suppression List. The Suppression List is designed to protect those email servers that identify the outgoing eFile email as spam. Basically, the eFile email service wants to avoid spamming any users due to all the rejected attempts.
The eFile and Serve website uses Amazon Web Service's Simple Email Service (SES), which employs a Suppression List. This list helps ensure that emails are sent only to addresses likely to receive them successfully. If you're not receiving notification emails, it may be due to being placed on this list caused by the notification emails bouncing from your email provider's server.
There are two main types of bounces that can be identified by our support team:
Transient Bounces: These are temporary issues that might prevent an email from being delivered, like a full inbox or network problems. The website will automatically retry sending emails with this type of bounce. To ensure you receive your emails, add our notification email to your provider's safe senders list or address book.
- Permanent Bounces: These are long-term issues, such as invalid email addresses or server outages. AWS SES automatically adds such addresses to the suppression list to prevent further delivery attempts. Additionally, ensure you've added our notification email to your safe sender's list. Failure to complete this step may lead to your email being placed back on the suppression list.
As a reminder, adding our notification email to your safe sender's list is important for consistent email delivery. For instructions on how to mark emails as being from a safe sender, please see the following help article: How do I mark emails as being from a safe sender?
- Note: For businesses with an IT department, we recommend that you check with them to determine if there are any rules or for filters with the email server (like Mimecast) that could be affecting email delivery, especially if the message "Queued mail for delivery" appears in the SMTP logs for eservice. If you do not have an IT department, we recommend checking with your email provider first.
If you believe your email has been placed on the Suppression List, please contact our technical support team for assistance by clicking here. Please include the email address or email addresses that are believed to have been placed on the Suppression List.