Email Error Codes Update
We are making a few changes and tweaks to our Email error codes that you might encounter in your email traffic and campaigns sent through Infobip.
The main reason is that our sending/delivery process changed slightly and we've received some feedback that our error codes could be clearer and more action-driven.
Also with new codes, we aim to group these correctly (for example, all bounced errors in one group) which will provide multiple benefits, such as easier pinpointing of possible issues and better report metrics once updated.
This page includes information about the following error code changes:
- New (new codes being introduced and their purpose)
- Modified (change in logic, and/or name and description for the code)
- Updated (update in the name and/or description, logic remains the same)
- Retired (codes that were not used regularly or at all, or they did not serve any purpose)
New Errors
To stay updated with recent worldwide, general email changes and make our error codes more precise, we've added some new error codes.
| Error ID | Error Name | Explanation | |
|---|---|---|---|
| 6034 | EC_SUPPRESSED_BOUNCE | A bounce SMTP response from the recipient's mailbox provider earlier has resulted in the recipient address being suppressed. | The suppression errors were until now paired to EC 6001. Since this error is usually fairly often we decided to separate it to the dedicated EC. Specific hard bounces (such as invalid email address) end up suppressed after the SMTP response from the mailbox provider and will in future revert this error without the delivery attempt to protect your domain and IP reputation. |
| 6035 | EC_SUPPRESSED_SPAM_COMPLAINT | Due to the recipient reporting previous content sent from the same domain as spam, the recipient's address has been suppressed. | Same as for 6035, but this one is specifically for the Spam complaints. The recipients who mark any message from the domain end up on the same suppression list to protect your reputation. |
| 6023 | EC_BLOCKED_SUSPICIOUS_ACTIVITY | Your domain has been blocked by Infobip due to suspicious activity. Contact Support or your account manager if you require any additional information regarding this matter. | In case Infobip notices any possibly suspicious actions or malicious intents from your domain it will end up blocked and a notification will be sent to follow up and resolve the situation. |
| 6036 | EC_DOMAIN_UNVERIFIED | Domain does not currently have all required DNS records set up correctly. Check your DNS configuration. Verify your sender | In case you update your DNS records in a way that you are influencing DNS records required by Infobip, your domain might become unverified and with that inactive and unable to send traffic. In case this happens while there is ongoing traffic, this error should be reverted. |
| 6038 | EC_EMAIL_CONTENT_EXPIRED | The content in a Template expired due to the lack of regular usage. To help the situation, check the content and re-upload it to help the situation. In case the issue persists, contact Support. | We've included multiple, more specific, content and template related errors which are happening often for the clients utilizing the features to ease the troubleshooting process. |
| 6039 | EC_TEMPLATE_LANGUAGE_ERROR | Error in Template Language in your Content. See Template language for more details and if you do not manage to solve it contact Support. | This error is specifically related to the Template Language related to the Personalization options. |
| 6024 | EC_EMAIL_TOO_MANY_URLS | Maximum amount of URLs with Tracking enabled is 150. Lower the amount of URLs or turn off the Tracking features before retrying. | No additional explanation is required. |
| 6040 | EC_TEMPLATE_EXPIRED | The Template validity period expired. Make sure to either update a Template to prolong the validity or copy it and update the Template ID before retrying. | This error is also related to template expiration but it is more often than content one. |
| 6041 | EC_TEMPLATE_NOT_SAVED | The Template was not saved. Make sure the requested Template is correctly stored on the Web Interface before retrying. | No additional explanation is required. |
| 6037 | EC_RECIPIENT_DOMAIN_MX_NOT_FOUND | The domain to which this address belongs is unavailable or does not exist. Check the address for any typos and validate the address. | To clarify specifically the situation where the whole domain is currently having issues to avoid sending towards any addresses belonging to it until the solution. |
| 6042 | EC_SPAM_REVERTED | The content in the email was flagged as spam by the mailbox provider. Review the recommended best practices and adjust your content accordingly before retrying. | This is a new spam-related error to clarify which ones are returned from the mailbox providers. |
| 6043 | EC_SUSPICIOUS_CONTENT | Mailbox provider decided to deny your traffic due to the suspicious content. Make sure you are following content best practices before retrying the traffic. If the error remains, contact the mailbox provider. | Not yet completely blocked, such as the case of Spam concerns and an alarming response that should be respected and reacted to prevent further issues. |
| 6044 | EC_SUSPICIOUS_SENDER | Recipient mailbox provider denied your messages due to the very low reputation of your domain or IPs. This usually happens due to different sending best practices not being followed. Make sure you respect general and mailbox provider's best practices when sending traffic and if the error repeats contact the mailbox provider to proceed towards the solution. | Similar to Suspicious Content error but related to the sender and reputation. |
| 6045 | EC_RECIPIENT_DOMAIN_POLICY_ISSUE | Mailbox provider blocked your message as it does not meet their email policy requirements for your organization or the recipient's organization. Follow the best practices and if the issue repeats contact the recipient for possible additional details and solution. | The provider denied the traffic due to policy concerns from their end with the unspecified reason. Recommended action would be to follow best practices and check specifically that mailbox policy to make sure it is being respected. |
| 6046 | EC_UNSOLICITED_RECIPIENT | The mailbox provider (domain) has detected that this message is likely to be unsolicited email, therefore, it was blocked. Make sure that your recipients are subscribed and interested in the traffic before retrying. | For now, mostly Gmail returns responses indicating unsolicited concerns. They are reach this conclusion with no specified mechanisms but we assume it is reacted to their other audience (non) reactions to traffic. |
| 6047 | EC_DOMAIN_CONFIGURATION_ERROR | Your domain might be missing valid DKIM or SPF hence your traffic has been denied by the recipient mailbox provider. Ensure your DNS records are valid before retrying. | Any DNS records setup issues not specifically related to DMARC. |
| 6048 | EC_DMARC_POLICY_ISSUE | Recipient mailbox provider denied your domain's DMARC policy. Ensure the policy is valid before retrying and in case the issue repeats itself, contact the recipient mailbox provider for further instructions. | DNS record setup issue specifically related to DMARC or its policy. |
| 6049 | EC_SENDER_DOMAIN_BLACKLISTED | Your domain has been blacklisted. Review and utilize best practices and request the delisting on the relevant blacklist. | Stronger block than Suspicious Content and Sender errors, might require contacting the mailbox provider to clear the situation out. |
Modified Error Codes
For these error codes we've changed the logic behind them and updated the name and/or description accordingly.
| Error ID | Old Error Name | New Error Name | Explanation |
|---|---|---|---|
| 6003 | EC_EMAIL_UNSUBSCRIBED_EMAIL_ADDRESS
The recipient's email address is unsubscribed, indicating their preference to not receive emails. To resolve this, check their subscription status and If the recipient indicated they want to be subscribed again. | EC_UNSUBSCRIBED_EMAIL_ADDRESS
The recipient opted out of receiving updates from this specific address. If removal is desired, complete the request by going to Do Not Contact list (opens in a new tab). | This one will be utilized and returned instead of 2052. |
| 6002 | EC_EMAILS_SPAM_CONTENT The email content is flagged as spam. Review and modify the content to comply with email deliverability best practices and contact Support for further assistance. | EC_SPAM_DETECTED The content you are trying to send was detected as possible spam by Infobip. Review the recommended best practices and adjust your content accordingly before retrying. | This error will now just refer if the suspicious content was noticed by Infobip. |
| 6013 | EC_TEMPORARY_SENDING_ERROR A temporary error occurred while sending the email. Retry sending the email after a brief interval. | EC_INTERNAL_SYSTEM_ERROR Something went wrong at Infobip's end. Retry the traffic and contact Support if the same error is returned. | We will be returning this one for any possible issues that is occurring on our end. This error code will include 6014 and 6015 past behavior. |
| 6010 | EC_STORAGE_LIMIT_EXCEEDED The recipient's mailbox storage limit has been exceeded. Advise the recipient to clear their mailbox or consider alternative means of delivering the email. | EC_RECIPIENT_INBOX_FULL The recipient's mailbox storage limit has been reached and they are unable to receive additional emails. Contact the recipient and attend to this situation. | Making the error more self-explanatory. |
| 6009 | EC_MAILBOX_UNAVAILABLE The recipient's mailbox is currently unavailable. Check for any temporary issues with the mailbox or verify the email address and try sending the email later. | EC_MAILBOX_PERMANENTLY_UNAVAILABLE The recipient's domain seems to be permanently unavailable. Contact the recipient and attend to the situation before retrying. | Refurbished to be able to have a clean preview of permanently unavailable domains |
Updated Error Codes
The following errors had their description and/or name updated. The logic and the code remain the same.
| Error ID | Old Error Name | New Error Name | Explanation |
|---|---|---|---|
| 6033 | EC_MALFORMED_EMAIL_ADDRESS Indicates an error related to an improperly formatted email address. This typically means the provided email address does not adhere to the required structure or contains invalid characters. | EC_INVALID_CC_BCC_EMAIL_ADDRESS The request contains invalid addresses in the CC and/or BCC. Ensure that that addresses are correctly formatted | Error is now better indicating the root cause of the issue and the description is more straightforward. |
| 6016 | EC_EMAIL_SENDER_DOMAIN_BLOCKED The sender's domain is blocked, preventing emails from being sent which indicates the sender's domain has exceeded the bounce threshold. Review or remove the invalid recipient's address or go to Best Practices to Improve Email Deliverability or contact Support for further assistance. | EC_SENDER_DOMAIN_BOUNCE_BLOCKED Your domain has been blocked due to a high bounce rate to protect IPs and its reputation. The domain unblocking procedure is automated and will happen after a 24-hour cooling-off period. To prevent this from occurring in the future, analyze the reports and clean up your recipient database from inactive addresses. We advise you to use the Email Validation service to facilitate the procedure. | Logic for this one remains the same but name and description should be clearer. |
| 6029 | INVALID_SENDER The email sender is invalid or unauthorized to send emails. To resolve this issue, check the sender domain for spelling mistakes and ensure that the domain is active and properly configured. | EC_SENDER_INVALID The email sender is invalid or unauthorized to send emails. To resolve the issue check the sender domain for spelling mistakes and ensure that the domain is verified and properly configured. | The logic behind the error stays the same |
| 6018 | EC_INVALID_GATEWAY_REQUEST The request made to the email gateway is invalid. Ensure the request parameters and data are correct before resending or contact Support for further assistance. | EC_INVALID_REQUEST The submitted request is not valid. Make sure the data and request parameters are accurate and in the right format. | The logic behind the error stays the same, the goal was to make the EC by itself clearer |
| 6020 | EC_EMAIL_TEMPLATE_NOT_FOUND The specified email template could not be found. Verify the template's existence, correct identifier or expired and correct any reference errors. | The Email Template from the request could not be found. Make sure that the Template ID is correct before retrying. | Only description update to make it clearer |
| 6021 | EC_EMAIL_HANDLE_BARS_ERROR There is an error in the handlebars syntax used in the email template. Fix the handlebars syntax and try sending the email again or contact Support for further assistance. | EC_PLACEHOLDERS_ERROR Error with Placeholders in the Content. Check the placeholders and confirm that there are no issues or typos in them and retrying. | Update to make it clearer |
| 6025 | EMAIL_INVALID_TRACKING_PARAMS The tracking parameters used in the email are invalid. Review and fix the tracking parameters before resending the email. | EC_EMAIL_INVALID_TRACKING_PARAMS Tracking parameters in the email are invalid. Review them before retrying. | Update to make it clearer |
| 6026 | LANDING_PAGE_PLACEHOLDERS_SIZE_EXCEEDED The size of the placeholders on the landing page exceeds the allowed limit (256 characters). Adjust the size of the placeholders to fit within the limit. | EC_EMAIL_LANDING_PAGE_PLACEHOLDERS_SIZE_EXCEEDED Size of the Placeholders on the landing page limit is 256 characters. Adjust (decrease) the landing page placeholder size accordingly and retrying. | Update to make it clearer |
| 6027 | INVALID_HEADERS The headers of the email are invalid or improperly formatted. Check the headers and ensure they meet the required format. | EC_EMAIL_INVALID_HEADERS The headers of the email are invalid or improperly formatted. Check the headers and ensure they meet the required format. | Update to make it clearer |
| 6030 | INVALID_LANDING_PAGE The specified landing page is invalid or inaccessible. Confirm the landing page's URL and availability before using it in the email or contact Support for further assistance. | EC_EMAIL_INVALID_LANDING_PAGE The specified landing page is invalid or inaccessible. Confirm the landing page's URL and availability and retrying. | Update to make it clearer |
| 6031 | INVALID_PRESERVED_RECIPIENTSThe preserved recipients in the email are invalid. Check the recipient list and ensure all preserved recipients are valid and limit reached or contact Support for further assistance. | EC_INVALID_PRESERVED_CC_OR_BCC_RECIPIENT Invalid preserved recipient in CC or BCC. Check the recipient list and ensure all preserved recipients are valid and the limit is not reached. | Error name changed to indicate more specifically what is causing it. |
| 6006 | EC_INVALID_EMAIL_ADDRESS The recipient's email address provided is invalid. Verify the recipient's email address format and correct any errors before resending the email. or you can use our email validation service to validate the recipient's email address. | The recipient's email address provided is invalid. Check for the possible typos and validate the address before retrying. We recommend our Email Validation service to help you in the process. | Only description update to make it clearer |
| 6017 | EC_EMAIL_IP_BLACKLISTED The IP address used for sending emails is blacklisted. Check the IP's reputation and request removal from the blacklist to resume email sending or go to Best Practices to Improve Email Deliverability or contact Support for further assistance. | EC_SENDING_IP_BLACKLISTED The IP address assigned to your domain has been blacklisted. Review and utilize best practices and request the delisting on the relevant blacklist. | Update to make it clearer. |
| 6007 | EC_MAILBOX_TEMPORARY_UNAVAILABLE The recipient's mailbox (domain) is temporarily unavailable or rejecting traffic. Retry sending the email later when the mailbox is accessible. | The recipient's mailbox is temporarily unavailable. Retry the email in a few hours and contact Support if you continue to encounter the same response for the additional investigation. | Only description update to make it clearer |
| 6011 | EC_SOFT_BOUNCE The email was temporarily rejected and bounced back. To resolve this, contact Support for further assistance. | Response is indicating temporary delivery error. Retry the sending and if same response is returned, contact the recipient to attend the situation. | Only description update to make it clearer |
| 6012 | EC_HARD_BOUNCE Response is indicating temporary delivery error. Retry sending the email and if same response is returned, contact the recipient to attend the situation. | Response is indicating permanent error related to the delivery. Contact the recipient to confirm and solve the situation. | Only description update to make it clearer |
Retired Error Codes
Retired errors are being removed from the usage and documentation as at the moment they serve no purpose or perhaps are being replaced.
| Error ID | Error Name | Explanation |
|---|---|---|
| 6001 | EC_EMAIL_BLACKLISTED | We've included more specific errors which are indicating towards issue and the solution so we are removing this one. For this one specifically the replacement will be 6017. |
| 6032 | EC_EMAIL_EXPIRED | We've included more specific errors which are indicating towards issue and the solution so we are removing this one. For this one we've included more of Dropped errors to cover all of the frequent example that could happen. |
| 6005 | EC_EMAIL_DROPPED | We've included more specific errors which are indicating towards issue and the solution so we are removing this one. For this one we've included more of Dropped errors to cover all of the frequent example that could happen. |
| 6014 | EC_PERMANENT_SENDING_ERROR | Retired and will be paired to 6013. |
| 6015 | EC_GATEWAY_ERROR | Retire and will be paired to 6013. |
| 6008 | EC_DEFERRED_DUE_TO_INSUFFICIENT_STORAGE | This one is effectively the same as 6010 hence it is being retired. |
| 6004 | EC_BOUNCED_EMAIL_ADDRESS | There are dedicated error codes for Hard and Soft bounces hence this one is unnecessary. |
Status Reason Updates
Along side the Error Code updates, we are also updating the Status Reason to keep them in sync.
This will mainly serve the analyze part of the traffic as it should make it a bit easier for everyone to navigate through the list which got slightly bigger in this process to know where you can find the specific error code and what is the logic behind this.
The status reasons which could possibly be reverted with the codes are:
- 4 - UNDELIVERABLE_REJECTED_OPERATOR- This status can be considered as Request Error or Dropped meaning that there is an issue on the request level (for example recipient invalid by syntax check, faulty request, content related issues), in this case request has been dropped before the delivery attempt
- 15 - EXPIRED_EXPIRED- In this case the request was cancelled before the delivery attempt but issue occurred on Infobip's end, the only Error Code expected to be seen here is 6013
- Bounce Errors:
- 9 - UNDELIVERABLE_NOT_DELIVERED - Marking Hard Bounces of any sort and
- 15 - EXPIRED_EXPIRED - Marking Soft Bounces
There are some other statuses that could be returned at some point (as they were before as well):
- 5 - DELIVERED_TO_HANDSET - Meaning that the traffic has been delivered successfully
- 7 - PENDING_ENROUTE - Marking traffic either freshly accepted from Infobip or possibly after a retry when it received an error on the first attempt
All Error Codes per Status Reason
| Status ID | Status Name | Logical Group (docs) | Errors Codes included | ||||
|---|---|---|---|---|---|---|---|
| 4 | UNDELIVERABLE_REJECTED_OPERATOR | Dropped | 6003 | 6021 | |||
| 15 | EXPIRED_EXPIRED | System Error | 6013 | ||||
| 9 | UNDELIVERABLE_NOT_DELIVERED |
| Hard Bounce | 6006 6037 6009 6042 6043 6044 | 6045 6046 6047 6048 6049 6012 | ||
| 15 | EXPIRED_EXPIRED | Soft Bounce | 6017 6011 6010 6007 | ||||