Some contacts may be blocked from receiving emails or SMS messages sent through the platform. This is because the platform maintains a global do-not-contact list that applies across all accounts.

This article explains how the list works, why a contact may be added to it, and how to request a removal.

Topics

• What is the do-not-contact list?
• Why a contact gets added
• Removing a contact from the list
• FAQ

What is the do-not-contact list?

The platform manages a global do-not-contact list of email addresses and mobile numbers. This list is not specific to individual accounts. If an email address or mobile number is on the list, no account on the platform can send messages to that contact.

The list exists to protect your sender reputation, keep bounce rates low, and ensure the platform's sending infrastructure stays healthy.

Why a contact gets added

The guest requested to be removed
From time to time, guests ask to be removed from all current and future mailing lists. When this happens, their email address or mobile number is added to the do-not-contact list. They will not receive any future emails or SMS messages sent through the platform, regardless of which account sends them.

The email address has bounced repeatedly
If an email address bounces back with a permanent failure — meaning the address does not exist or cannot receive mail — the platform automatically adds it to the list. This prevents repeated send attempts to an address that will never deliver, which protects your sender reputation and keeps your bounce rate low.

Email validation failed
Every time a new contact is added to an account, the platform runs the email address through third-party validation services. If all services confirm the address is non-deliverable, it is automatically added to the list before a send is ever attempted.

The email is a role-based or shared inbox address
Generic email prefixes such as info, admin, bookings, manager, and support may be blocked as a deliverability and compliance safeguard. These addresses typically represent a shared inbox rather than a single opted-in individual. Where possible, use an individual contact email address instead.

Removing a contact from the list

Occasionally a valid email address can end up on the list incorrectly. The most common reason is that a third-party validation service flagged the address as non-deliverable, often because the recipient's email domain was not configured correctly at the time of the check.

The platform can manually look up and remove an address in these circumstances:

• If the address was added due to a bounce or failed validation, a removal request can be submitted directly.
• If the address was added at the guest's own request, written permission from the guest is required before the address can be removed.

To request a removal, contact our support team at support@meandu.com with the email address or mobile number and a brief explanation.

FAQ

A contact is subscribed and has an email address, but they are not receiving my campaigns. Could they be on the do-not-contact list?
Yes, this is one possible reason. Check the contact's profile in the Contacts section to review their subscription status. If you suspect they are on the list, contact our support team to investigate.

Can I see who is on the do-not-contact list?
The list is managed at the platform level and is not visible to individual accounts. Contact our support team to check a specific address.

If a contact is removed from the list, will they automatically start receiving my campaigns?
Not automatically. Once removed, you will also need to make sure the contact is subscribed in your account before they can receive marketing emails.

Why would a guest who unsubscribed still receive an email from me?
Unsubscribing from marketing only affects marketing emails. Transactional emails — such as voucher or reward notifications — are sent based on a guest's actions, not their marketing consent. See our article on transactional and marketing emails for more detail.

Any questions? Reach out to us via email at support@meandu.com