Email suppression list
TaxDome uses a suppression list to maintain email deliverability and comply with anti-spam regulations. When an email address is on the suppression list, TaxDome blocks all email communications to that address. Understanding why emails get suppressed and how to resolve it helps ensure uninterrupted communication with clients and team members.
Why emails get suppressed
Email addresses are added to the suppression list for several reasons:
- Hard bounces: When an email is sent to an invalid or non-existent address, repeated delivery failures trigger automatic suppression.
- Spam complaints: If a recipient marks TaxDome emails as spam, their address may be suppressed to prevent further complaints.
- Unsubscribe requests: When recipients opt out of receiving emails, their addresses are added to ensure compliance with anti-spam laws like CAN-SPAM and GDPR.
- Persistent soft bounces: Temporary delivery issues—such as a full inbox or server problems—that occur repeatedly over time can lead to suppression. While a single soft bounce won’t trigger suppression, consistent failures indicate a delivery problem that needs attention.
- Low engagement: Email addresses that show no engagement over an extended period may be suppressed to maintain overall email deliverability.
What happens when an email address is suppressed
When an email address is on the suppression list, the recipient won’t receive email notifications from TaxDome about:
- Login verification codes and security alerts
- Chat messages from clients or team members
- Document upload notifications
- Automated messages from workflows and pipelines
This applies to all user roles: clients, team members, and firm owners.
Note
Suppression affects only email delivery. All messages and notifications remain available in the TaxDome portal and mobile apps.How to check if an email is suppressed
There are several ways to identify if an email address is on the suppression list:
When enabling login access for a client
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Go to the client’s account and open the Info tab.
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Check the Login box for the contact.
If you see the message “Email address is wrong or on suppression list”, verify the email address is correct. If there are no typos, the email is likely on the suppression list.
When emails are not being received
If a client or team member reports not receiving TaxDome emails:
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Ask them to check their spam, junk, and promotions folders.
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Verify they have added TaxDome email addresses to their contacts .
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Confirm their mailbox is not full.
If emails are still not arriving after checking these common issues, the email address may be on the suppression list.
Request removal from the suppression list
Before requesting removal, identify and resolve the underlying issue:
- Confirm the email address is valid and active
- Ensure the mailbox has sufficient storage space
- Check that TaxDome emails are not being marked as spam
- Verify that the email provider is not blocking automated emails
To request removal:
Contact TaxDome support at [email protected] . Include the client’s name and the exact email address that needs to be removed from the suppression list, and a TaxDome team member will review your request and remove the address if appropriate.
Note
If the original cause of suppression isn’t resolved, the email address will be automatically suppressed again after removal.If you’re still experiencing email delivery issues, review the troubleshooting steps in our guide on ensuring you receive TaxDome emails .
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