Contact statuses
Why can’t I email this contact?
Each contact in Kartra has a mailing status that determines whether they can receive emails from your account.
Some statuses mean there was a delivery problem, while others mean the contact chose not to receive emails.
Hover over the contact’s status bubble to view more details about the restriction.
Which statuses prevent emailing?
The following statuses prevent emails from being sent to the contact:
- Declined commercial messages (GDPR)
- Multiple soft bounces
- Spam complaint
- Do not contact
- Blocklisted
Contacts with a Declined commercial messages (GDPR) status may still receive email notifications.
Contacts with a Subscribed or Unsubscribed (Not subscribed) status can receive emails from your account.
What is the difference between blocklisted, spam complaint, and multiple soft bounces?
Blocklisted: The contact cannot receive emails because their address failed verification checks or had delivery problems.
Examples include:
- Invalid email addresses
- Hard bounces
- Risky or suspicious addresses
- Mail server problems
Spam complaint: The contact marked one of your previous emails as spam.
Multiple soft bounces: Multiple previous emails could not be delivered temporarily. This can happen when:
- A mailbox is full
- The destination server is unavailable
- The inbox is temporarily unable to receive mail
Which statuses can be removed?
Safelist requests are available for:
- Blocklisted contacts
- Spam complaints
- Multiple soft bounces
Contacts that have either of the following statuses cannot be safelisted:
- Do not contact
- Declined commercial messages (GDPR)
Instead, contacts with these statuses must submit a new opt-in form to confirm they still want to receive your emails.
What is the difference between Unsubscribed and Do not contact?
Unsubscribed: The contact is no longer (or never was) subscribed to your lists or sequences. They may subscribe again in the future.
Do not contact: The contact explicitly requested not to receive further communications from you through the subscription management page. This status blocks future emails from your account.
Safelist requests
What is a safelist request?
A safelist request is a request to our system to review a contact that cannot currently receive emails from your account.
Depending on the contact’s status and your account standing, the request may either be approved automatically or reviewed manually.
Was my safelist request successful?
You can confirm that a safelist request was approved if:
- The contact’s status changes
- A safelisting entry appears in the contact’s log
- The request appears as approved in your daily safelist summary email
What does manual review mean?
Some safelist requests require review by the Kartra team before approval.
This usually applies to:
- Newer accounts
- Certain contact statuses
- Requests requiring additional verification
Note: Manual review does not guarantee approval.
Why doesn’t the “Request safelist” button appear?
The button may not appear because the contact’s status is not eligible for safelist review.
Only supported statuses display the Request safelist option.
How do I know if my safelist request was approved or declined?
Safelist request results are included in your daily summary email.
The summary includes requests that were:
- Approved
- Declined
Requests still under review are not included until a final decision is made.
Why was my safelist request declined?
Safelist requests may be declined for several reasons, including:
- Previous delivery failures
- Spam-related concerns
- Sender reputation risks
- Insufficient account history
A declined request means the contact will continue to be unable to receive emails from your account. Contact our support team for more specific information.
Can I manually remove a spam complaint?
You can submit a safelist request from the contact status popover. Before requesting safelisting for a spam complaint, confirm that the contact wants to continue receiving your emails.
Accounts older than 90 days may qualify for automatic approval. Eligible requests are processed immediately, while others may require manual review before approval.
Why is my contact still not getting emails after approval?
Possible causes include:
- A new delivery issue occurred
- The contact opted out
Refresh the contact record and review the current status bubble for updated details.
Can a safelisted contact become blocked again?
Yes. If future delivery attempts fail or additional spam complaints occur, the contact may be blocked again.
Can I submit safelist requests in bulk?
No. Safelist requests must currently be submitted one contact at a time. If you need to safelist multiple contacts, consider reaching out to our support team with your list.
Daily summary emails
When will I receive the safelist summary email?
Safelist summary emails are sent once per day at approximately 8:00 AM EST.
Will I receive the summary email immediately after submitting requests?
No. Safelist requests are grouped into a daily summary email instead of sending individual notifications for each request.
Will all requests submitted before the daily email be included?
Not always. The summary email only includes requests that were approved or declined.
Requests still pending review will appear in a future summary once a decision is made.
If I’m in another time zone, could I receive the email on the same day I submitted requests?
Yes. Because the summary email is sent at a fixed time each day in EST, users in some time zones may receive results later the same calendar day they submitted requests.