When an email address sits on the bounce list, Intercom blocks your message and shows an error on the contact. You will see the message ‘This address couldn’t be emailed because it’s on the bounce list’. Only Intercom Support can remove an address, so raise the request as soon as you see the error.
⚠️ Warning: Do not email the contact before Intercom Support confirms the update. The message fails silently, and the customer waits longer for an answer they are already expecting.
Request the removal
To get the address reinstated, contact Intercom Support.
Contact Intercom Support and request removal of the email address from the bounce list.
Wait for Intercom Support to confirm the bounce list is updated.
Send your email to the contact.