When sending an email campaign, certain addresses may be identified as NPAI (No Longer Lives at the Indicated Address). This means that the email could not be delivered because the address is considered invalid by the recipient’s mail server.
It is important to specify that it is not Sarbacane that decides an address is NPAI.
When you send a campaign, the message is transmitted to the recipient’s mail server (for example, that of the company or the email provider). If this server considers that the address does not exist, is no longer valid, or cannot receive messages, it then returns an error notification, called a bounce.
It is this technical response from the remote server that indicates to us that the address must be considered as NPAI.
Sarbacane therefore relies solely on the information transmitted by the recipient’s mail server to identify these addresses.
In rare cases, it may happen that the remote server returns an incorrect error. For example:
a mailbox that is temporarily unavailable
a misconfigured server
a security filter that blocks the message and returns a permanent error
However, Sarbacane cannot directly verify whether the address is actually valid, as we have no access to the recipient’s inbox or to their mail server. We therefore have to rely on the technical message returned by this server.
If you notice that an address which is nevertheless valid is identified as NPAI, this remains an exceptional situation, but it can be corrected.
In this case, we invite you to contact our support team. Indeed, to restore sending to this address, two actions must be carried out:
Our team will need to remove the address from our internal filter.
You will need to delete the address from your NPAI list, from the Contacts interface in your account.
This two-step action is necessary to ensure that the address will once again be able to receive your campaigns. You will therefore need to contact our support team or submit the request by email to [email protected] with the list of valid addresses to be removed.
Managing NPAI helps protect the deliverability of your email campaigns. Continuing to send emails to addresses considered invalid may result in:
an increase in the NPAI rate
a deterioration of the sending reputation
risks of blocking by certain email providers
This is why these addresses are automatically filtered.
