---
title: "Why was a valid address added to the bounce list in Sarbacane Contacts?"
description: "Unblock a valid address wrongly added to the bounce list so you can send your campaigns to it again."
url: https://help.sarbacane.com/en/articles/212-why-was-a-valid-address-added-to-the-bounce-list-in-sarbacane-contacts
collection: "Bounced addresses"
updated: 2026-10-30
language: en
alternates: [fr, es]
---

# Why was a valid address added to the bounce list in Sarbacane Contacts?

Unblock a valid address wrongly added to the bounce list so you can send your campaigns to it again.

Sarbacane does not decide that an address is a bounce: the recipient's mail server returned a permanent error during a sending. If the address is valid, two actions let you send your campaigns to it again.

## Where the error comes from

When the recipient's server refuses an email, it returns an error message (a bounce). Sarbacane relies on this message, as it has no access to the recipient's mailbox or server. In rare cases, this server wrongly returns a permanent error, for example when it is misconfigured or a security filter blocks the message.

## Steps

1.  Contact technical support with the list of valid addresses concerned, so they are removed from Sarbacane's internal filter.
    
2.  Remove these addresses from your **Bounce list** in Sarbacane Contacts (see the bounce list article below).
    

**Important**: both actions are required. If one is missing, the address stays set aside from your sendings.

## Expected result

The address receives your campaigns again. If its server still returns a permanent error, it will go back to the bounce list at the next sending.

## Troubleshooting

### How do I remove an address from the bounce list?

Do both actions above: technical support unblocks the address on Sarbacane's side, then you delete it from your **Bounce list** ([how do I view and complete the bounce list](https://help.sarbacane.com/en/articles/211-comment-consulter-et-completer-la-liste-npai-dans-sarbacane-contacts.md)). Deleting it from the list alone is not enough. If the address goes back to the bounce list after the next sending, contact technical support again.

## Related articles

-   [How do I view and complete the bounce list in Sarbacane Contacts?](https://help.sarbacane.com/en/articles/211-comment-consulter-et-completer-la-liste-npai-dans-sarbacane-contacts.md)
    
-   [What is the bounce list in Sarbacane Contacts?](https://help.sarbacane.com/en/articles/123-qu-est-ce-que-la-liste-npai-dans-sarbacane-contacts.md)