Product: OfficeRnD Flex.
Who: Admins with access to Operations.
Where: On the Admin Portal, under Operations > Email Activity.
Availability: All Flex plans.
When a member says they never got an invoice, a booking confirmation, or a password reset email, a suppression event is often the reason. Mailgun, the service that delivers Flex emails, blocks future messages to an address after a bounce, an unsubscribe, or a spam complaint. Email Activity shows you exactly which suppression caused the failure, and in most cases, you can clear it and resend the message without asking the member to do anything on their end.
Email Activity sits under Operations and logs every email Flex sends, including its delivery status and history. Suppression events are the specific reason a "Failed" status shows up in that log.
In this article:
Find a failed email and identify its suppression type.
Clear a suppression and resend the message.
Read the suppression alerts in Email Activity.
Suppression types you'll see
Flex tracks three suppression types, each with its own message in the email's history.
Complaint
This means that the recipient marked a previous email as spam.
You will see the following message: "The email was not delivered to a recipient who had marked your messages as spam".
Bounce
This means that a previous email to that address failed to deliver.
You will see the following message: "The email was not delivered to previously bounced addresses."
Unsubscribe
This means that the recipient opted out of receiving emails.
You will see the following message: "The email was not delivered to a recipient who has unsubscribed."
Each suppression type blocks delivery until you clear it, and clearing a suppression applies to every pending email for that recipient, not just the one you're viewing.
Clear a suppression and resend an email
Start with the failed email's details, then clear the suppression before you try resending it.
Go to Operations > Email Activity.
Use filters to find the email that wasn't delivered to your member. The status will be "Failed".
Click View Details.
Under Email History, read the description of the failed status.
Depending on the suppression event, click Clear Suppressions or Resend Email.
Important: Clearing a suppression doesn't change the email's status on its own. The thread only updates after you resend the message and Flex reports a new result, such as Delivered or Failed again.
When all suppressions are cleared, the following happens:
An informational alert is displayed at the top of the Email Activity view.
The Clear Suppressions button is no longer visible
The email thread's status updates are based on the latest send attempt (for example, Failed, Delivered, Opened, Resent).
Suppression alerts in Email Activity
Email Activity displays one of four alerts based on a recipient's suppression status.
Informational alert:
“The suppressions associated with the recipient address have been cleared.”
This indicates that the suppressions have been removed, but suppression events still appear in the timeline.
Error alert:
“There are suppressions associated with the recipient address. Clear them to send emails successfully.”
This indicates that suppressions have been detected and that action is required.
Warning alert:
“Emails are currently sent from the default officernd.com domain. To clear suppressions, configure a custom domain for your account.”
This indicates that the Clear Suppressions button is inactive due to domain settings. You must configure a custom domain for your account to remove the suppression.
Resend limitation alert:
“The email is no longer available for resending.”
This indicates that more than 3 days have passed, and Mailgun has deleted the email content.
FAQ: Suppression events in Email Activity
What is a suppression event?
A suppression event is a block Flex applies to a recipient's address after a bounce, an unsubscribe, or a spam complaint. It stops future emails to that address until you clear it.
How do I clear a suppression?
You clear a suppression from the failed email's detail view: go to Operations > Email Activity, click View Details on the failed message, then click Clear Suppressions. This clears every suppression tied to that recipient's address, not just the one message you opened.
Why is the Clear Suppressions button inactive?
The button stays inactive when your account sends emails from the default officernd.com domain. Set up a custom sending domain in your account settings to activate it.
Can I still resend an email after clearing the suppression?
You can resend an email after clearing the suppression only if it's been 3 days or less since Flex sent it. Mailgun deletes the message content after 3 days. Once that happens, Email Activity keeps the failure record, but the content is gone.
Does clearing a suppression mark the email as delivered?
Clearing a suppression doesn't mark the email as delivered on its own. The status only changes after you resend the message, and Flex logs the outcome of that new attempt.
Read next
Flex email delivery runs on Mailgun, so these Mailgun resources cover the mechanics behind suppressions in more depth: