---
title: "Newsletters: track bounces, unsubscribes and complaints"
description: Understand bounces, unsubscribes and complaints in your Yapla newsletters, view your unsubscribed contacts and resubscribe a contact who asks for it.
---

[Skip to content](https://support.yapla.com/en-ca/newsletters-track-bounces-unsubscribes-and-complaints#main-content)

- [English - Canada](https://support.yapla.com/en-ca/newsletters-track-bounces-unsubscribes-and-complaints)
- [Français - Canada](https://support.yapla.com/fr-ca/infolettres-suivre-rebonds-désabonnements-et-plaintes)
- [Français - France](https://support.yapla.com/fr-fr/newsletters-suivre-rebonds-désabonnements-et-plaintes)
- [Italiano - Italia](https://support.yapla.com/it-it/newsletter-rimbalzi-disiscrizioni-e-reclami)

English - Canada

Show submenu for translations

[More support](https://support.yapla.com/en-ca/kb-tickets/new?hsLang=en-ca) [Customer portal](https://support.yapla.com/tickets-view?hsLang=en-ca)

[![logo-yapla-help-centre](https://support.yapla.com/hs-fs/hubfs/logo-yapla-help-centre.png?width=880&height=119&name=logo-yapla-help-centre.png)](https://support.yapla.com/en-ca/?hsLang=en-ca)

- [Meet](https://www.yapla.com/en-ca/support-meeting?utm_term=plateforme)
- [Yapla Academy](https://academy.yapla.com/)

Open main navigation

Close main navigation

- [Meet](https://www.yapla.com/en-ca/support-meeting?utm_term=plateforme)
- [Yapla Academy](https://academy.yapla.com/)
- - [English - Canada](https://support.yapla.com/en-ca/newsletters-track-bounces-unsubscribes-and-complaints)
    - [Français - Canada](https://support.yapla.com/fr-ca/infolettres-suivre-rebonds-désabonnements-et-plaintes)
    - [Français - France](https://support.yapla.com/fr-fr/newsletters-suivre-rebonds-désabonnements-et-plaintes)
    - [Italiano - Italia](https://support.yapla.com/it-it/newsletter-rimbalzi-disiscrizioni-e-reclami)

  English - Canada
  
  Show submenu for translations
- [More support](https://support.yapla.com/en-ca/kb-tickets/new)
- [Customer portal](https://support.yapla.com/tickets-view)
- [Contact us](https://support.yapla.com/en-ca/kb-tickets/new)

[Contact us](https://support.yapla.com/en-ca/kb-tickets/new?hsLang=en-ca)

 How can we help you?

- There are no suggestions because the search field is empty.

1. [Yapla Help Centre](https://support.yapla.com/en-ca?hsLang=en-ca)
2. [Send newsletters](https://support.yapla.com/en-ca/send-newsletters?hsLang=en-ca)
3. [Performance tracking](https://support.yapla.com/en-ca/send-newsletters?hsLang=en-ca#performance-tracking)

# Newsletters: track bounces, unsubscribes and complaints

## Are some of your emails not delivered, or are contacts unsubscribing? This article explains bounces, unsubscribes and complaints, and how to resubscribe a contact.

Bounces, unsubscribes and complaints reflect the quality of your sends and your subscribers' interest. A high rate hurts the deliverability of all your emails, so it's important to monitor them and act quickly.

**In this article:**

- [Bounce types](https://support.yapla.com/en-ca/newsletters-track-bounces-unsubscribes-and-complaints#types-rebonds)
- [Reasons for bounces](https://support.yapla.com/en-ca/newsletters-track-bounces-unsubscribes-and-complaints#raisons)
- [Contact statuses](https://support.yapla.com/en-ca/newsletters-track-bounces-unsubscribes-and-complaints#statuts)
- [View unsubscribed contacts](https://support.yapla.com/en-ca/newsletters-track-bounces-unsubscribes-and-complaints#desabonnes)
- [Resubscribe a contact](https://support.yapla.com/en-ca/newsletters-track-bounces-unsubscribes-and-complaints#reabonner)
- [Understand the rates to monitor](https://support.yapla.com/en-ca/newsletters-track-bounces-unsubscribes-and-complaints#taux)

For a contact who didn't receive an email, see the [Guide | Troubleshooting undelivered emails](https://support.yapla.com/en-ca/guide-troubleshooting-undelivered-emails?hsLang=en-ca).

### Bounce types

**Hard bounce:** the address no longer exists or never existed. These bounces can affect your account, and the addresses concerned stop receiving your sends. Double opt-in, which asks each new subscriber to confirm their address, helps prevent them.

**Soft bounce:** the address is temporarily unavailable. After several soft bounces, the address is removed from your sends to avoid complaints and protect your statistics.

Each campaign report details its bounces: under **Campaigns \> Emails**, click **View Report**, then see the **Bounced** section of the **Contact activity** tab.

### Reasons for bounces

- **Mailbox full:** the recipient's inbox is full.
- **Address change:** the recipient changed address and is notifying senders.
- **Auto-reply:** the recipient is away (out-of-office message). It's not a real bounce, but it tells you the email won't be read right away.
- **Transient bounce:** the server hasn't been able to deliver the message yet and keeps trying for about two days. Usually no action is needed.
- **Challenge/response:** a filter requires the sender to answer a question or take an action before the message is delivered.
- **Blocked email:** the recipient's server refuses your email (messages such as *550 Message REFUSED by peer* or *552 Blocked by filters*).
- **DNS failure:** a DNS problem temporarily prevented delivery.
- **Invalid address:** the domain doesn't exist or the recipient is unknown (hard bounce).

### Contact statuses

Under **Audience \> Contacts**, the *Status* column shows whether each contact can receive your emails:

- **Active:** the contact receives your campaigns.
- **Unsubscribed:** the contact removed themselves from the list, or you unsubscribed them.
- **Spam:** the contact reported one of your emails as spam (a complaint, or *FBL*). To resubscribe them, get written proof of their consent and send it to [support@yapla.com](mailto:support@yapla.com).
- **Pending:** the contact hasn't yet clicked the link in the confirmation email (double opt-in). They don't receive any sends until they confirm.

The *bounce count* and *bounce type* columns show the bounces recorded for each contact.

### View unsubscribed contacts

1. Go to **Audience \> Contacts** and choose the list in the left column.
2. Under **Filter Contacts**, select *Status*, then *is* and *Unsubscribed*. The list shows the contacts who unsubscribed or whom you unsubscribed.
3. Click a contact to open their record, then the **Activity** tab to see, among other things, the date they subscribed and unsubscribed.

![Status is Unsubscribed filter on the Contacts page](https://support.yapla.com/hs-fs/hubfs/Centre-aide/Infolettres/infolettres-en-filtre-desabonnes.png?width=330&name=infolettres-en-filtre-desabonnes.png)

### Resubscribe a contact

Only resubscribe a contact if they asked you to.

1. Under **Audience \> Contacts**, click the (+) button at the top right, then **Add a contact**.
2. Choose the list, enter the person's email address and fill in the other fields as needed.
3. Check **I confirm I have permission**, then click **Save contact**.

Then search for their address in the list: their status is *Active* again.

### Understand the rates to monitor

These rates appear in the **Performance** tab of each campaign report.

#### Bounce rate

**Total bounces ÷ number of recipients**. Hard bounces shouldn't exceed 1%. The rate varies with your sector, how up to date your list is and how often you send.

#### Unsubscribe rate

**Total unsubscribes ÷ number of recipients**. An unsubscribe is always better than a complaint: make sure the unsubscribe link appears at the bottom of every email. It's included in templates as the `[UNSUBSCRIBE]` tag.

#### Complaint rate

**Total complaints ÷ number of emails sent**. Aim for 0% to 0.1%, and never exceed 0.25% (1 complaint per 400 emails). A contact who reports your emails as spam is removed from your sends.

Email providers also monitor these figures. Bounce or complaint rates that are too high eventually send your emails to spam, or even get them blocked.

### Learn more

- [Manage the Yapla Newsletters suppression list](https://support.yapla.com/en-ca/manage-the-yapla-newsletters-suppression-list?hsLang=en-ca)
- [Allow my contacts to subscribe to my newsletters based on their interests](https://support.yapla.com/en-ca/allow-my-contacts-to-subscribe-to-my-newsletters-based-on-their-interests?hsLang=en-ca)
- [Webinar | Newsletters: analyze your email performance](https://support.yapla.com/en-ca/webinar-newsletters-analyze-your-email-performance?hsLang=en-ca)

- [Getting started on Yapla](https://support.yapla.com/en-ca/getting-started-on-yapla?hsLang=en-ca#main-content)

    - [Collection of useful resources to discover Yapla](https://support.yapla.com/en-ca/getting-started-on-yapla?hsLang=en-ca#collection-of-useful-resources-to-discover-yapla)
    - [Getting started](https://support.yapla.com/en-ca/getting-started-on-yapla?hsLang=en-ca#getting-started)
    - [Make the most of Yapla](https://support.yapla.com/en-ca/getting-started-on-yapla?hsLang=en-ca#make-the-most-of-yapla)
    - [About Yapla](https://support.yapla.com/en-ca/getting-started-on-yapla?hsLang=en-ca#about-yapla)
- [Configure my account](https://support.yapla.com/en-ca/configure-my-account?hsLang=en-ca#main-content)

    - [First steps](https://support.yapla.com/en-ca/configure-my-account?hsLang=en-ca#first-steps)
    - [Account](https://support.yapla.com/en-ca/configure-my-account?hsLang=en-ca#account)
    - [Billing](https://support.yapla.com/en-ca/configure-my-account?hsLang=en-ca#billing)
    - [License and users](https://support.yapla.com/en-ca/configure-my-account?hsLang=en-ca#license-and-users)
    - [Frequently asked questions](https://support.yapla.com/en-ca/configure-my-account?hsLang=en-ca#frequently-asked-questions)
- [Learn about common functionalities](https://support.yapla.com/en-ca/learn-about-common-functionalities?hsLang=en-ca#main-content)

    - [Communications](https://support.yapla.com/en-ca/learn-about-common-functionalities?hsLang=en-ca#communications)
    - [Forms](https://support.yapla.com/en-ca/learn-about-common-functionalities?hsLang=en-ca#forms)
    - [Pictures and media](https://support.yapla.com/en-ca/learn-about-common-functionalities?hsLang=en-ca#pictures-and-media)
    - [Frequently asked questions](https://support.yapla.com/en-ca/learn-about-common-functionalities?hsLang=en-ca#frequently-asked-questions)
- [Manage my payments and authentification](https://support.yapla.com/en-ca/manage-my-payments-and-authentification?hsLang=en-ca#main-content)

    - [Authentification](https://support.yapla.com/en-ca/manage-my-payments-and-authentification?hsLang=en-ca#authentification)
    - [Payment method](https://support.yapla.com/en-ca/manage-my-payments-and-authentification?hsLang=en-ca#payment-method)
    - [Voluntary contribution and commission](https://support.yapla.com/en-ca/manage-my-payments-and-authentification?hsLang=en-ca#voluntary-contribution-and-commission)
    - [Frequently asked questions](https://support.yapla.com/en-ca/manage-my-payments-and-authentification?hsLang=en-ca#frequently-asked-questions)
- [Manage my members](https://support.yapla.com/en-ca/manage-my-members?hsLang=en-ca#main-content)

    - [First Steps](https://support.yapla.com/en-ca/manage-my-members?hsLang=en-ca#first-steps)
    - [Import members](https://support.yapla.com/en-ca/manage-my-members?hsLang=en-ca#import-members)
    - [Simplified Membership Campaign](https://support.yapla.com/en-ca/manage-my-members?hsLang=en-ca#simplified-membership-campaign)
    - [Member management](https://support.yapla.com/en-ca/manage-my-members?hsLang=en-ca#member-management)
    - [Member profiles](https://support.yapla.com/en-ca/manage-my-members?hsLang=en-ca#member-profiles)
    - [Form](https://support.yapla.com/en-ca/manage-my-members?hsLang=en-ca#form)
    - [Communications](https://support.yapla.com/en-ca/manage-my-members?hsLang=en-ca#communications)
    - [Organization or family management](https://support.yapla.com/en-ca/manage-my-members?hsLang=en-ca#organization-or-family-management)
    - [Membership management](https://support.yapla.com/en-ca/manage-my-members?hsLang=en-ca#membership-management)
    - [Rates](https://support.yapla.com/en-ca/manage-my-members?hsLang=en-ca#rates)
    - [Organization or family](https://support.yapla.com/en-ca/manage-my-members?hsLang=en-ca#organization-or-family)
    - [Advanced functions](https://support.yapla.com/en-ca/manage-my-members?hsLang=en-ca#advanced-functions)
    - [Continuing education](https://support.yapla.com/en-ca/manage-my-members?hsLang=en-ca#continuing-education)
    - [Frequently asked questions](https://support.yapla.com/en-ca/manage-my-members?hsLang=en-ca#frequently-asked-questions)
- [Organize my events](https://support.yapla.com/en-ca/organize-my-events?hsLang=en-ca#main-content)

    - [First steps](https://support.yapla.com/en-ca/organize-my-events?hsLang=en-ca#first-steps)
    - [Settings](https://support.yapla.com/en-ca/organize-my-events?hsLang=en-ca#settings)
    - [Forms](https://support.yapla.com/en-ca/organize-my-events?hsLang=en-ca#forms)
    - [Electronic tickets](https://support.yapla.com/en-ca/organize-my-events?hsLang=en-ca#electronic-tickets)
    - [Advanced settings](https://support.yapla.com/en-ca/organize-my-events?hsLang=en-ca#advanced-settings)
    - [Communications](https://support.yapla.com/en-ca/organize-my-events?hsLang=en-ca#communications)
    - [Rate management](https://support.yapla.com/en-ca/organize-my-events?hsLang=en-ca#rate-management)
    - [Event registration management](https://support.yapla.com/en-ca/organize-my-events?hsLang=en-ca#event-registration-management)
    - [Activity management with sessions](https://support.yapla.com/en-ca/organize-my-events?hsLang=en-ca#activity-management-with-sessions)
    - [Conferences](https://support.yapla.com/en-ca/organize-my-events?hsLang=en-ca#conferences)
    - [Frequently asked questions](https://support.yapla.com/en-ca/organize-my-events?hsLang=en-ca#frequently-asked-questions)
- [Receive donations](https://support.yapla.com/en-ca/receive-donations?hsLang=en-ca#main-content)

    - [First Steps](https://support.yapla.com/en-ca/receive-donations?hsLang=en-ca#first-steps)
    - [Donation management](https://support.yapla.com/en-ca/receive-donations?hsLang=en-ca#donation-management)
    - [Tax receipts](https://support.yapla.com/en-ca/receive-donations?hsLang=en-ca#tax-receipts)
    - [Recurring donation](https://support.yapla.com/en-ca/receive-donations?hsLang=en-ca#recurring-donation)
    - [Campaign management](https://support.yapla.com/en-ca/receive-donations?hsLang=en-ca#campaign-management)
    - [Peer-to-peer campaign (P2P)](https://support.yapla.com/en-ca/receive-donations?hsLang=en-ca#peer-to-peer-campaign-p2p)
    - [Donor management](https://support.yapla.com/en-ca/receive-donations?hsLang=en-ca#donor-management)
    - [Frequently asked questions](https://support.yapla.com/en-ca/receive-donations?hsLang=en-ca#frequently-asked-questions)
- [Create my website](https://support.yapla.com/en-ca/create-my-website?hsLang=en-ca#main-content)

    - [First steps](https://support.yapla.com/en-ca/create-my-website?hsLang=en-ca#first-steps)
    - [Website personalization](https://support.yapla.com/en-ca/create-my-website?hsLang=en-ca#website-personalization)
    - [Content and articles](https://support.yapla.com/en-ca/create-my-website?hsLang=en-ca#content-and-articles)
    - [Pages](https://support.yapla.com/en-ca/create-my-website?hsLang=en-ca#pages)
    - [Modules](https://support.yapla.com/en-ca/create-my-website?hsLang=en-ca#modules)
    - [Online store](https://support.yapla.com/en-ca/create-my-website?hsLang=en-ca#online-store)
    - [SEO & Performance Tools](https://support.yapla.com/en-ca/create-my-website?hsLang=en-ca#seo-performance-tools)
- [Simplify my accounting](https://support.yapla.com/en-ca/simplify-my-accounting?hsLang=en-ca#main-content)

    - [First Steps](https://support.yapla.com/en-ca/simplify-my-accounting?hsLang=en-ca#first-steps)
    - [Manage sales and invoices](https://support.yapla.com/en-ca/simplify-my-accounting?hsLang=en-ca#manage-sales-and-invoices)
    - [Manage expenses](https://support.yapla.com/en-ca/simplify-my-accounting?hsLang=en-ca#manage-expenses)
    - [General ledger](https://support.yapla.com/en-ca/simplify-my-accounting?hsLang=en-ca#general-ledger)
    - [Consolidation](https://support.yapla.com/en-ca/simplify-my-accounting?hsLang=en-ca#consolidation)
    - [Reports](https://support.yapla.com/en-ca/simplify-my-accounting?hsLang=en-ca#reports)
    - [Settings](https://support.yapla.com/en-ca/simplify-my-accounting?hsLang=en-ca#settings)
    - [Projects](https://support.yapla.com/en-ca/simplify-my-accounting?hsLang=en-ca#projects)
    - [Taxes](https://support.yapla.com/en-ca/simplify-my-accounting?hsLang=en-ca#taxes)
    - [Frequently asked questions](https://support.yapla.com/en-ca/simplify-my-accounting?hsLang=en-ca#frequently-asked-questions)
- [Manage my contacts](https://support.yapla.com/en-ca/manage-my-contacts?hsLang=en-ca#main-content)

    - [Manage contact](https://support.yapla.com/en-ca/manage-my-contacts?hsLang=en-ca#manage-contact)
- [Send newsletters](https://support.yapla.com/en-ca/send-newsletters?hsLang=en-ca#main-content)

    - [Introduction to Yapla Newsletters](https://support.yapla.com/en-ca/send-newsletters?hsLang=en-ca#introduction-to-yapla-newsletters)
    - [Configure your Newsletters](https://support.yapla.com/en-ca/send-newsletters?hsLang=en-ca#configure-your-newsletters)
    - [Contacts management](https://support.yapla.com/en-ca/send-newsletters?hsLang=en-ca#contacts-management)
    - [Performance tracking](https://support.yapla.com/en-ca/send-newsletters?hsLang=en-ca#performance-tracking)
    - [Target your mailings](https://support.yapla.com/en-ca/send-newsletters?hsLang=en-ca#target-your-mailings)
    - [Grow your subscriber list](https://support.yapla.com/en-ca/send-newsletters?hsLang=en-ca#grow-your-subscriber-list)
    - [Webinars](https://support.yapla.com/en-ca/send-newsletters?hsLang=en-ca#webinars)
- [Manage my data](https://support.yapla.com/en-ca/manage-my-data?hsLang=en-ca#main-content)

    - [First Steps](https://support.yapla.com/en-ca/manage-my-data?hsLang=en-ca#first-steps)
    - [Settings](https://support.yapla.com/en-ca/manage-my-data?hsLang=en-ca#settings)
    - [Object management](https://support.yapla.com/en-ca/manage-my-data?hsLang=en-ca#object-management)
    - [Reports](https://support.yapla.com/en-ca/manage-my-data?hsLang=en-ca#reports)
- [Documentation for developers](https://support.yapla.com/en-ca/documentation-for-developers?hsLang=en-ca#main-content)

    - [Advanced functions](https://support.yapla.com/en-ca/documentation-for-developers?hsLang=en-ca#advanced-functions)
- [Manage my federation](https://support.yapla.com/en-ca/manage-my-federation?hsLang=en-ca#main-content)

    - [Getting started](https://support.yapla.com/en-ca/manage-my-federation?hsLang=en-ca#getting-started)

- Our pricing 
    - [Pricing](https://www.yapla.com/en-ca/pricing)
    - [Professional Services](https://www.yapla.com/en-ca/professional-services)
    - [Training hours bank](https://info.yapla.ca/en/services)
- Resources 
    - [Help Centre](https://support.yapla.com/)
    - [Yapla Academy](https://academy.yapla.com/?utm_campaign=website&utm_medium=footer&utm_source=academie)
    - [Blog](https://www.yapla.com/en-ca/blog/)
    - [Yapla Newsletter](https://www.yapla.com/en-ca/yapla-newsletter/)
- Discover Yapla 
    - [Demo and webinars](https://www.yapla.com/en-ca/webinars)
- About Yapla 
    - [About us](https://www.yapla.com/en-ca/about-us/)
    - [Work with us](https://info.yapla.ca/en/work-with-us)
    - Contact Yapla
    - [Become partner](https://www.yapla.com/en-ca/partner-program/)

[![Yapla](https://support.yapla.com/hubfs/logo-yapla-fr.svg "Yapla")](https://www.yapla.com)

<https://www.facebook.com/Yapla.ca.en> <https://www.instagram.com/yapla.ca_en/> <https://www.youtube.com/Yapla> <https://www.linkedin.com/company/yaplacommunity/>

Copyright © 2013-2026, Yapla

[Terms of use](https://www.yapla.com/en-ca/terms-of-use)| [Privacy policy](https://www.yapla.com/en-ca/privacy-policy)