Unsubscribes & Bounces Report

Modified on: Wed, 26 May, 2021 at 1:53 PM

You can find the complete list of customer emails that have unsubscribed in the Unsubscribe section under Campaigns on the menu. It displays email / phone number / domain and date of unsubscribe. You can also manually add an unsubscribe to this list, delete unsubscribes and download the table.

Additionally, you can report on Unsubscribes with our Get Unsubscribe API, as well as add unsubscribes with the Post Unsubscribe API.

You can also find the complete list of customer emails that have bounced. It displays email, bounce type, bounce date and reason. You can also manually add a bounce to this list, delete bounces and download the table. 

Now is possible to filter by the Unsubscribe date or Bounce Date! This date is applicable on the report level, so the dates you add here will be applied on both Unsubscribes and Bounces list. 

The default date range is 1 year rolling period.

How to Unsubscribe a Customer from within CustomerGauge

To manually unsubscribe a customer email address:

1) Go to the Unsubscribes & Bounces Report

Go to the Unsubscribe under Admin in the menu.  This will open a page showing the list of unsubscribed contacts.

Click on the + Add button at the top left hand corner of the Unsubscribes List to add an email address/phone number.


2) Add an email address

Enter the email address of the contact you wish to unsubscribe. The date and time as well as your username will be saved, so you can keep track of who unsubscribed the contact when.

Click on the + Add button on the bottom right hand corner to save the action and unsubscribe.

  • You can also unsubscribe an entire domain name, if for instance you wish to exclude all employees from a particular company from your emails. You can do this in the same manner as adding a single email address, except you add just the domain name starting with the '@' symbol. For instance:




  • You can also un-subscribe people from SMS/Text invites by entering their mobile number (with country code) instead of their email address.

Deleting an Unsubscribe or Bounce

Each email/phone number unsubscribed can be deleted (so the client will receive the surveys again).

  • Simply click on the trash icon to delete the record

  • And confirm on the confirmation pop up

Bounce details

There are 2 types of bounces associated with CG sends. Soft and Hard bounces.

A soft bounce normally happens when the receiving Mail Server is temporarily unable to receive the email.  There are several reasons why this would happen. The following are reasons for soft bounces.

  • A server is unavailable or it’s down
  • The server is overloaded
  • The recipient’s mailbox is full
  • Your message size is too big

In this case CG tried to deliver the message again at a later point in time. This is why soft bounces may take a few days until they show up in the Bounce section of the Data Transport Report.

A hard bounce is more permanent. A hard bounce removes the subscriber from the list. There are several reasons why an email would hard bounce. The main characteristic though, is that it is a permanent rejection.   Below is a list of the most bounce codes:

Bounce code

Bounce type


5.0.0HardAddress does not exist
5.1.0HardOther address status
5.1.1HardBad destination mailbox address
5.1.2HardBad destination system address
5.1.3HardBad destination mailbox address syntax
5.1.4HardDestination mailbox address ambiguous
5.1.5HardDestination mailbox address valid
5.1.6HardMailbox has moved
5.1.7HardBad sender\’s mailbox address syntax
5.1.8HardBad sender’s system address
5.2.0SoftOther or undefined mailbox status
5.2.1SoftMailbox disabled, not accepting messages
5.2.2SoftMailbox full
5.2.3HardMessage length exceeds administrative limit.
5.2.4HardMailing list expansion problem
5.3.0HardOther or undefined mail system status
5.3.1SoftMail system full
5.3.2HardSystem not accepting network messages
5.3.3HardSystem not capable of selected features
5.3.4HardMessage too big for system
5.4.0HardOther or undefined network or routing status
5.4.1HardNo answer from host
5.4.2HardBad connection
5.4.3HardRouting server failure
5.4.4HardUnable to route
5.4.5SoftNetwork congestion
5.4.6HardRouting loop detected
5.4.7HardDelivery time expired
5.5.0HardOther or undefined protocol status
5.5.1HardInvalid command
5.5.2HardSyntax error
5.5.3SoftToo many recipients
5.5.4HardInvalid command arguments
5.5.5HardWrong protocol version
5.6.0HardOther or undefined media error
5.6.1HardMedia not supported
5.6.2HardConversion required and prohibited
5.6.3HardConversion required but not supported
5.6.4HardConversion with loss performed
5.6.5HardConversion failed
5.7.0HardOther or undefined security status
5.7.1HardDelivery not authorized, message refused
5.7.2HardMailing list expansion prohibited
5.7.3HardSecurity conversion required but not possible
5.7.4HardSecurity features not supported
5.7.5HardCryptographic failure
5.7.6HardCryptographic algorithm not supported
5.7.7HardMessage integrity failure
9.1.1HardHard bounce with no bounce code found. It could be an invalid email or rejected email from your mail server (such as from a sending limit).

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