An email address can show as invalid in Rex for two different reasons: it was typed incorrectly, or it was marked invalid because emails to it kept failing. Knowing which one you're dealing with tells you how to fix it.
This article covers how to fix an email address that's been entered incorrectly, and where to manage addresses that have been marked invalid.
How Does Rex Check an Email Address When It's Entered?
When you enter an email address on a contact record, Rex does a basic check of the format. If it's been entered incorrectly (for example, a comma instead of a full stop), it's underlined in red straight away with the error message The email address 'example@email.com' is not a valid email address.
You can't mark an incorrectly entered email address as valid. You'll need to correct it first.
How Do I Fix an Email Address That's Been Entered Incorrectly?
- Click the email address on the contact record.
- Remove the error, for example a comma or question mark.
- Click anywhere outside the email address.
- Click Save Changes.
What If an Address Has Been Marked Invalid Because Emails Bounced?
An address that's correctly formatted can still be marked invalid if emails to it keep bouncing, or if someone in your team marks it invalid. Rex then stops sending to it.
You can see and manage these addresses in Email Health, under Other Lists > Communication Centre:
- The Needs attention: individual emails list shows addresses that are currently failing, so you can update, mark invalid or unsubscribe them.
- The Marked invalid list shows every address marked invalid, whether it was marked automatically or by a user, with a Restore email option to undo it.
For the steps, see - Communication Centre: Fixing Failing Email Addresses.
❗ Please Note: 🔒 Email Health needs the Access Email Health privilege. Admins have it already. See - Communication Centre: Introduction to Email Health.
❓ FAQs
Why can't I mark an email address as valid?
If the address is underlined in red, it's been entered incorrectly. Fix the typo and save, and it will be valid.
An address looks correct but Rex won't send to it. Why?
It's probably been marked invalid after emails to it bounced. Check the Marked invalid list in Email Health, where you can restore it if you're sure it works.
How do I find all the contacts with invalid email addresses?
Use the Marked invalid list in Email Health, or filter your contacts for invalid emails. See - Filtering for Invalid Emails.