Opted Out or Bounced Contacts
What are Opted Out or Bounced Contacts?
All messages sent through SurveyMonkey are required to include info on how recipients can opt out and unsubscribe from future survey invitations.
To comply with our Acceptable Uses Policy, please remove opted out recipients from Contacts within ten days.
A hard bounce means there's a permanent reason an email or text can't be delivered. A hard bounce most likely occurs if the contact info is invalid (for example, it doesn't exist or contains a typo) or the receiving mail server is blocking our IP addresses or domains.
We monitor outgoing messages sent through Email Invitation collectors to ensure we meet industry standards regarding bounce rates. If you have a very high bounce rate, we may suspend your mailing privileges within SurveyMonkey.
Viewing Opted Out or Bounced Contacts
Email Invitations or Text Messages
While you can add opted out or bounced contacts in the Send To field, we review the recipient list before an invitation is sent and remove recipients that previously opted out or bounced. As a result, your invitation may send to fewer recipients than you added.
To view the specific recipients who opted out or bounced:
You can't remove recipients who opted out or bounced from existing collectors, but you can remove them from Contacts so you don't add them to future collectors.
When adding or importing contacts, you can add email addresses that opted out or bounced to Contacts. But, the contacts are automatically labeled as opted out or bounced.
To view and delete opted out or bounced contacts:
Deleting contacts within Contacts doesn’t remove them from your existing collectors, but it will prevent you from adding them to future collectors.