If your client isn't receiving listing alerts or other emails from RealScout, it may be due to an email bounce. This article explains what bounces are, how to request removal, and what steps your client can take to ensure successful delivery.
Quick Overview
What a bounce means and why it happens
How to request bounce removal from RealScout Support
Steps your client should take to prevent future delivery issues
Important: Deleting and re-adding a contact does not remove bounces. Only RealScout Support can remove bounces from the system.
What Is an Email Bounce?
An email bounce occurs when an email cannot be delivered to your client's inbox. There are two types:
Hard bounce: The email address is invalid, doesn't exist, or the recipient's mail server permanently rejects delivery
Soft bounce (timeout): Temporary delivery issues, such as a full inbox or server problems
When RealScout detects a bounce, the system automatically suppresses future emails to that address to protect deliverability for all users.
Steps to Request Bounce Removal
If your client reports they're not receiving emails, follow these steps:
Contact RealScout Support via the chat widget in your account or email support@realscout.com
Provide the exact email address of the affected client
Wait for confirmation that the bounce has been removed (this typically takes a few hours)
Once removed, resend the listings to test delivery
How to Resend Listings After Bounce Removal
How to Resend Listings After Bounce Removal
Go to Contacts and select your client's name
Click Listing Alert (View/Edit) for the relevant search
Go to the SENT section
Select ALL or check the boxes next to specific properties you want to resend
Click SEND or RESEND
Add a custom message if you'd like, then send
You can track delivery and open status in your client's Recent Activity tab. For more details, see How to Resend Listings.
What Your Contact Should Do
What Your Contact Should Do
RealScout cannot guarantee what happens in a user's inbox. Even after bounce removal, delivery depends on your client's email provider and settings.
Ask your client to:
Check spam/junk folders for emails from
reply-to-agent@notifications.realscout.comandreply-to-agent@alerts1.realscout.comor similar emails from you.Whitelist RealScout email addresses by adding them to their approved senders list or contacts
Check inbox filters or rules that may be blocking or redirecting emails
Confirm it's not a managed inbox (company or school email accounts may have stricter filters)
💡 Tip: If delivery issues persist, consider using a secondary email address for your client as a backup delivery method. You can also get a shareable link to email/text directly or invite them to use the app for immediate access: How to Invite Your Contacts to Use the RealScout Home Search App
Troubleshooting
Troubleshooting
If your client still isn't receiving emails after bounce removal:
Confirm they've checked spam/junk folders and whitelisted RealScout sender addresses
Ensure the lead has cleared out room by archiving or deleting unneeded emails (if their inbox is full)
Ask if their email is a managed inbox (company or school domain), which may have additional restrictions
Test with a secondary email address if available or invite using another method
FAQs
Q: Can I fix a bounce by deleting and re-adding my client?
A: No. Deleting and re-adding a contact does not remove bounces. Only RealScout Support can remove bounces from the system.
Q: How long does bounce removal take?
A: Bounce removal is typically completed within 1-2 business days. We cannot expedite this process, but providing the email address helps our team process your request quickly.
Q: What if my client reports the email as spam?
A: Spam reports cannot be overridden the same way bounces are. If your client has marked RealScout emails as spam, they'll need to contact support@realscout.com to opt back in. This can only be done via email.
Need help?
If you'd like, you can also reach us at support@realscout.com or use the support options in your RealScout account.