If your Contact is not receiving Listing Alerts or other emails from RealScout, the cause is often an email bounce. This article explains what bounces are, how to request removal, and what steps reduce future delivery issues.
Only Member Support can remove a bounce. Deleting and re-adding the Contact does not clear it — the suppression is tied to the email address itself, not to the contact record.
What is an email bounce?
An email bounce occurs when an email cannot be delivered to your Contact's inbox. There are two types:
Hard bounce: The email address is invalid, does not exist, or the recipient's mail server permanently rejects delivery.
Soft bounce: A temporary delivery issue, such as a full inbox or a server timeout. Repeated soft bounces can escalate to suppression.
When RealScout detects a bounce, the system automatically suppresses future emails to that address to protect deliverability for all users on the platform.
How to request bounce removal
Contact Member Support via the chat panel in your RealScout account or by emailing support@realscout.com
Provide the exact email address of the affected Contact
Wait for confirmation that the bounce has been removed
Once confirmed, resend the listings to test delivery
Note. There is no formal turnaround guarantee, but Member Support aims to process bounce-removal requests within 72 hours. Providing the exact email address when you contact support helps the team process your request as quickly as possible.
How to resend listings after bounce removal
Go to Contacts and open your Contact's profile
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 the Contact's Recent Activity tab.
What your Contact should do
Even after bounce removal, delivery depends on your Contact's email provider settings. Ask your Contact to:
Check spam and junk folders for emails from reply-to-agent@notifications.realscout.com
Whitelist RealScout by adding the sender address to their approved senders or contacts list
Check any inbox filters or rules that may be redirecting or blocking RealScout emails
Confirm their email is not a managed inbox (company or school email may have stricter server-level filters)
If delivery issues persist after bounce removal, consider adding a secondary personal email address to the Contact's record as a backup delivery method. You can also invite the Contact to use the RealScout app, which does not depend on email delivery for access to listings.
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