You will need the Full Read Email Logs permission to view and resolve blocked emails.
When an email can't be delivered, or a recipient marks one of your church's emails as spam, One Church Software adds that address to a blocked list. This protects your church's sending reputation. Emails to a blocked address won't go out until the block is resolved.
Find out why an email was blocked
Select Messaging at the top of the page, then select Delivery & subscribers. This opens Messaging Center > Delivery & Subscribers > Bounces/Complaints.
Click Filter, enter the address in the Email field, and click Search.
Check the Reason column. You'll see Hard Bounce, Soft Bounce, or Complaint. Then follow the matching section below.
Reason: Complaint
A complaint means the recipient marked one of your emails as spam. You can't unblock a complaint yourself. The email owner has to give their consent first.
Click Resolve next to the complaint. The Resolve Blocked Email window shows the opt-in form link for your church, which looks like https://[your-subdomain].onechurchsoftware.com/public/email/optin.
Send that link to the person and ask them to submit the form.
They'll receive an email afterward. Once they click the opt-in link in that email, the address is unblocked.
Reason: Hard Bounce or Soft Bounce
A bounce means the recipient's email provider rejected the message. For example, the address doesn't exist, or the provider's anti-spam filter refused it. You can unblock a bounced address yourself once you've confirmed it works.
Confirm with the person that the email address is correct and can receive email.
Click Resolve next to the bounce.
In the Resolve Blocked Email window, check I have personally verified that this email address exists and can receive email.
Click Unblock.
Tip: If the address belongs to someone in your database, unblocking adds it back to their profile as their primary email address.
Tip: To keep anti-spam filters from blocking your emails, ask the recipient to add onechurchsoftware.com and your church's email domain to their safe senders list.