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Common reasons why emails bounce or are rejected and How to Fix Them

Learn about the most common reasons why external emails bounce or are rejected by BuildTools.

Jared Johnson avatar
Written by Jared Johnson
Updated over 11 months ago

Bounced Messages Overview

When you’re sending emails to BuildTools (whether from Outlook, Gmail, or another external email service), they might sometimes bounce back or aren’t accepted. This can be frustrating, but the reasons are usually straightforward, and fixing them is easy! Below is a table listing common rejection reasons you'll receive in your external email inbox and what you can do to prevent them.

Bounce Code

Reason

Description

Solution

Inactive System

The system is inactive

The system isn't accepting emails because it's temporarily offline, or under maintenance

Wait and try again later or contact support for assistance

Unauthorized Access

Unauthorized email sender.

The sender isn’t registered in your system or isn’t part of the project. This often happens if the email is sent externally (e.g., Outlook, Gmail).

Ensure the sender is registered in the system and has access to the relevant project.

Empty Body

Email has no content.

The email was sent without any content in the body, so the system automatically rejected it.

Always include text in the email body before sending.

Missing Attachments

Required attachments are missing**

The email was meant to upload invoices, certificates, or documents, but the attachments were missing.

Make sure to attach all required files before sending your email.

Unallowed Attachment Type

Unsupported file type

The email included file types that aren’t supported (e.g., Word docs). Only PDFs or images (JPG, PNG) are accepted.

Attach only supported file types like PDFs or images when sending documents or invoices.

Offline Project

Project is offline

The email relates to an offline project. While the message is accepted, no notifications will be sent.

Notify recipients manually or wait until the project is back online.

Invalid Attachments

Attachment is invalid or corrupted

The email had an attachment with an invalid extension or corrupted data, so the attachment was removed

Make sure your attachments are valid, not corrupted, and have the right file extensions (PDF, JPG, PNG).

**Note: Sending external emails into the system email invoices inbox or certificates inbox do not require text in the body of the message.

How to Avoid Bouniced Emails

To make sure your emails from Outlook, Gmail, or other external platforms get accepted into the system without issues, here are some tips:

• Always include text in your email body.

• Only send supported file types (PDF, JPG, PNG).

• Ensure the sender is registered in the system and has access to the relevant project.

• Double-check that all necessary attachments are included.

By following these steps, your emails should be accepted by BuildTools, and your messages and attachments will get to the right people without any issues.

If you need any help, don’t hesitate to reach out to our support team. We’re here to assist!

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