Overview
If your workflow emails have stopped delivering because email addresses were automatically added to Mandrill's rejection denylist — for example, after a series of hard bounces caused by an external issue — Dazos Support can remove those addresses from the suppression list and add them to the allowlist to prevent future suppression.
This guide explains what causes the issue, what information Support needs from you, and what to expect once your request is submitted.
Before You Begin
You must be an active CRM user at your organization — such as an executive, director, or facility administrator.
You must have an open support ticket with Dazos (or be able to create one) to submit the request.
The underlying cause of the hard bounces (for example, a group permission or DNS issue on your end) should be resolved before requesting removal, so the addresses don't bounce again and get re-added to the denylist.
Why This Happens
Mandrill, the email delivery service used by Dazos to send CRM workflow emails, automatically adds email addresses to a rejection denylist (suppression list) when those addresses hard-bounce. This is a built-in spam and deliverability protection mechanism.
Once an address is on the denylist, Mandrill will drop any future emails to that address before they reach the recipient's mail server — even after the original issue causing the bounce has been fixed. The address must be manually removed from the denylist by Dazos Support.
⚠️ Common causes of hard bounces include:
External group or distribution list permission issues blocking delivery
Temporary DNS or MX record misconfigurations on the recipient domain
Email security settings rejecting messages from [email protected]
Steps
Contact Dazos Support by submitting a support ticket through the Help Center. In your message, include:
The email addresses you need removed from the suppression list
Any additional addresses you'd like checked to confirm they are not currently suppressed
A brief description of what caused the original hard bounces (if known)
Provide authorization from an active CRM user. Dazos Support requires confirmation from an active CRM user at your organization — such as an executive, director, or facility administrator — before making any changes to Mandrill. To authorize the request, have that person reply directly to the support ticket thread confirming they approve the suppression list removal.
💡 Tip: The person submitting the ticket can also be the authorizing user, as long as they hold one of the qualifying roles listed above.
Support will check Mandrill. Once authorization is confirmed, the Dazos Support team will log into Mandrill and check the status of all requested addresses.
Support removes addresses from the denylist. Any addresses found on the rejection denylist will be removed, allowing Mandrill to attempt delivery again.
Support adds addresses to the allowlist. To prevent the same addresses from being automatically suppressed again in the future, Support will add them to the Mandrill allowlist.
Verification / Expected Result
After Support completes the changes, workflow emails should resume delivery to the affected addresses. You can confirm by triggering a test workflow or waiting for the next scheduled workflow alert to fire.
If emails are still not delivering after the suppression list update, there may be a separate delivery issue — such as a whitelist or DNS configuration — that needs to be resolved on your organization's end.
Troubleshooting / Common Errors
Emails still not delivering after removal? The address may have been re-added to the denylist if the original bounce cause wasn't fully resolved. Contact Support again and confirm the underlying issue has been fixed before requesting a second removal.
Emails delivered but landing in junk/spam? Ask your team to add [email protected] as a safe sender in their email client. For group or distribution list addresses, your IT team may also need to whitelist [email protected] at the group level.
Not sure if an address is on the denylist? Include it in your support ticket and ask Support to check its status in Mandrill — even if you haven't confirmed it's suppressed.