Suppressions most often occur when a user doesn’t have a valid email address at the time of their account creation and the invitation email is bounced back as “undeliverable”. In such cases, the email address is suppressed and requires intervention in order to un-suppress it.

Common reasons someone may be caught on a suppression list:

• Invalid Email (either doesn’t exist or has a typo)
• Mailbox is full
• Email was marked as spam

If you notice that you have a learner(s) who isn’t receiving email notifications from Bridge:

• Reach out to support to check and see if the learner is on the suppression list. 

Support can get them removed.

If you are having quite a few learners that seem to not be receiving emails:

• Send a Bridge notification to all users using the ‘custom message’ option on the ‘Manage Users’ page. 
  • Guide: How to send direct messages to learners
• Reach out to Bridge Support as soon as you send the notification (chat method preferred, if possible). Notify them that you are troubleshooting by sending a message to all users and need them to pull the suppression list to see who populated on it. 
  • Note: actively working with Bridge Support is imperative in this process as our logs only last 3 days and you may have to resend your test message if you don’t.
• Support will remove all the learners that are on the suppression list. If there are any new learners added to the suppression list, Bridge may be able to see the reason why to help prevent the issue going forward. 
• If you continue to have ongoing issues, please reach out to your Account Manager so they can get additional assistance assigned. 

If you have any questions or need any help - reach out to support@bridgeapp.com or your Account Manager.