GMAIL intermittently responding with "user unknown" bounces instead of accepting legitimate email
Trailblazer Community

GMAIL intermittently responding with "user unknown" bounces instead of accepting legitimate email

Marketing Cloud Email Studio

Last updated 7 days ago ·Reference W-8584904 ·Reported By 26 users

In Review

Summary
Currently GMAIL is responding with bounces in some scenarios when messages should actually be delivered as the subscribers are legitimate. The bounce messages would look like this:

Diagnostic-Code: smtp; 550-5.1.1 The email account that you tried to reach does not exist. Please try

550-5.1.1 double-checking the recipient's email address for typos or

550-5.1.1 unnecessary spaces. Learn more at

550 5.1.1 https://support.google.com/mail/?p=NoSuchUser

Repro
1. Send to Gmail to known good subscriber
2. See/receive bounces from known good subscribers with engagement

Workaround
Currently we are recommending that clients do not send to Gmail subscribers in order to avoid these illegitimate bounces in the short term. In the long term, subscribers that were sent to can be re-activated once Gmail remediates this problem.

Gmail has reported this as an issue and is providing updates as they go.

A knowledge article that details how to re-activate subscribers that were affected by this can be found here:

https://help.salesforce.com/articleView?id=000322262&type=1&mode=1

Any unreleased services, features, statuses, or dates referenced in this or other public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make their purchase decisions based upon features that are currently available.