Background: Suppressed Email Addresses Overview.
The primary cause is that the user/guest marked the email as spam in their email client, although sometimes reactivating those does work.
What does the SA Unsuppress Email button do? It reaches out to Postmark and flags the email as "unsuppressed."
When the OwnerRez team unsuppresses email addresses, we always unsuppress both in OwnerRez and in Postmark
- In certain edge cases, the Postmark unsuppress will fail (silently), so the email will be unsuppressed in OwnerRez but not Postmark. And it might suppress again when we attempt to send again.
- There's nothing we can do about this automatically. If noted in a ticket, Tier 2 can attempt to manually unsuppress in Postmark, which may again fail.
TLDR: We always attempt to unsuppress in Postmark, but it doesn't always work.