A user's email account can be placed on the bounce list from our Email Provider because their account was created/provisioned onto the MetaCompliance platform before their email account had been fully set up, with Licences assigned.
If the user receives an email before their email account has been fully set up, this email cannot be delivered and will, therefore, bounce. Once this occurs, the user's email address will then be put on the bounce list by the Email Provider, and the user will not receive any further emails from MetaCompliance until this account has been removed.
To remove this account, you will need to contact support@metacompliance.com.
Our Support Team can check if the user's account has indeed been placed on the bounce list and the reason for this. To avoid the account being placed back on the bounce list, Support will communicate this information to you to ensure that the user's email account has been fully set up before removing.