Voter List - Undelivered Voter Status

During a Running vote, voters may be shown with an Undelivered status, which indicates that the notice was unsuccessful in being delivered to the voter. The most common causes for an undelivered email or SMS notice are the email address or mobile phone number being incorrect, a landline, or the recipient's email inbox being full.

• Determining Why a Notice was Undelivered
• Fixing Undelivered Statuses
• Undelivered Reasons
• Email Undelivered Reasons
• SMS/WhatsApp Undelivered Reasons
• Postal Undelivered Reasons

Determining Why a Notice was Undelivered

• From the Statuses dropdown menu, select Undelivered
• Select the box next to the voter whose status you want to check
• Select Undelivered History from the Actions menu

The Undelivered Notices window will open, and the undelivered reason will be displayed:

Tip: Filter by all voters with Undelivered statuses by selecting "Fix it" at the top of the Results Page

Fixing Undelivered Statuses

• Edit the contact information to automatically resend the notice: Edit Contact
• Surface Key and Share with the Voter outside of ElectionBuddy: Show Access Key

Undelivered Reasons

ElectionBuddy doesn't send reminders to an email address or mobile phone number that has an Undelivered status, as it increases the risk of being flagged as exhibiting spam-like behaviors. However, notices will be automatically resent after the contact information has been updated.

Email Undelivered Reasons

Error Code	Meaning	Status/Cause	Recommended Actions
1 – Undetermined	Delivery failed without a specific error provided.	Temporary or unknown failure; the voter’s email system did not return details.	Verify contact information; collect a new email address if available and resend. Or, surface the access key and provide it to the voter directly.
10 – Invalid Recipient	The email address does not exist or is no longer active.	Permanent failure (hard bounce). Recipient mailbox not found.	Contact the voter for a valid email address and update their email address in ElectionBuddy. Or, surface the access key and provide it to the voter directly.
20 - Invalid Address	The email address format is incorrect.	Permanent failure due to formatting errors (missing @, spaces, invalid characters).	Correct the email format and resend.
21 – DNS Failure	The recipient’s email server could not be located.	Temporary failure caused by domain or network issues.	Confirm the domain name (anything after the @ symbol) is correct; if correct, note for the future and either send to an alternative email address or surface their access key. If incorrect, collect updated email address and resend.
22 – Mailbox Full	The recipient’s inbox is full.	Temporary failure. Inbox storage limit reached.	For this vote, either update to an alternative email address, or surface the access key and provide it to the voter directly. Ask the voter to clear space in their inbox for future voting.
25 – Server Unavailable	The recipient’s email server is not responding.	Temporary failure due to server outage or maintenance.	Request an alternative email address for resending. If not available, surface their access key and provide it to them directly. Ask the voter to contact the person in charge of their email server if the issue persists in future voting.
50 – Mail Blocked	The message was blocked by the recipient’s email server.	Permanent or policy-based rejection due to spam or security filters.	Obtain an alternative email address or surface the access key and provide it to the voter directly. For the future, ask the voter to add ElectionBuddy to their safe sender list, or, if feasible, request for a whitelist from the IT team of the receiving email server.
54 - Relaying Denied	The recipient’s server does not allow external mail relaying.	Permanent failure due to server security restrictions.	Obtain an alternative email address for the voter or surface the access key and send it to them directly. If the voter can contact the administrator of their email program, they can ask for this to be resolved for future voting.

SMS/WhatsApp Undelivered Reasons

Error Code	Meaning	Status/Cause	Recommended Actions
Invalid Phone Number	The phone number does not exist or is incorrectly formatted	Permanent failure. The number is invalid or disconnected.	Verify and update the phone number, then resend. If no alternative available, surface their access key and provide it to them directly.
Could Not Be Reached	The phone could not receive the message at the time of delivery.	Temporary failure due to phone being off, no signal, or carrier issue.	Obtain an alternative phone number and update. Alternatively, surface their access key and provide it to them directly. Retry on a future vote when the phone is available.
Message Blocked	The message was blocked by carrier spam filtering.	Temporary or permanent failure	Obtain an alternative phone number, surface the access key and provide it to them directly, or use an alternate delivery method. You can retry the same number later on a future vote.
SMS Not Supported	The phone number does not support SMS messages	Permanent failure (landline or incompatible device)	Request an SMS-enabled phone number from the voter, surface their access key and provide it to them directly, or use email or mailed notices instead.

Postal Undelivered Reasons

Error Code	Meaning	Status/Cause	Recommended Actions
Letter Could Not Be Created	Letter was not generated or mailed	Pre-mailing system or data error (address validation failure or document generation issue)	Verify address and data, then update and retry. If unsuccessful try another method for delivery or surface their access key and provide it to them directly.
Address Unavailable	Address could not be validated	Pre-mailing validation failure (address not found in postal database)	Confirm full address with recipient and re-try, try another delivery method, or surface their access key and provide it to them directly.
Insufficient Address Information	Required address details are missing	Pre-mailing data validation failure (missing unit, city, or zip/postal code)	Update the address with complete information and retry mailing.

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