The quick answer
Go to Lists > Relationships > Bounced Email Addresses and find the address. Read its Error Message first. If the address is spelled wrong, correct the Email on the record instead. If the address is right and the mailbox works again, check Delete on its row, click Delete and click OK on "Do you really want to delete selected entries?". The list loses that row, and the record stops showing "The following email addresses have experienced bounces recently" and the warning icon next to Email. Then resend whatever didn't arrive.
When an email to an address bounces, NetSuite puts the address on a list of bounced addresses. After a recent hard bounce, such as Unknown User, records that use the address can show a warning band and an icon next to the Email field, and NetSuite stops sending transaction email like invoices to it. Fixing the mailbox doesn't take the address off the list. It stays blocked until its expiration date, unless someone deletes the entry.
In the example, invoice emails to the customer Tidewater Boatworks haven't been arriving. They moved to a new mail provider, and their billing mailbox bounced during the switch. They've since confirmed it works again. The administrator, Priya Halvorsen at Ridgecrest Marine Supply, clears the entry so NetSuite can email them again. The people, companies and email addresses in the screenshots are fictional example data.
Before you start
You need a role that can see Lists > Relationships > Bounced Email Addresses and delete entries on it. The example uses Administrator. Other roles may not see the page, or may see it without being able to delete. If the menu doesn't show it, ask an administrator.
Before you delete anything, know why the email bounced. Deleting an entry tells NetSuite it may try the address again. It doesn't fix the mailbox, and if the mailbox is still broken, the next email bounces and the address goes back on the list.
If you're testing in a sandbox or Release Preview account, check its email preferences first. Those accounts can redirect or hold outgoing email instead of sending it to the customer.
01. See the bounce warning on the customer
Open the customer. Above the record, a warning band says The following email addresses have experienced bounces recently and lists billing@tidewaterboatworks.example with Error Message: Unknown User. In Email | Phone | Address, the Email field shows a warning icon after the address.
The warning is why the invoices stopped. Unknown User is a hard bounce, and NetSuite doesn't send transaction email to the address while this warning shows. The exact wording of the band can differ by record type and release.
02. Open Bounced Email Addresses
Go to Lists > Relationships > Bounced Email Addresses. It sits after Other Names in the Relationships menu.
03. Read the row and decide
The page has Mark All, Unmark All and Delete buttons, a Total count, and four columns: Email Address, Expiration Date, Error Message and Delete. The example shows Total: 4.
Find the customer's row. billing@tidewaterboatworks.example has Error Message Unknown User and Expiration Date 2026-11-27 08:42:17. Left alone, it stays blocked until then. How long a hard bounce stays on the list comes from the company email preference Remove Email Addresses From Bounced Email Address List After at Setup > Company > Email Preferences, so the date depends on your account.
Then decide which fix applies:
- The address is right and the mailbox works again. Delete the entry. That's Tidewater's case.
- The address is wrong. accoutns@northbaysailing.example is a typo, and orders@keelhaulmarine.exmaple has a misspelled domain. Deleting those entries just earns another bounce. Correct the Email on the record instead. The record stops using the wrong address, and the old entry can stay on the list until it expires.
- The mailbox was temporarily full. Mailbox Full is a soft bounce. Soft bounces stop bulk email, not invoices, and the entry expires on its own, within minutes or hours depending on the reason.
04. Delete the entry
Check Delete on the billing@tidewaterboatworks.example row and click the Delete button above the list. The browser asks Do you really want to delete selected entries? Only checked rows are deleted, so make sure the check is on the right row, then click OK.
The list reloads with Total: 3. billing@tidewaterboatworks.example is gone, and the other three entries stay until they expire or someone deletes them.
The entry belongs to the address, not to one record. Deleting it clears the bounce for every customer, contact, vendor, employee or other name that uses billing@tidewaterboatworks.example. It doesn't change the Email on any record.
05. Confirm the customer is clear
Open Tidewater Boatworks again. The warning band is gone, and Email shows billing@tidewaterboatworks.example without the warning icon.
You're done when:
- the address is no longer on Bounced Email Addresses;
- the record shows no bounce warning band and no icon next to Email;
- the email that didn't arrive has been resent and the customer confirms they got it.
NetSuite doesn't resend anything on its own, and deleting the entry only lets it try again. Delivery can still fail if the mailbox or the receiving mail server has a problem. Send the invoice again from the transaction (see how to send an invoice email in NetSuite), and check the message on the transaction's Communication subtab. If it bounces again, the address goes back on the list.
Common questions
Why did invoice emails to my customer stop arriving?
If the customer's address had a hard bounce, such as Unknown User or Bad Domain, it's on the bounced list and NetSuite won't send transaction email to it. The customer record shows the bounce warning band and an icon next to Email. Fix the cause, delete the entry if the address is right, and send the invoice again.
What does Unknown User mean?
The receiving mail server couldn't find that mailbox. It's a hard bounce. Usually the address has a typo, the mailbox was closed, or, as in the example, it was briefly missing during a move to a new mail provider. Check the address character by character before you delete anything.
How long does an address stay on the bounced list?
It depends on the bounce. Hard bounces stay for the period set in Remove Email Addresses From Bounced Email Address List After, under Setup > Company > Email Preferences, so there's no single answer across accounts. Soft bounces like Mailbox Full expire sooner, sometimes within minutes or hours. The Expiration Date column shows when each entry goes.
Should I delete the entry or fix the email address?
If the address is wrong, fix the Email on the record. Deleting the entry for a misspelled address only lets NetSuite bounce off it again. Delete the entry when the address is right and the mailbox works again.
Does changing a customer's email remove the old address from the list?
No. The record stops using the old address, so the warning goes away for that record, but the old entry stays on the list until it expires or someone deletes it.
Does deleting an entry affect contacts with the same email address?
Yes. The bounce belongs to the address, not the record, so deleting it clears the bounce for every customer, contact, vendor, employee or other name that uses that address. It doesn't change the Email on any of them.
Can I clear several addresses at once?
Yes. Check Delete on each row, or click Mark All to check every row, then click Delete and confirm. Mark All clears every address on the list, including misspelled ones that will bounce again, so check the selection first.
Will NetSuite resend the invoice after I delete the entry?
No. Deleting the entry only lets NetSuite send to the address again. Send the invoice yourself, then check the message on the transaction's Communication subtab.