Email Suppression

When TeamHub sends emails on your behalf — such as leave notifications, invite links, or balance summaries — those emails are delivered through our email partner, Mailgun. Mailgun automatically tracks delivery results for every address we send to.

If an email to a particular address repeatedly fails to be delivered, or if a recipient marks one of our emails as spam, Mailgun will suppress that address. A suppressed address is one that Mailgun has decided it should no longer attempt to send to.


Why Does Suppression Happen?

There are several common reasons an address may become suppressed:

  • Hard bounce — The address does not exist, the domain is not accepting email, or the mailbox is full and permanently undeliverable. Examples: a typo in the address, a departed employee’s account that has been deleted.

  • Spam complaint — The recipient clicked “Mark as spam” on one of our emails. Email providers take these reports seriously and Mailgun will stop sending to that address to protect our delivery reputation.

  • Soft bounce — Repeated temporary delivery failures (e.g. a full mailbox over an extended period) can eventually lead to suppression.


Why Can’t We Remove It Automatically?

Many suppressions are legitimate. If an address bounced because it no longer exists, or because someone genuinely marked our emails as spam, removing the suppression and resuming delivery would cause those emails to fail again.

Sending repeatedly to addresses that bounce or are marked as spam damages our sender reputation — the score that email providers (Gmail, Outlook, etc.) use to decide whether our emails land in your inbox or your spam folder. A poor reputation affects delivery for all companies using TeamHub, not just yours.

For these reasons, suppression removals are handled carefully and manually.


What Should You Do?

Before attempting to remove a suppression, it is worth confirming the suppression is actually incorrect:

  1. Check that the email address recorded in TeamHub is correct (no typos).

  2. Ask the user to check their spam or junk folder for any TeamHub emails they may have accidentally marked as spam.

  3. Ask their IT team to whitelist teamhub.co.za and mailgun.org as trusted senders.


Removing a Suppression

If you are confident the suppression is incorrect, admin users can remove it directly without contacting support. There are two ways to do this:

  • Update User modal — Open the user’s profile via the Users screen. If the address is suppressed, a warning will appear at the top of the modal with a Remove Suppression button.

  • User menu — On the Users screen, use the dropdown menu next to the user’s name and select the remove suppression option.

Once removed, TeamHub will resume sending emails to that address. If the underlying problem has not been resolved (e.g. the address still does not exist, or the user marks the email as spam again), the address will simply be suppressed again.

If the suppression cannot be removed via the above options, or if you are unsure whether it is safe to do so, please contact TeamHub support and include the affected email address.