I have started seeing an increasing number of Gmail addresses hard bouncing with the bounce message in Pardot as follows.
Hard bounce - User Unknown [5.0.0 (SMTP reply matched bounce-rcpt pattern rule) ]
When I asked the Email Geeks Slack for help understanding this message, they told me to ask Pardot support for the actual bounce message received, since what's above can't possibly be the real bounce message — all Gmail bounce messages have gsmtp at the end of them. I asked Pardot support, and this is what I got from them.
smtp;452 4.2.2 The email account that you tried to reach is over quota. Please direct the recipient to https://support.google.com/mail/?p=OverQuotaTemp 18-20020a056102031200b4528f79b8a0si556200vsa.143 - gsmtp
So, Pardot is registering a mailbox full bounce that is normally a soft bounce as a hard bounce instead. And, for a significant number of the instances I'm seeing, this is the first mailbox full or soft bounce of any kind.
Is anyone else seeing this? Can someone from Salesforce tell me why this change was made? I asked my support person, but he hasn't responded to my question about why this is happening.
Hi @Keiji Otsubo. This link doesn't really address my issue. Pardot does not show me the real message received from Gmail, but when I talked to support, they said the actual message received is "452 4.2.2 The email account that you tried to reach is over quota." That message shouldn't be a hard bounce, but Pardot is telling me that it is and showing me instead a message that says "Hard bounce - User Unknown". I don't think I am being blocked and my sender reputation is very good, both when I check Sender Score and Google Postmaster tools.
Is there someone at Salesforce who can help me? I have no idea how to escalate this issue — I've asked the support person I'm working with to escalate three times and I keep getting the runaround.
Hi ,
The recipient's email account is full and cannot receive new emails.
For Gmail, it is explained like this
452, "4.2.2", The email account that you tried to reach is over quota. Please direct the recipient to Clear Google Drive space & increase storage.
Hi @Susan Pace ,
Please check this article.
https://trailhead.salesforce.com/trailblazer-community/feed/0D53A00004Kakk8SAB
