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If all of the above is set up correctly, the user may have been put on the Openpath Suppression list. This only happens when the email that is sent from Openpath is bounced back to Openpath. This is an issue on the customers' end that causes this. You can reach out to Openpath Support and ask them to check if that specific email is on the Suppression list. If it is, Openpath Support can remove it.