Who is this for? #
Directors or staff with permission to edit members, who need to restore email delivery to a parent, student, or director whose address has stopped receiving messages from Presto.
Why does this happen? #
Sometimes email deliveries fail — most often due to a full inbox, an invalid address, or the message being flagged as spam. When this happens, Presto Assistant automatically blocks further emails to that address, so it isn't repeatedly sent to somewhere it can't be delivered.
This helps keep all emails from Presto Assistant delivered successfully — repeated failed attempts can hurt deliverability for everyone.
Find Blocked Email Addresses #
There are a couple of ways you might notice a blocked address:
- On the Communication page, a banner tells you how many members have a blocked email address (for example, "There is 1 member with a blocked email address"). Press "Manage" to go to the full list.
- On an individual member's profile page, a "Bounced Email" alert shows the reason their address bounced, with its own "Manage" button.
Unblock an Email Address #
- Find the row for the address you want to unblock. The "Reason" column explains why Presto stopped sending to it.
- Press "Unblock" on that row — or check the boxes next to several rows and click the three dots in the top-right to choose "Unblock Selected" and handle more than one at a time.
- Confirm "Yes, Unblock" in the dialog that appears.
Tip
If none of your students are receiving emails, a district spam filter is probably the real cause, not individual inboxes. Share District IT Checklist with your school district's IT department to get Presto allowlisted for everyone at once.
Troubleshooting #
- Unblocking doesn't fix whatever caused the block in the first place. If the address is misspelled, the inbox is still full, or the mail provider is still flagging Presto's messages, it can bounce again right away.
- Unblocked, but still not receiving emails? Confirm the address is spelled correctly, ask the member to check their spam/junk folder, and consider whether your school district's spam filter needs to allowlist Presto — see District IT Checklist.