If you need a specific email address changed from Held to Normal status, you will need to provide supporting documentation that the constituent does want to receive emails from the organization AND that they have adjusted their spam/security and/or white listed our IP addresses. For example, if an email address became Held because it's invalid, then the organization will need to provide confirmation that they have obtained the correct email address. If we fail to acquire confirmation and flip those members back to normal, they potentially will bounce again and cause poor deliverability for not only the organization that sent the mass email, but other eTapestry clients as well.  The same same third party is handling all of the advanced mass emails for each customer and we do not want them to end up on any blacklists.

eTapestry support cannot remove email addresses from Held status unless all of the following has been completed:
  • Ensure the email address is correct within the eTapestry database
  • Contact the constituent and ensure their inbox is not full
  • Contact the constituent and ensure their email address is not disabled
  • Contact the constituent and have them adjust their security settings to be able to receive mass emails from eTapestry (may need to white listing our IP addresses)
  • Receive a Confirmation email from the constituent confirming all of these items have been addresses
Typically a constituent ends up as Held because their email provider rejected/blocked/quarantined three advanced mass emails. So the constituent will need to take a look at their security/spam settings and should white list our IP addresses. 
Some customers will send a one-off email to the constituent and it arrives just fine. If it was sent from the eTapestry database this confirms the email address is correct, the email's inbox is not full, and the email address is not disabled. But sending a one-off email is not the same as sending a Mass Email (basic or advanced). They are two different processes and email providers view them differently. So sending a one-off email (either in eTapestry or outside of eTapestry) does not mean the constituent is able to receive mass emails.

Having the constituent white list the IP addresses we use to send mass emails will definitely ensure this does not happen again.  Often times this means the constituent has to contact their email provider's support team.  Here are the IP addresses for eTapestry and Delivra.