What is the email suppression list?
The suppression list is a list of email addresses that Acorn will not send emails to. An address is added to the list when: (a) an email hard-bounces (the address doesn't exist), or (b) the user clicks 'Unsubscribe' in an Acorn email.
Why this matters
If a user's email is on the suppression list, they will not receive any system emails from Acorn — including password resets, enrolment notifications, and Momentum alerts.
Checking and removing an address
- Go to Admin > Email Management > Email Suppression List.
- Search for the user's email address.
- If found, click Remove from Suppression List.
- Confirm the removal.
- Test by re-triggering an email (e.g. a password reset).
Why emails hard-bounce
- The email address has a typo in Acorn.
- The user's inbox is full.
- The recipient's email server rejected the message.
- The email domain no longer exists.
Preventing suppression
- Verify email addresses when creating user accounts.
- Ask your IT team to whitelist noreply@acorn.works to prevent rejection.
- Regularly audit the suppression list for legitimate addresses.
Bulk removal
To remove multiple addresses from the suppression list at once, contact Acorn Support with a list of emails to clear.