Objective
This article provides instructions on how to resolve the error "Email is using an excluded email address". These errors populate when you are trying to add a prospect to Outreach.
Applies To
- Admins
- Users
- User Creation
Procedure
If you see the error above, that means that the email address or the domain has been added to the "Block creation of prospects with specific email addresses" list under the Org Settings. Please check the list and remove the values accordingly. More about this list in the Additional Information section.
Sometimes, the domain or the email are not added to the list but the error message is still populating. This is because there's an extended list to this list in the backend, this expended list is only visible to Technical Support. If you see this error but the value is not visible in the Org Settings, please reach out to Technical Support so they can remove the value from the backend list.
This backend list is updated to contain every domain that is associated with your users' logins and mailboxes. We do not recommend you request the removal of internal domains from this list, as doing so can potentially result in the creation of prospects for internal teams like HR, Payroll, or Legal, meaning there are significant privacy concerns. Even if Technical Support removes a domain from this list, if a new user is created at that domain, that domain will be added to the backend list again, though any prospects that exist at this domain will not be removed at this time.
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