Quarantined emails filtered from deliveries not appearing in quarantine table in ACS

Last update: Thu Sep 25 2025 00:00:00 GMT+0000 (Coordinated Universal Time)

In ACS, email addresses are excluded during delivery due to quarantine, but they don’t appear in the nms:address quarantine table. Affected profiles show a status of “No longer contacted by email” in their General tab. To fix this, remove the user from the denylist and send a new delivery to verify they appear in the logs.

Description description

Environment

Product: Adobe Campaign Standard (ACS)

Issue/Symptoms

Email addresses are excluded during delivery due to quarantine but don’t appear in the nms:address quarantine table.
Affected profiles show a status of No longer contacted by email in the General tab.
Multiple deliveries and campaign workflows are impacted.

Cause

The issue arises due to differences between the denylist and quarantine list functionality in Adobe Campaign Standard.
The No longer contacted by email status places a profile on the denylist, which blocks email communications. This status results from an unsubscribe action or a manual update at the profile level.
The quarantine list tracks email addresses with delivery issues, such as repeated bounces or spam reports. It applies to individual email addresses, not overall profile preferences.

Resolution resolution

To fix this issue, follow these steps:

Verify if the profile is marked as No longer contacted by email in the General tab.
Create a test delivery to confirm the profile is on the denylist.
Remove the user from the denylist and send a new delivery to verify they appear in the sending logs.

Understanding quarantine management in Campaign Standard Documentation

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