If you've added a lead to the Global Block List but notice they are still receiving emails, this can occur due to how the block list interacts with client and campaign associations. The system has specific rules about when and how blocks are applied, and these rules may sometimes cause unexpected behavior if not correctly followed.
Let’s break it down:
The system checks the Global Block List before sending an email.
If a lead was added to the block list after an email was already sent, that specific email will still go out.
Future emails will be blocked, as long as the block list conditions are met.
A lead email address can be associated with a specific client in the Global block list.
If the lead is associated with a client but the campaign is not, the block will not apply.
In this case, the system assumes the lead belongs to another client context, so the email may still be delivered.
If the lead email address/domain is associated with any client, the Global block list will show the client association like below:
Similarly, if a campaign is associated with a client, but the lead’s Global Block List entry is not tied to the same client, the block will not apply.
For a block to work, both the campaign and the lead must share the same client association.
If a campaign is associated with one client and the lead's email address in the Global Block List is associated with a different client, the block will not apply.
For the Global Block List to work effectively, if the campaign is associated with a client, the lead’s email address in the Global Block List must also be associated with the same client. If both the campaign and lead email address in Global block list is not associated with any client, it will applied Globally and block the leads in the future campaigns.
Example:
If you want to block [email protected] from all campaigns:
Upload [email protected] with no client selected → blocks regular campaigns.
Upload [email protected] with Client A selected → blocks Client A campaigns.
Upload [email protected] with Client B selected → blocks Client B campaigns.
And so on for each client...
When blocking by domain, use the correct format to ensure it works:
Correct: domainname.com
Incorrect: https://domainname.com or www.domainname.com
Smartlead matches domains exactly, so avoid including protocols (https://) or subdomains (www).
Important NotesIf neither the campaign nor the lead's email address/domain is associated with any client, the block will apply. This means the lead will be blocked not only for the current campaign but also for any future campaigns.
This ensures that the block is enforced consistently across all campaigns, as long as no client associations are made.
Q: I blocked a lead's email address and then deleted it from the Global Block List, but it's still showing as blocked in the UI. What should I do?
A: The block status cannot be removed directly from the UI. Deleting the lead from the Global Block List may remove the block status, but the lead's email thread will also be deleted and cannot be retrieved. If you re-upload the lead, it will be treated as a new lead. However, you can still send and receive emails from your Master inbox, and the block will no longer apply once the lead is removed from the Global Block List.
Screenshot from Master inbox lead email thread:
Q: Can a single lead be blocked for multiple clients?
A: Yes, but you must upload the email multiple times—each time with a different client selected—to block it in those specific client contexts.
Q: My lead is blocked but still getting emails—what now?
A: Double-check:
The client association of both the campaign and the block entry
Whether the block was added after the email was already queued
The format of the email or domain in the block list
If everything looks correct and the issue persists, contact Support to investigate.
If you’ve followed all the steps above and still have questions or concerns, don’t hesitate to reach out to our Support Team. We’re always here to assist and ensure you have a smooth, successful experience with Smartlead.
Contact Support anytime, we’re happy to help
