---
schema_version: "1"
id: 5f5ab685c29f602252196303541719c3cf27326685f8c37b8a941ebf7cfdd67f
title: Reset Bounces on a Prospect Record
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/mktg/264-0-0/pardot_email_bounce_reset.md
canonical_url: https://help.salesforce.com/s/articleView?id=mktg.pardot_email_bounce_reset.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: df959bfbc34d9ce571dc3e2ac911e1e9f5bf9aa2d466d36dd455e0925fceee3d
description: When a receiving email server can’t deliver a message, the message is bounced back to Account Engagement. Depending on the reason, the returned email is recorded as either a hard or soft bounce. A prospect can have one hard bounce or up to five soft bounces before their mailability status becomes Undeliverable. After you resolve a bounce issue, you can reset the bounce count on a prospect’s record.
products:
  - Marketing
  - Marketing Cloud Account Engagement
release: "264"
---
# Reset Bounces on a Prospect Record

When a receiving email server can’t deliver a message, the message is bounced back to Account Engagement. Depending on the reason, the returned email is recorded as either a hard or soft bounce. A prospect can have one hard bounce or up to five soft bounces before their mailability status becomes Undeliverable. After you resolve a bounce issue, you can reset the bounce count on a prospect’s record.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <span>All Account Engagement Editions</span></td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d58049e59">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58049e59 ">To reset bounces on a prospect record:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58049e59 ">
              <span>Account Engagement Administrator or Marketing
                role</span>
            </td>

          </tr>
        </tbody>
      </table>

1. Open the prospect record.
2. In the Mailability section, click **Reset** for either soft or hard bounce detected.
3. In the confirmation window, click **Reset**.

After bounces are reset, the prospect’s mailability status is updated. If the next email sent to the address returns a hard or soft bounce, the prospect’s status changes to Undeliverable.