Scenario
You are using Exclaimer Cloud and you receive bounce-back emails from Sent emails, with similar error messages:
ERROR: Remote Server returned '550 5.1.17 SMTPSEND.Utf8RecipientAddress; UTF-8 recipient address not supported’
Reason
In most cases, you receive this error message because the '‒' (dash) symbol is in the recipient's email address; this usually happens when the recipient's email address has been copy-pasted into the To field from another source at the time of drafting the email.
NOTE: When you copy-paste the email address into the To (Cc or BCC) field, any hyphen (-) in the email address gets converted to a dash (‒); this means that the email address is no longer in a supported UTF-8 format.
Although the email address appears to be valid (to the sender), the mail client and server will not be able to handle the new character as part of a valid address and this leads to the email being rejected and you get an error message.
Although the email address appears to be valid (to the sender), the mail client and server will not be able to handle the new character as part of a valid address and this leads to the email being rejected and you get an error message.
Resolution
We recommend! You manually type in the recipient's email address instead of copy-pasting it.
Follow these steps to delete the incorrectly formatted email address from Outlook:
-
Open Outlook and select New Email.
- In To....begin typing the email address of the recipient that is causing the issue. A drop-down with the suggestions will be displayed.
- Click the X on the right-hand side of the drop-down to delete the cached address.
Example:
- Enter the recipient's email address manually: this email address will be correctly stored within Outlook and the email will be successfully sent to the recipient.