SAP Marketing Cloud – Emails not sent due to Campaign Execution Whitelist and Blacklist

Symptom

Emails from Test Send or from Campaign Execution are not sent – sending the emails fail with either one of the following error messages:

• “1 outbound request(s) have not been sent due to whitelist entries.”
• “1 outbound request(s) have not been sent due to blacklist entries.”

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

Environment

• SAP Marketing Cloud Edition
• SAP Marketing OnPremise starting with release 1709

Reproducing the Issue

1. Test send an email from either the Content Studio or from the Sender Profiles app
2. Observe that the email is not sent, instead you get one of the following errors:

• “1 outbound request(s) have not been sent due to whitelist entries.“

• “1 outbound request(s) have not been sent due to blacklist entries.“

Cause

Campaign Execution Whitelist:

• SAP Marketing Q Tenants require individual emails or email domains to be whitelisted before they can be sent.
• With the whitelist, you explicitly allow the entered recipients to get messages.

Campaign Execution Blacklist:

• Blacklisted emails or email domains are not being sent from SAP Marketing.
• With the blacklist you explicitly block recipients from getting messages

Resolution

Use the Campaign Execution Whitelist app or the Campaign Execution Blacklist app to maintain emails or email domains according to the requirement.

1. The Campaign Execution Whitelist is required for Q Tenants only.
2. The whitelist is valid only, once some entries are maintained.
3. An empty whitelist is not considered, and all mails are sent.