When Verification Does Not Behave
The refusals, the surprises, and what each one actually means
Most verification surprises come from one of two things: the difference between the stored flag and provider evidence, or a job that was refused before it could charge you. Both are covered below.
Known Issues
There is no verification banner on Manage Contacts
The banner is only rendered for administrators, because starting a job spends from the shared organisation wallet.
Ask an administrator of the organisation to run it. The same restriction applies to the Verify Email and Verify Phone buttons on the contacts table and to the review list, and it is enforced on the server as well as in the screen.
The Unverified Emails card says 232 and the banner says 10,492 never checked
They count different things. The card counts the stored verified flag. The banner counts whether a provider has ever answered about the address.
Both numbers are correct. The banner's is the one to act on, because it is the one that reflects what is actually known. The card is kept as it is so that its meaning does not change under you.
A contact that used to show a green tick now shows no badge at all
Every contact screen now reads provider evidence rather than the stored flag, and shows nothing when no provider has been asked. The tick you remember was set by the import or form that created the contact.
Nothing is wrong, and nothing was lost. To turn it into a real answer, click the seal beside the address or number on the contact's page, or select the contact on Manage Contacts and use Verify Email or Verify Phone.
Clicking the seal on a contact asked me to confirm a charge
That click runs a real check against the provider, at the same rate a bulk job pays per contact.
This is expected. Decline the confirmation and nothing is checked and nothing is charged. The seal used to mark a contact verified without asking anybody, which is why a tick could never be trusted.
A job was refused saying there is nothing left to verify
Every contact in the group either holds nothing on that channel or already carries a provider answer. This is normal immediately after a job, when a group's count has not caught up with the evidence.
Open the count and look. If the contacts in it already show badges, the group is resolved and nothing was charged. Refresh the banner to re-read the counts.
A job was refused saying this verification type is not available on this installation yet
The group you chose needs a database change that has not been applied to this environment.
Nothing was charged. Contact support — this is a deployment matter, not an account setting.
The job finished but a batch of addresses came back unresolved
Those mail servers do not answer delivery probes. It is common on event, campaign and internal domains, and it is not a sign of a bad address.
Those contacts were refunded. Open the unresolved count — they usually cluster onto a few domains. You can Retry unresolved, which is a fresh charge and sometimes succeeds, or opt those contacts out if the domain has never been reachable.
An address verification confirmed is still not being delivered to
A catch-all domain accepts mail at every address, so acceptance does not prove the mailbox exists.
Check whether the contact carries the catch-all label, or open the risky or catch-all count to see all of them. Those addresses are accepted but unproven, and engagement is the only real test.
A contact stopped receiving SMS after a phone verification job
A carrier identified the number as a landline, so Zyntro set the contact's SMS opt-out. A landline cannot receive a text.
If you believe the number does accept texts, clear the SMS opt-out on the contact's page. Calling was left enabled either way. The line type is shown as a badge beside the number on Manage Contacts.
A phone number looks different after verification
A number verified as valid is rewritten to its canonical international form, which is what makes texting and calling work reliably.
Nothing to fix. The value as it was before is preserved in the contact's verification notes.
The job charged for fewer contacts than the button showed
The count is resolved again on the server when you confirm, and anything already answered for is dropped.
This is the intended direction — you are never charged for more than the figure shown, and often for less. The confirmation for a selection asks the server first, so its figures are exact.
A contact in the job was neither verified nor refunded
The contact was deleted, or its address or number was edited, after the job was submitted. The answer is about a value the contact no longer holds, so it is discarded rather than written on.
Verify that contact again. The work was done on the value as it stood when you were quoted, so it is not refunded.
Frequently Asked Questions
Yes. The limit is one unfinished job per channel per organisation, so an email job and a phone job can run together.
Email addresses are checked in batches, so even several thousand is minutes. Phone numbers are checked one at a time at around 300 an hour, so ten thousand numbers is more than a day. The confirmation tells you before you pay.
No. There is no cancel. The confirmation is the decision point, which is why it shows the count, the price and the duration before the button.
No. Every count in the banner opens its contacts for free, as many times as you like. Only the Verify buttons spend money.
No. It asks a provider about the address or number. Nothing is sent to the contact.
Each job is resolved separately when it is confirmed, and anything already answered for is excluded — so the second job simply contains fewer contacts.
Yes. The charge and any refund appear on your wallet as separate lines, each naming the channel and the number of contacts.
Need More Help?
If a job was charged and you cannot account for the result, contact support with the date and the channel and we will trace it.
Contact Support