As an agent user of Wunderite, you can send new apps to digitize to [email protected]. In rare cases (explained below), the sender's email will bounce back with a “user is deactivated” type of error (Email will not be be received by Wunderite). This error happens even though the sender’s email successfully sends to everywhere else including Wunderite team members.
Insurance ageny does not use Google Workspace. The sender’s company email is hosted somewhere else like Microsoft 365, Zoho, GoDaddy, etc. Their email is valid, but it isn’t managed by Google Workspace.
At some point, the employee used their work email to sign up for a personal Google account. Google allows this even if the company isn’t using Google Workspace.
Google account, or Google disabled it for inactivity. From Google’s perspective, that email now points to a deactivated account.
The sender emails a Google Group like [email protected] (we use Google Groups, so when an email is sent to [email protected], Google processes it)
Google checks its internal records and sees that the sender’s email used to be connected to a deleted Google account. Since that account is marked as deactivated, Google blocks the message.
The sender gets a bounce. The bounce usually says something like “The user is disabled” or “The account is deactivated,” even though the sender’s email is still active outside Google.
Why this happens
Google treats the sender as an inactive user because that email is tied to a deleted Google account. This conflict exists only inside Google’s identity system. The email might work fine with everyone else, but Google blocks it.
How to fix it.
Google Support needs to fully remove or release the old Google account record tied to the sender’s email. After that, the emails will start going through to [email protected] normally. We cannot open up this ticket on behalf of the customer. They need to reach out because it’s their personal account.