--- title: "Manage the suppression list" slug: "manage-the-suppression-list-1" tags: ["Area - Marketing Pro (v1)", "Focus - Service Replacement", "Role - Admin", "Type - Commercial", "Type - Residential"] updated: 2026-11-04T13:10:54Z published: 2026-11-04T13:10:54Z canonical: "help.servicetitan.com/manage-the-suppression-list-1" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage the suppression list ## ## Overview The suppression list is a set of email addresses that ServiceTitan will *not* send messages to as part of Marketing Pro Email Campaigns. The suppression list includes email addresses that are invalid, no longer in use, aren’t email addresses that customers actually use, or whose owners opted out of your marketing content. You can use the suppression list to understand why some users aren’t receiving your marketing emails. Where appropriate, you can then take action to ensure that they will receive marketing emails from you in the future. --- ### #### Make sure you’re viewing the correct Marketing Pro content This article is for Marketing Pro. If you are using Marketing Pro v2, see [Manage the suppression list](/commercial/docs/manage-the-suppression-list) for content specific to your experience. You can check your version following these steps: 1. Go to the navigation bar and click **Marketing** ![A speaker icon representing Marketing in ServiceTitan.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-marketing.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D). 2. If the side menu under Analytics includes One-Time Campaigns and Automated Campaigns, you're using [Marketing Pro v2](/v1/docs/marketing-pro-v2). If these options aren't visible, you're using [Marketing Pro](/v1/docs/marketing-pro). ![Analytics section highlighted in the Marketing side menu.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/screenshot-marketing-analytics.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) #### Who uses this feature - Administrators and office employees - Applies to all busines types - Applies to all trades #### Feature configuration - To get started with Marketing Pro, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro), or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM). ## Things to know - Email addresses can be added to the suppression list for various reasons. For more, see Reasons email addresses appear on suppression list. - The suppression list blocks *only* marketing emails and does not affect email messages sent as part of work order notifications, invoices, and other non-marketing emails. For more on notifications, see [How to turn notifications on or off for any work order](/commercial/docs/turn-notifications-on-or-off-for-any-job). - You can add multiple email addresses to the suppression list at once by uploading a CSV file. Each upload can include up to 2,100 email addresses. If your list contains more than 2,100 addresses, we recommend splitting it into multiple CSV files and uploading them separately. Uploading a file with more than 2,100 entries will result in an error. - All email addresses must follow the formatting guidelines described in [Understanding Valid Email Address Formats: A Short Guide](https://whoapi.com/blog/understanding-valid-email-address-formats-a-short-guide/). Any address in an invalid format will trigger an error when added to the list. - Customers added manually to the suppression list show as either *Unsubscribed* or *Never Email* in the *Reason* column of the suppression list. ## View the suppression list 1. Go to the top toolbar and click **Settings** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D). 2. In the side panel, click **Marketing Pro** > **Suppression List**. 3. Click a customer name to view their profile. ![A suppression list showing customer names and email addresses with removal options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-cs96oi4u.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) 4. Under the **Reason** column, you can view why the customer's email address was added to the suppression list. ![Suppression list showing customers and their email preferences for marketing campaigns.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-6nhcv5sq.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) 5. Under the **Date Added** column, you can see when the customer's email address was added to the suppression list. > [!TIP] > **Tip:** *To sort by customer name or reason, click the* ***Customer Name*** *or* ***Reason*** *column.* ## Reasons email addresses appear on the suppression list 1. Customer-side reasons can be: - **Invalid Format:** The format of the customer email is not valid and the email does not pass validation. For example, when it’s missing an “*@*” sign. - **Unsubscribed:** The user clicked the Unsubscribe link in a Marketing Pro email from your company. - **Spam Complaint:** A customer or ISP (email provider) labels one of your marketing emails as spam. 2. Office-side reasons can be: - **Unsubscribed:** The **Do not send promotional marketing emails** was checked on the Customer Record from your Office side. For more, see [Add email addresses to the suppression list](/commercial/docs/manage-the-suppression-list-1#add-email-addresses-to-the-suppression-list). - **Hard Bounce:** The email delivery attempt resulted in a hard bounce, and the email wasn't successfully delivered. - **Manual Unsubscribed:** User emails are uploaded in bulk to your Suppression List (by going to **Settings > Marketing Pro > Suppression List**). - **Never Email:** An email address that should never receive marketing emails because it isn’t real or is never used by customers to check for incoming messages. For example, fake email addresses entered during registration or email addresses used exclusively to send invoices. For more, see [Add email addresses to the suppression list](/commercial/docs/manage-the-suppression-list-1#add-email-addresses-to-the-suppression-list). ## Add email addresses to the suppression list To stop sending marketing content to specific customers, you can add their email addresses to the suppression list. There are two ways to do this: - **Bulk upload:** Use a CSV file to upload up to 2,100 email addresses at once. - **Manual entry:** Add individual email addresses one at a time. All email addresses must follow the formatting guidelines described in [Understanding Valid Email Address Formats: A Short Guide](https://whoapi.com/blog/understanding-valid-email-address-formats-a-short-guide/). Any address in an invalid format will trigger an error when added to the list. ## Add multiple email addresses to the suppression list at once You can add multiple email addresses to the suppression list at once by uploading a CSV file. Each upload can include up to 2,100 email addresses. If your list contains more than 2,100 addresses, we recommend splitting it into multiple CSV files and uploading them separately. Uploading a file with more than 2,100 entries will result in an error. 1. On your computer, create a file using a spreadsheet application to make a list of customer email addresses in the first column. No need to include a header row or any other columns. See the example of the spreadsheet below. ![List of email addresses displayed in a spreadsheet format for reference.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-7ta0ln73.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) 2. Save or download the spreadsheet as a CSV file on your computer. 3. In ServiceTitan, go to the top toolbar and click **Settings** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D). 4. In the side panel, click **Marketing Pro >** **Suppression List**. 5. Click **Add to List**. ![A suppression list showing customer names and reasons for suppression with an add button.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-gqx6tldp.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) 6. In the pop-up, click **Manual Unsubscribes**, and then click **Next**. ![Options to add customers to Manual Unsubscribes or Never Email List for marketing.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-cxe9x0av.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) 7. Click **Choose File** and select your saved CSV file. 8. Click **Submit**. ![Button to submit manual unsubscribes to the suppression list with a file attachment.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-rrwov98e.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) Customers included in your CSV file appear on the suppression list. ![Suppression list showing customers with options to unsubscribe from emails.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-cs3o3zqg.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) ## Add individual customer email addresses to the suppression list 1. [Search for](/commercial/docs/use-search-in-servicetitan) and open the customer record. 2. Click **Edit** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) next to the customer’s name. ![Customer profile showing details for Jane Brown, including ID and membership status.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-d81wkg6o.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) 3. Select **Do not send promotional marketing emails**. ![User interface showing options for email preferences and invoice signatures settings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-cawxp41w.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) 4. Click **Save**. The *Suppression List* updates with the email addresses you added. ![A suppression list showing customer names, reasons, and dates added for email management.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-73g24y87.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) ## Add email addresses to the Never Email list 1. In ServiceTitan, go to the top toolbar and click **Settings** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D). 2. In the side panel, click **Marketing Pro >** **Suppression List**. 3. Click **Add To List**. ![A suppression list showing customer names and reasons for suppression with an add button.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-dd3oc9t5.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) 4. Select **"Never Email" List**, and then click **Next**. ![Cursor selects the 'Never Email' list option for invalid email addresses.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-qd3r1lbc.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) 5. Enter an email address that you want to add to the *Never Email* list. Click **Add Another** to add more email addresses, and click **Add** when you're finished. ![Form to add email addresses to the Never Email List for marketing purposes.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-8gt7esgl.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) The *Suppression List* updates with the email addresses that you added. ![A suppression list showing customers with email preferences and unsubscribe options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-pn164pp7.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) ## Remove an email address from the suppression list Depending on why an email address was added to the suppression list, you may or may not be able to remove it. If the customer was added to the suppression list automatically because of: - **Invalid formatting or hard bounce:** You can update the email address in the customer’s profile to the correct format. For example, recipientname@emailaddress.com. - **The customer unsubscribed from your marketing emails:** The customer must manually resubscribe to your marketing emails. - **Spam complaint:** You cannot remove customer email addresses that were added to the suppression list due to a spam complaint. - **Never Email:** Click **remove** in the corresponding row. ![A suppression list showing customer names and options to remove them from the list.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-d3o0l9dj.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) ## Download the suppression list 1. Go to the top toolbar and click **Settings** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D). 2. In the side panel, click **Marketing Pro >** **Suppression List**. 3. Click **Download CSV**. ![A suppression list showing customer names and reasons for email suppression.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-oee5auqu.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A17%3A42Z&se=2026-11-09T12%3A17%3A42Z&sr=c&sp=r&sig=iJNkbIa27NuarNFB0SanMRALLc%2F2%2FOsixId%2FhF0SMTY%3D) A CSV file of the suppression lists downloads. You can open it with a spreadsheet program like Excel or Google Sheets. ## Want to learn more? - See [Overview: Using ServiceTitan Marketing Pro](/v1/docs/overview-using-servicetitan-marketing-pro) - See [Manage customer and service Location Records](/commercial/docs/customer-and-location-records-overview) ServiceTitan's integrated marketing automation platform for email, SMS, direct mail, and digital ad campaigns. **What it does:** Drives new customer acquisition and repeat revenue by automating targeted campaigns across multiple channels — all tied to actual job revenue. **Also called:** ST Marketing, Marketing automation **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Bulk or automated email campaigns sent to customer segments from within Marketing Pro. **What it does:** Drives repeat business and membership renewals by staying in front of customers with targeted, personalized messaging. **Also called:** Email marketing, Drip campaigns **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The top-level account in ServiceTitan representing a property owner or account holder, containing all locations, jobs, and history. **What it does:** Serves as the single source of truth for all customer interactions, history, and financial data. **Also called:** Customer account, Client record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A physical service address associated with a customer, containing all jobs, equipment, and history for that property. **What it does:** Separates service history by property so businesses serving customers with multiple locations can track work at each site. **Also called:** Service address, Property record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)