--- title: "Manage the suppression list" slug: "manage-the-suppression-list" updated: 2026-10-16T00:58:09Z published: 2026-10-16T00:58:09Z canonical: "help.servicetitan.com/manage-the-suppression-list" --- > ## 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 Use the suppression list to understand why some audiences aren't receiving your marketing emails. Where appropriate, you can then take action to ensure they'll receive marketing emails from you in the future. --- ### #### Make sure you’re viewing the correct Marketing Pro content This article is for Marketing Pro v2. If you are using Marketing Pro, see [Manage the suppression list](/v1/docs/manage-the-suppression-list-mpro) 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=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%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=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D) #### Who uses this feature - Administrators and office employees - Primarily benefits Commercial Service and Replacement business types and Residential Service and Replacement business 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 the suppression list](/roofing/docs/manage-the-suppression-list#reasons-email-addresses-appear-on-the-suppression-list). - The suppression list blocks *only* marketing emails and does not affect email messages sent as part of job notifications, invoices, and other non-marketing emails. For more, see [Turn notifications on or off for any job](/roofing/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. ## How the suppression list works 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, not actually used by the customer, or whose owners opted out of your marketing content. ### Reasons email addresses appear on the suppression list Customer-side reasons include: - **Invalid Format:** The format of an email address is invalid, causing it to fail validation. For example, an email address missing the "*@*" sign. - **Unsubscribed:** A customer clicked the **Unsubscribe** link in a Marketing Pro email from your company. - **Spam Complaint:** A customer or internet service provider (ISP) labels one of your marketing emails *Spam*. Office-side reasons include: - **Unsubscribed:** An office employee selected the **Do not send promotional marketing emails** option on the Customer Record. - **Hard Bounce:** The email delivery attempt resulted in a hard bounce, and the email wasn't successfully delivered. - **Manual Unsubscribed:** An email address added to the suppression list manually. For more, see [Add email addresses to the suppression list](/roofing/docs/manage-the-suppression-list#add-email-addresses-to-the-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. ## View the suppression list 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-em90fboc.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D)**. 2. In the side menu, go to **Audiences > Suppression**. ![The suppression list displays emails with hard bounce reasons and their respective dates.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-bq569342.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D) On the *Suppression* screen that opens, you can: - Use the *Search* box to search for specific email addresses. - Use the *Office* dropdown to filter the list by office. - Click **Filter** in the column headers to filter the list by *Email*, *Reason*, or *Office*. - View the following information for each email address: - **Reason:** The reason why the customer's email address was added to the suppression list. For more, see [Reasons email addresses appear on the suppression list](/roofing/docs/manage-the-suppression-list#reasons-email-addresses-appear-on-the-suppression-list). - **Office:** Where the contact whose email address is added to the suppression list belongs. - **Date Added:** When the customer's email address was added 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. You don't need to include a header row or any other columns. See an example spreadsheet below. ![A list of email addresses displayed in a spreadsheet format.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-mt0ciidj.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D) 2. Save or download the spreadsheet as a CSV file on your computer. 3. In ServiceTitan, go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-ofvtdjbh.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D)**. 4. In the side menu, go to **Audiences > Suppression**. 5. Click **Add To List**. ![A user interface displaying email suppression list with an 'Add To List' button.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-cb6gwyrx.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D) 6. On the *Add to List* pop-up that opens, click **Upload File**. ![Interface for adding customers to unsubscribe list via file upload or email entry.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-qylyqmwk.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D) 7. Click **Next**. 8. On the *Manual Unsubscribes: Upload File* screen that opens, click **Choose File** and select your CSV file. 9. Click **Upload**. ![Upload file option for adding manual unsubscribes to the suppression list.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-lchimo9d.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D) The emails in your CSV file appear on the suppression list. ### Add individual customer email addresses to the suppression list 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-3kpzydp5.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D)**. 2. In the side menu, go to **Audiences > Suppression**. 3. Click **Add To List**. 4. On the *Add to List* pop-up that opens, click **Enter Emails** and then click **Next**. ![Interface for adding manual unsubscribes with options to upload files or enter emails.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-xy9ps4rt.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D) 5. Enter the **Email** you want to add to the suppression list and click **Add**. ![Interface for adding manual unsubscribes with email input fields and action buttons.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-ewsa4q7a.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D) 6. Repeat Step 5 to manually add as many emails to the suppression list as needed. 7. When finished, click **Add**. ![Popup window for adding manual unsubscribes with email input and action buttons.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-x5orqfnw.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D) The suppression list updates with the email addresses you added. ## 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 record to the correct format. For example, recipientname@emailprovider.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 added to the suppression list due to a spam complaint. To remove an email address from the suppression list: 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-cjujymau.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D)**. 2. In the side menu, go to **Audiences > Suppression**. 3. Find the email address you want to remove in the list. 4. Click **More** **> Remove ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-5umdcwhk.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D)**. ![Table displaying email suppression details with a remove option highlighted.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-frr5lx41.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D) 5. On the *Remove Email?* pop-up that opens, click **Confirm**. ![Confirmation dialog asking to remove an email from the audience list.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-fanxdo0j.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D) ## Export the suppression list 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-khnypks7.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D)**. 2. In the side menu, go to **Audiences > Suppression**. 3. Click **Export**. ![A user interface displaying email suppression details with an export option highlighted.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-the-suppression-list-image-a09jwzhl.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A50%3A10Z&se=2026-11-01T20%3A50%3A10Z&sr=c&sp=r&sig=PxbwvRskwGakPHg5NvymS0VbNvNc50iUQmF08QUe%2FVk%3D) A CSV file of the suppression list downloads. You can open it with a spreadsheet program like Microsoft Excel or Google Sheets. ## FAQ --- ### #### Do I need to include customer names when uploading emails to the Suppression list? No, only email addresses are required. However, email addresses will only upload if they exist on an active customer profile. #### How does ServiceTitan Marketing handle customers who unsubscribe? Email recipients can unsubscribe from any email campaign. All unsubscribed emails are tracked by ServiceTitan in **Settings > Marketing Pro > Suppression List** to ensure everything complies with CAN-SPAM laws and guidelines. For more on commercial email rules, see [CAN-SPAM Act: A Compliance Guide for Business](https://www.ftc.gov/tips-advice/business-center/guidance/can-spam-act-compliance-guide-business). #### How can I make sure the unsubscribe links in my Marketing Pro emails are working? Unsubscribe links are only generated for real campaign emails and do not appear in test emails. If you don’t add a custom unsubscribe link to your email template with the {{unsubscribe_url}} merge tag, then ServiceTitan automatically adds an unsubscribe link to the bottom of your email once it launches. To test an unsubscribe link: 1. Clone the marketing campaign you want to test. 2. Attach an audience that includes only your email address. 3. Launch the cloned campaign to send the email to yourself. 4. Test the unsubscribe link in the email you receive. **Note:***Resubscribe your email address afterward so you can test future campaigns*. If you encounter any issues with the unsubscribe link during testing, contact [Technical Support](http://go.servicetitan.com/ask) for assistance. #### What happens when a customer clicks the unsubscribe link in one of my marketing emails? Not all customers want to receive all kinds of marketing content. When a customer clicks the [unsubscribe link](/roofing/docs/manage-marketing-pro-settings) from one of your marketing emails, they can choose which types of marketing content they want to receive—and which they don’t. After clicking the unsubscribe link, customers see a list of marketing content options. Each subscription option corresponds to a type of marketing content. **Note:***You cannot see the campaign-type unsubscribe data in ServiceTitan. If you need this data, please contact* [Technical Support](http://go.servicetitan.com/ask)*.* See the table below to learn which options correspond to which campaign types. | **Preference** | **Campaign type** | | --- | --- | | Estimate follow ups | Unsold estimates | | Membership reminders | Expiring memberships | | Equipment service check ins | Aging equipment | | Haven’t heard from you reminders | Idle account | | Newsletter, promotions, and special Announcements | Other | | Recurring Services | Recurring Service | | Newsletter | Newsletter | | Thank Yous | Thank you | | Welcomes | Customer Welcome | | Remove me from everything | All campaign types | #### If a customer email is added to the suppression list, can I remove it? Yes, depending on how the customer’s email address was added to the suppression list. If a marketing email bounced or was formatted incorrectly, correcting the customer’s email address in their profile will remove them from the suppression list. To learn how to update customer email addresses, see [Customer and Location Records](/roofing/docs/customer-and-location-records-overview). ## Want to learn more? - See [Turn notifications on or off for any job](/roofing/docs/turn-notifications-on-or-off-for-any-job) 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)