Description
A suppression list consists of email addresses that are automatically or manually added to prevent them from receiving emails from you in the future. For security reasons, certain email addresses are automatically added. You can remove addresses you added manually yourself at any time. Addresses added automatically (spam complaints received through the Feedback Loop, unsubscribes, and other complaints) can only be removed by our Support team, and only with proof of consent — see Removing email from the suppression list below.
- Spam complaint: subscribers who report an email as spam are immediately added to the "Do not send email" list
- Unsubscribe request: subscribers who have clicked on the [GLOBAL_UNSUBSCRIBE] link and do not want to receive future emails
- Complaint: subscribers who have complained about one or more emails they have received
Why It's Important
The suppression list is a critical compliance and reputation management tool that protects both your sender reputation and your subscribers' preferences. By automatically preventing emails from being sent to addresses that have complained, globally unsubscribed, or marked your emails as spam, you maintain compliance with anti-spam regulations like CAN-SPAM and GDPR. This feature helps preserve your deliverability rates by ensuring you don't repeatedly send to recipients who don't want your emails, which would damage your sender reputation and could lead to being blacklisted by email providers.
Step-by-Step Instructions
Add an email address directly to the suppression list.
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In the left menu, select Audience, then Suppression List.
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Click Add email/domain. You can only add one email or domain at a time.
Add an email to the suppression list directly from the contact list:
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Select your contact list.
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Check to mark your specific contact
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Click on Actions, in the bottom.
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Select Add to suppression list
Removing email from the suppression list
After a spam complaint or Feedback Loop (FBL)
When a recipient marks one of your emails as spam, their complaint reaches us through the inbox provider's Feedback Loop (FBL), and their address is added to your suppression list automatically. These entries can be removed, but only by our Support team and only with proof of consent — they can't be deleted from the interface.
To request removal, contact our Support team with:
- The email address you want removed from the suppression list.
- Proof of consent: a signed email from the contact themselves, sent from their own address, stating that they want to receive your communications again. Because a complaint is a formal signal that the person didn't want your emails, we require the person's own confirmation before sending to them again.
Added manually
If you added an email address to the suppression list yourself, it will appear as “Manual.”
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In the left menu, select Audience, then Suppression List.
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Find the manually added entry you want to remove and click Delete.
Important
Before resubscribing anyone who previously unsubscribed or requested removal, you must first obtain new, valid proof of consent for them to receive your communications.
Locked out? Your own login email may be suppressed
If the email address you use to sign in ends up on the suppression list, you may stop receiving your security codes (2FA) and password-reset emails, which can lock you out of your account. Only our Support team can remove a login email from the suppression list — contact them to restore your access.
Troubleshooting
Unable to add an email to the suppression list
- Enter one email or domain at a time
- Check proper email format
- Remove any extra spaces or characters
- Ensure you have administrator permissions
Email still receives campaigns despite suppression
- Check exact email address match
- Check if you're using email variants
- Allow 24-48 hours for full propagation
- Ensure suppression is account-wide
Cannot remove an email from the suppression list
- Entries you added manually can be deleted by you; complaint, Feedback Loop (FBL), and unsubscribe entries are removed by Support only
- Gather proof of consent (a signed email from the contact, sent from their own address)
- Contact support with that documentation
- Check the reason for automatic suppression
Suppression list search not working
- Try searching with partial email
- Check for typos in search query
- Use domain search for multiple emails
- Clear filters and search again
Domain suppression not blocking all emails
- Check correct domain format (example.com)
- Don't include @ symbol for domains
- Check subdomains requiring separate entries
- Ensure no spaces before/after domain
High number of automatic suppressions
- Review email content for spam triggers
- Check authentication (SPF/DKIM/DMARC)
- Monitor complaint rates
- Consider list hygiene practices
Related Articles
- Understanding contact status - Suppression status explained
- Removing a contact - Alternative removal method
- Understanding complaints, bounces, and unsubscribes - Automatic suppression
- Including an unsubscribe link - Enable auto-suppression
- Managing contacts - Contact management overview