Description
You have been notified that your account has been suspended. This can happen for several reasons, including exceeding our complaint and/or hard bounce thresholds, uploading a list with spam traps, and sending an email that resulted in blacklisting.
A mistake has been made and you are here as a result. There's no need to panic; there's a very good reason why this account has been suspended and why you're here. The good news is that we will work with you to resolve the issue and hopefully restore this account.
Why It's Important
Accounts can be suspended for several reasons, including:
- Exceeding complaint thresholds or hard bounce thresholds
- Uploading lists with spam traps
- Sending an email campaign that results in complaints and blacklisting
- Other activities that compromise network reputation
Ultimately, accounts are suspended to protect our network's reputation and deliverability for everyone. We need to see what's wrong.
Hard Bounces
When you send an email to a non-existent address, you receive a hard bounce. If you send more with each campaign you send, your hard bounce rate will increase. If you consistently generate a hard bounce rate above 5%, this may indicate a serious problem with how you populate your list(s).
Spam Traps
A "trap" is a random list of addresses placed everywhere on the internet to catch marketers who don't follow good list-building practices, who harvest emails, buy lists from a third party, or don't adequately maintain their lists (whether they realize it or not). Spam trap addresses are kept secret to protect their identity and are not disclosed to anyone because making them public would render them useless. If you consistently upload known spam traps, it's a sign that there's a serious problem with how you populate your list(s).
Resolution Process
After your subscription data has been confirmed, we will also need to ask you specific questions so that we can determine the source of the problem and ensure that your issue is completely resolved.
Once you have completed the audit, the next step is to respond to the email sent by our Abuse team who will review the information provided and contact you with the necessary steps to follow.
Related Content
Related Articles
- Mastering Email Deliverability Basics - Prevent suspension
- Understanding Role-Based Emails - Common suspension cause
- My Domain is Blacklisted - Related issue
- Understanding Complaints, Bounces and Unsubscribes - Suspension triggers
- Getting Started - Best practices