Understanding account suspensions

Being told your account has been suspended is alarming, but it's not the end of the road - there's always a specific reason, and we'll work with you to put it right and, wherever possible, restore the account. Suspensions exist to protect the sending network's reputation, which is what keeps everyone's mail reaching the inbox.

Why accounts get suspended

The common causes are:

• exceeding complaint or hard-bounce thresholds
• uploading a list that contains spam traps
• sending a campaign that triggers complaints and blacklisting
• other activity that puts the network's reputation at risk

Hard bounces

A hard bounce happens when you email an address that doesn't exist. A hard bounce rate that consistently climbs above 5% is a strong sign something's wrong with how your list is built - usually old, bought, or poorly maintained data.

Spam traps

A spam trap is a hidden address seeded around the internet specifically to catch people who harvest emails, buy lists, or don't maintain them. Trap addresses are kept secret - publishing them would make them useless - so you can't simply check for them. Repeatedly uploading known traps is a clear sign of a serious list-quality problem.

How resolution works

Once we've confirmed your subscription details, we'll ask some specific questions to pin down the source of the problem and make sure it's fully resolved. After you've completed that audit, our team reviews your answers and comes back to you with the steps to follow.

The quickest way through a suspension is to engage with the process and be open about what happened. Open a support ticket and we'll guide you. To avoid getting here in the first place, see Email deliverability basics.