What Are Suspended Bounces?


Updated August 2020


Keeping your contact lists clean and up to date is a great way to improve your deliverability rate and also your open rate. One way that we recommend doing this is to look at the bounces for each campaign that you send out. In your Constant Contact account, we give you the reason why a particular contact bounced. Some are self-explanatory, like Vacation/auto-reply or Non-existent.


So what exactly does it mean when a contact is Suspended?


Repeatedly sending emails to Non-existent email addresses can have a negative impact on your deliverability rateA Suspended contact is an address that has consistently bounced as Non-existent. If this happens, the email address is put on a temporary hold for 15 days. During this time, our system will not attempt to send any campaigns to this address from any Constant Contact account. If an account attempts to send to a Suspended address, it will be included in that campaign's Suspended bounce category under the reporting




After the temporary hold is lifted, we will attempt to send to this address the next time that an email is scheduled for them to receive. If the address bounces as Non-existent again, the email address will be placed on an indefinite hold. We do not automatically remove these contacts, however, we do list them as Recommended for Removal under your reporting.


What if you've never sent to this contact before and they already show as Suspended when you send your first email to them? Emails addresses can become Suspended from any Constant Contact account sending email to it. So although you haven't sent anything to them, there may have been another account that had tried to send to them in the past and we then note them as Suspended.


If you see an address listed as Suspended that you know is a good email address, you can unsuspend the email address to reset the address. However, this will not prevent it from becoming Suspended again in the future if it does bounce as Non-existent so you want to make sure that you have verified that this address is valid.


Want to know even more about these types of bounces? Check out this article that explores Suspended and Non-Existent bounces a little deeper. 


Hi Caitlin,

I'm not sure if you can help me, but I've been trying to get one of my contacts, whose email address is good, to become unsuspended.  I've tried calling and using the chat but I have not been successful. Is there any way you may be able to help me?


Hello @KarenH166. I'd be happy to assist you! Could you please email us at social_support(at)constantcontact(dot)com with your username, a reference to this post and the email address that you would like to unsuspend? Thanks!


Hi there,

I have a customer that is not receiving their weekly email and they are quite upset.  It is listed as bounced as suspended.  I have confirmed twice that it is their correct email.  How do I go about fixing this?

Thank you


Hello @Farmer_Dave. We'd be happy to look into this for you! Could you please email us at social_support(at)constantcontact(dot)com with your username, a reference to this post and the email address that is bouncing as suspended? Thanks!

Rachel Sheldon
Not applicable

Hello.  I also have someone who has been suspended and wants to receive blasts. How can I fix this? Thanks!

If I updated a suspended contact's email address, will they be removed from the suspended list or do I still need to call?


In other words, is the contact name suspended or the contact email?


Hi @LivingstonParishChamberofC


That's a great question! The good news is if you have updated a contact, their new email address will not be on the suspended list. Our system recognizes contacts by their emails and not their names.

Regular Participant

I have had two "bounces" in my campaigns in September, both from confirmed 100% valid email addresses, from two members of my non-profit who have no idea why the Constant Contact email message was rejected, folks who routinely get other emails with no problems. What is it about a Constant Contact email message that would generate an invalid bounce?

Marketing Advisor

Hi @AndrewK645 . There are a few reasons why an email may bounce when sent to a valid email address. These reasons are recorded in the reporting for your email. This article explains why an email bounced, what could have caused it and what you can do to fix it. Let us know if you have any further questions.


I have a few questions regarding blocked emails, can i have someone contact me (taylor.bryant@firstunitedbank.com)


Hi @AmandaB555 members of support like myself can assist with up to 7 contacts. Not only this, but for your account security we are unable to assist with these contacts directly through the Community. If you are working with a list of 7 or less addresses please email us at social_support(at)constantcontact(dot)com with your username, the addresses, and a reference to this post. However if your list of blocked contacts is larger than 7 please call into our Deliverability Support directly. These support agents can help look further into these contacts or any other contacts that may bounce in your account. In the meantime, here's an article from our Help Center that goes over the different type of contact bounces and how they can be managed.

Occasional Participant

Thanks for writing this. I have a question about suspended accounts that we see in our Recommended for Removal reporting:

Are the accounts listed as being Suspended first-time offenders or leads that have been suspended on indefinite hold?


Hi @ChristopherP502 that's a great question! It does differ from email to email though. Some email addresses can be "first-time offenders," while others can be addresses suspended from a different Constant Contact account. Though the good news is you can now unsuspend an email address directly from the reporting section of your account. 


I have a list of bounce emails that are good emails. I send to them with my gmail, outlook etc with no problem. I have emailed for help before so should I email this social_support to get help?


Hello @ECFAdmin ,


What are the bounce types? If the bounces are showing up as blocked, non-existent, or undeliverable there won't be anything we can do as those are bounces coming directly from the ISP and/or recipient.


We can assist with suspended bounces. If you have less than 15 we can generally do an administrative unsuspend on the Support side. Send us an email with those contacts' email addresses listed out.


If you have more than 15 suspended bounces, then I'd recommend you call into our Deliverability team so they can see if there was a reason so many of your valid contacts ended up becoming suspended.