Emails are suspended when they should not be

JaneB1219
Occasional Participant

I recently uploaded a file with emails that were to be used for an event (not a standard email campaign). Several were subscribed as "event." They were bounced when sent - as suspended. When I uploaded them as individual names (an individual distribution list for each - very time consuming), the invitation was received. What is the fix for this? This should not happen. If a valid email address is uploaded, then it should work for an event AND for emails. Please advise. 

1 REPLY 1
William_A
Moderator

Hello @JaneB1219 ,

 

A contact becomes suspended in our system when you or other customers of ours have tried to send to them in the past, and they've bounced back from the domain / IP as non-existent. Make sure to check out our main article on suspended bounces for additional insight. If we receive a report from their domain / ISP about them being 'non-existent' again, then they'll be put back into suspension.

 

If the non-existent / suspended bounce occurs again for the viable contact, then it may be worth reaching out to our Delivery team to see if they have any additional insight regarding that domain / ISP. Otherwise, there's not much else that can be done in this regard, if their ISP either doesn't recognize their address or refuses to deliver the email.

 

See also:

Suspended Contacts FAQ


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William A
Community & Social Media Support
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