Increase in "Bounced" emails

[Marisa_M]

In the last week our bounce rates have doubled and tripled and I am unsure as to why. I opened a chat with someone the other day and because I got a phone call while they were chatting and I took too long to respond, they closed the window and I was unable to see what their response was. Then I received an email asking how my support was, and I responded and asked someone to send me the chat transcript but I did not receive it and no one responded. Really not happy with this level of support and need to find out why emails that we have been sending to successfully for years are now bouncing.

[William_A]

Hello @Marisa_M ,

Based on the transcript, I'd recommend speaking with our Delivery team directly for further assistance regarding your bounces.

[Marisa_M]

How can I get a copy of the transcript? I'd like to see what I missed in the conversation.

[William_A]

Nothing more really, they explained how suspended and non-existent bounces work, and suggested contacting Delivery. I responded to your email via the case, with a copy of the transcript pasted into the text body.

[Marisa_M · Accepted solution]

In case anyone else has this issue...

Just got off the phone with the Delivery Team and they confirmed there was indeed an issue on Constant Contact's end.  Something about a service called Proof Point was failing and even though it was resolved last week, the people whose email addresses were affected remained on the "Suspended" list. The agent I spoke with is going to remove the affected emails from the suspended list so we can resume sending them our messages. 

[Marisa_M]

Can someone from Constant Contact tell me if you are having another again with this "Proof Point" service? I noticed bounced emails again this morning from the same recipients who were affected last time. I really don't have 20 minutes to spend calling and waiting on hold for someone to assist me - is there any way to reach the delivery team via email or chat support??

[William_A]

No, the Delivery team is only available via phone.