Suspended Emails

[BearStaffingServices]

How can 127 current client emails from our database be suspended emails? That does not seem correct.

[William_A · Accepted solution]

Hello @BearStaffingServices ,

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.

You can unsuspend a suspended bounced contact once through an email's bounce report. Otherwise you can reply to the automated @ mention email you receive from this response, with the contact's email address, and we'll try to unsuspend them administratively. 

Once unsuspended, as a follow-up I'd recommend doing a Quicksend of the last email they were supposed to receive. If we receive a report from their domain / ISP about them being 'non-existent' again, then they'll likely be put back into suspension. You can check this by going to the contact's engagement history right after doing the Quicksend.

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. 

See also:

Suspended Contacts FAQ