I've just exported bounces from the last email sent and there are 11 contacts showing "Suspended" as a bounce reason. I review bounces following each email send and I've not come across this before, so what does it mean?
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Updated: September 2017
Suspended is a new bounce category! Previously, if you were sending to an email address that was quarantined it would bounce as non-existent. The suspended category now shows you which email addresses we are preventing you from emailing because it's bounced as non-existent once already in the last 15 days.
If you continue to send to non-existent email addresses it can hurt your sending reputation so you will want to be careful about emailing these addresses over and over.
I’m so sorry; it looks like there was a miscommunication. I do see the email you sent with the email addresses and they have been taken care of for you. For security reasons we will be following up in a private email. Please let us know if you don’t receive our follow up email!
Throughout this thread it seems as though multiple quarantines or bounces cause the "suspended" tag, but i have received "suspended" email flags on my first email I sent through Constant Contact. how could I have a suspension if it is my first send? Is the suspension related to other Constant Contact customers getting quarantined to the same email address?
Welcome to the community! Yes, you're absolutely correct. Our suspension list is a global suspension. This is because sending to non-existent addresses can hurt your sending reputation, so it would make your other emails more likely to end up in spam. We put bad addresses onto a global suspension, so that you don't end up in spam just because someone made a typo, or gave you a bad email address on a sign-up form.
Thank you for reaching out to the Community. We do have certain guidelines in place regarding spam email addresses, and I do apologize if this has affected your contacts in any way. If there are specific contacts you are concerned about, I would suggest reaching out to our Account Review team about this and they will be able to assist you and answer any questions or concerns. You can find their contact information and available hours by clicking here. Our Account Review team does have available hours during the weekend, so you can contact them at your convenience today if you'd like.
In the meantime, if you have any further questions please feel free to reach out to us here. We are always happy to assist you in any way we can!
Just spoke with Constant Contact. They acknowledged there is a known issue with yahoo/sbcglobal emails over the past two weeks and they are working on a solution. Having stated that, you still have to call them, spend time with the automated assistant, get connected with a person and request the emails be reinstated. UGH!
We appreciate your update. All possible issues are taken care of by very capable individuals and I have no doubt that anything that they find wrong will be repaired. I am happy to submit your suggestion for email support as well. Please let us know if there is anything else we can do for you.
Thank you for reaching out to the Community! I apologize for any confusion there may be about your contacts that bounces as suspended. An email address can get marked as Suspended after bouncing repeatedly as Non-existent from any Constant Contact account sending email to it. So it's always good to first check that these contacts are in fact correct. Because you know these contacts are correct, I would suggest reaching out to our Deliverability Specialists. These support agents can help look further into these contacts or any other contacts that may bounce in your account.
I have a friend who's been receiving and opening mine for years and she has the same email address. All of a sudden it's showing up as a bounce. Why??
Hello @FayP3. Was this email address showing up as a suspended bounce or a different type of bounce category? We have a few different categories that a contact can fall under when their email address bounces. Here is a list of these bounce types, what they mean and what action you can take for them.
I just chatted this same question to a CC rep. Here's what I learned. Hope this helps!
David S: Hello Alison, thanks for coming into chat today. Understanding your bounces is important, so I'm glad you came that question. Essentially, what the 'suspended' bounce category means is that a contact was bouncing as 'non-existent' too frequently, so our system put it on a block list, meaning that we are actually not sending email to 'suspended' contacts. We do this because if we continually sent email to contacts that bounced as 'non-existent,' many major email servers and ISPs would block ALL Constant Contact email.
You: Can you tell me how many "tries" you allow before putting an email on your suspended list?
David S: Of course. So the way it works is that the first time the email bounces as 'non-existent,' we put them on a temporary quarantine for 15 days, just to ensure that if there are temporary issues with the email address, such as a server being down. After the 15 quarantine, if the contact continues to bounce as non-existent, we change their status to 'suspended.'
Hi @BarbaraH72450, @BioZyme and @BonnieW64,
I want to clarify how this works. Suspended is a way to identify the email addresses that no longer exist. These are addresses that have bounced as non-existent multiple times. This is to prevent you from sending to a dead address over and over which can hurt your sending reputation and prevent legimate emails from being delivered.
I think I understand how this is "meant" to work, but we have a lot of suspended emails that my whole company emails individually on a daily basis.
Constant Contact is the only system that says they don't exist.
Is there a way around this problem without having look at each individual address or is it better to just send our emails from our company's email instead of Constant Contact?
Thanks for the reply @AllisonS712.
If the contacts are all on the same domain it could have been a network issue. Although it's possible that another Constant Contact customer would also be sending to one or two of those addresses, it's not likely for a large number like you mentioned.
It would be best to give our delivery team a call for help sorting this out. It might be a matter of having your IT team whitelist Constant Contact to make sure all future emails are delivered.