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.
At this time the bounce reporting is only available per email, not by account. It's best for this type of bounce to look at the last (or last few) emails you've sent as this will have the most accurate information.
Thanks for posting. The suspended bounce category is new. When an address bounces as non-existent Constant Contact puts the address on a hold internally so no emailsa re sent to it for 15 days. If you, or another Constant Contact user tries to send to this address duirng this time the address will show as suspended.
After the 15 days the hold on the address will be lifted and the next campaign will be sent. If it bounces again as non-existent it will be placed on an indefinite hold and show as suspended.
If you have any questions about your account and the bounces please contact our delivery team for help!
but on my bounced list of contacts you have listed it as suspended. This is the first time this has happened for this account. How do I know when my suspended contact is temporary or indefinite. Really not sure why it was at all since this is a first time bouncing contact.
Hannah, is there a quicker way to solve bounced emails and try to "reconfirm" them by sending out an email much like a new contact that they must click to confirm and get to "unbounced" status? Having to reach out to your support phone line for every instance of this where you know the email is solid takes forever. Been on hold for 15 minutes already trying to resolve one email that I know 100% is good and needs to be un-suspended.
Thank you for reaching out to our Community with your feedback and questions! I apologize for the hold time you experienced getting in touch with our support team. You are correct, removing contacts from the suspend category is something you'd have to contact support for. Being able to stop contacts from bouncing inside your account is definitely a great feature request. I would be more than happy to track this request in your account and pass on your feedback to the appropriate teams.
In the mean time, we would be more than happy to help with any suspended contacts in your account. For your account security, please email us with the list of contacts that are bouncing. You can send us these addresses, your username, and a reference to this post to social_support(at)constantcontact(dot)com. If there are more than five contacts that you would like us to take a look at, I suggest reaching out to our Deliverability Team specialists directly.
I agree, i think they need to have a little more transparency when they suspend accounts especially when they have only bounced once, or in your case not at all! I am not seeing the benefit to this service as I clean my bounced accounts after every email.
I am sorry to hear of this frustration. We've got a team that focuses on delivery issues like this. Can you give them a call? They will be the best people to help make sure your Superintendent gets the emails moving forward.
A suspended email address indicates the address has bounced several times in the past. The standard process for a bounce like this would be to first bounce as non-existent and once this happens the address will be temporarily blocked from sending for 15 days. This hold pretects you and other Constant Contact users from sending to this address. Once the hold is lifted you can try mailing to the address again but if it bounces as non-existent again it will be assumed non-existent and put on a hold.
If you think this is still a valid email address please try emailing the contact outside of Constant Contact and ask for a reply. If you are able to send and get an email from this contact you can call our delivery team to have them look into what is causing this to happen.
I don't see any emails associated with this account so I am sorry you were not able to get the help you needed. A suspended email address indicates that the address has bounced in the past when getting Constant Contact emails. Please don't post the email address here for security but can you tell me what the domain is? Is it a private company that could have blocked Constant Contact emails or is it something like Yahoo/Gmail? If you are able to send and get emails from this user outside of Constant Contact it would be best to contact our delivery team for help getting her unblocked for the future.
Thanks for your feedback on this. I would highly recommend contacting our Delivery team to discuss these addresses in more detail. They will be able to give you some information about what is happening when you send to them and even unblock them if that is an option.
Thanks for posting. It's possible that another Constant Contact user was sending to this email address and caused your email to be the second bounce. The bounce setting applies to all users. Have you tried emailing this address outside of Constant Contact? If so, please ask the contact to reply to you. If you are able to send and recieve from this address you can give a call to our delivery team for help getting this sorted out.
In addition, this customer WANTS to receive our emails, but since they were suspended, I can't re-enter their address. How can I reinstate them as a contact?
This is a good question. I apologize for the confusion but will try to explain more for you.
When an address first bounces as non-existent it is placed on a temporary hold for 15 days. If you, or any Constant Contact user tries to send to this address during this window the email will not be sent and the contact will be labeled as "suspended". Once the hold is lifted there is one additional chance given to send to the address. If it bounces as non-existent for the second time (again, from any Constant Contact account) it will be put on an indefefinate hold. The address will continue to show as suspended to any user with the address in their account moving forward.
If the address is actually valid we would request that you email the user outside of Constant Contact and make sure you can get a reply. At this point you can give a call to our Delivery team for help getting the address unblocked so you can email them in the future.