"Suspended" Bounces

SOLVED
Highlighted
Moderator

Re: Email bounces back as suspended

Hi @SAECHanover

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!

 

Thanks, 

Hannah M.
Community and Social Media Support

If you find my post helpful, and it answers your question, please mark it as an Accepted Solution

Are you on Twitter? Follow me here!
Occasional Participant

Re: Email bounces back as suspended

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.

Highlighted
Frequent Visitor

Re: Email bounces back as suspended

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.

Highlighted
Moderator

Re: Email bounces back as suspended

Hi @LegacyBill

 

 

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. 


Frankie.P
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.
Highlighted
New Member

Suspended account assigned incorrectly.

I have a customer that has opened every newsletter and company survey that I have sent since July 2013. With no warning that customer was marked as suspended for future mailings. Customer support could not offer an explanation for this action. They said that this customer was on a "Global" block list that I could not be informed of. This is just plain poor business for Constant Contact and it reflects on my relationship with my customer. This is just the first customer I found. Now I have to look at all 800 to see if this is a trend.
Highlighted
Occasional Participant

Re: Suspended account assigned incorrectly.

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.

Highlighted
Occasional Contributor

Suspended Bounces

I called in the problem and thought it was fixed. My Superintendent's email is one of those still bouncing. The email addresses are correct as I exported them directly from the LDAP. It is really frustrating that these suspended accounts cannot be cleaned up. The most important person to receive this email is not getting it.
Tags (2)
Highlighted
Moderator

Re: Suspended Bounces

Hi @SUSD12

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. 

Hannah M.
Community and Social Media Support

If you find my post helpful, and it answers your question, please mark it as an Accepted Solution

Are you on Twitter? Follow me here!
Highlighted
Visitor

suspended

What does it mean? How can i fix these emails?
Tags (3)
Highlighted
Moderator

Re: suspended

Hi @MattG96

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.

 

Thanks, 

Hannah M.
Community and Social Media Support

If you find my post helpful, and it answers your question, please mark it as an Accepted Solution

Are you on Twitter? Follow me here!
Constant Contact Would Like To Hear From You!

We want to hear from customers like you about your favorite features and how they have helped your business or organization. Tell us by answering a few questions in...

Read More
Featured