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.
A suspended bounce indicates that the address has bounced before as non-existent in Constant Contact. This could have been with any users account. Are you able to verify that this address is valid and working for any of these contacts? If so, give our delivery team a call for help getting these contacts unblocked!
Good question! The suspended category 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. If you see an address that bounced as suspended be sure to first check for typos, if you notice any then correct it by clicking the pencil icon to the right of the email address in your bounce list. If you are certain that an email address marked as suspended is valid then please call our deliverability team. They can look into the email address a bit more, and if it is indeed a good address they should be able to assist you so that you can send to it again.
An important thing to remember to add, Natatlie, because it confuses people who are new to the problem if you don't state it explicitly every time, is that the bounce as non-existent doesn't have to happen earlier on that particular organization's account. If some other organization has the same email address in their contact list, sends a communication, and it bounces as non-existent for that other organization, it will then be marked as Suspended for my organization if I happen to send a communication within 15 days of the other organization's send. I think that's how it works, anyway.
Michael, you're absolutely correct! That is an important detail that I hadn't mentioned. Thank you for catching that and for contributing!
I'm sorry to hear that happened. I just took a look at your account and saw that you were able to get in touch with a representative through chat who was able to assist you with the suspended email address. I hope that everything has been resolved, but if you need any other assistance please let us know. Thank you!
Sorry to hear this @helmkampcc. I went ahead and removed your subscriptions to this and one other post so you will no longer get the notifications.
If you do post to a thread in the future just un-check "Email Me when someone replies" so you aren't subscribed.
Hello @TaylorD904. I see that you were able to talk to our Deliverability department about one of your suspended contacts. A suspended contact gets into that status after first bouncing as non-existent and then we put it into a suspended status for 15 days. During those 15 days, we do not attempt to send to that address from any account that has that email address as a contact. After they are taken off of the hold, we attempt to send to them again. If they bounce again, we then place them on an indefinite suspended hold. If you believe this contact is correct (as you did with this contact), please give our Support team a call and we will able to work to try to get them off of our block listing.
Thank you for reaching out to the Community!
It depends if she is on a temporary suspend or permanent suspend. I recommend calling in and speaking to our Deliverability team at 1-866-433-8499 between 7AM and 9PM EST Monday through Friday. They will be able to check the status of the e-mail address and unsuspend if necessary.
Hello @SallyB47. Great question. The reason why we ask customers to contact us when they want to unsuspend email addresses is because we want to track domains that continuously bounce. This way, we can work with email providers to improve the deliverability of your emails. As always, if you have any questions about the deliverability of your emails, you can contact our Support department at the numbers and hours listed here.
Thanks for inquiring about Suspended email addresses. It's important to understand that repeatedly sending to the same email addresses that bounce as non-existent can have a negative impact on our customers' deliverability rate. Even if you haven't sent to a particular email address before, or if you sent to an email address previously that opened your email campaign, the contact can become suspended on a different Constant Contact account and therefore become suspended on your account. Thus, Constant Contact has protections in place to prevent us from continuously sending campaigns to email addresses that bounce. In order to keep your lists clean and full of quality contacts, it's important to learn about the different bounce types and how to manage them which is why the previous customer engagement specialist recommended to provide your contacts with whitelisting information.
We're here to help so please let us know if you have any additional questions about Suspended email addresses.
I just recently had a customer sign up on my web site for our newsletter and now she is "Suspended". If a customer uses a form to sign up why then should she be suspended just because a diffent Constant Contact email (not mine) is rejected?
Email bounced as Suspended for December 2016 *1/1/2017 5:00pm
Sent December 2016 *1/1/2017 5:00pm
Email bounced as Suspended for 2016 Small Business Saturday and Black Friday 201611/20/2016 5:30pm
Sent 2016 Small Business Saturday and Black Friday 201611/20/2016 5:30pm
Email bounced as Suspended for November 201611/2/2016 4:10pm
Sent November 201611/2/2016 4:10pm
Email bounced as Suspended for Welcome Email10/24/2016 4:39pm
Sent Welcome Email10/24/2016 4:39pm
Hello @DebraW16618. Good question. It's possible that your contact's email server has previously blocked emails from Constant Contact. Our system notes this and that is why a new contact in your account that you have never sent to would show up as suspended as soon as you started sending them campaigns.
What I'd like to recommend is that you contact our Deliverability team directly as they have experience working with different email providers and can help your contact receive your emails again. You can reach them at 866-433-8499 and they are available Monday through Thursday from 7am-11pm and Friday from 7am-9pm.