"Suspended" Bounces

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Real Estate

"Suspended" Bounces

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?

1 ACCEPTED SOLUTION

Updated: September 2017

 

Hi all,

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.

example_of_suspended_category.png

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. 


We've got a detailed post here in the Community and a FAQ available for you on this category, hope this helps!

 

 

Hannah M.
Community and Social Media Support

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298 REPLIES 298
Participant

What do I have so many suspended addresses on my eblast

HI @JeanE

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!

 

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

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Participant

How should we treat "Suspended" accounts?

Hi @TomRockMan

 

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. 

Natalie B.
Social Media Marketing Manager

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

Hi @mchristo

 

Michael, you're absolutely correct! That is an important detail that I hadn't mentioned. Thank you for catching that and for contributing! 

Natalie B.
Social Media Marketing Manager
Participant

I just check my last email send and it has my personal address "" marked as Suspended. Why is that, the email works fine and it is my primary address for my business.

Hi @AlvahM

 

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!

Natalie B.
Social Media Marketing Manager
Member

I actually quit using Constant Contact because of the suspended feature.

 

Now, someone please tell me how to stop getting notifications for this post.

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. 

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!
Participant

Hi - I have sent 3 different emails out where everyone on my mailing list has received them except for one person - her email keeps getting suspending. Is there any reason as to why she isn't receiving these emails? I double checked to see if her email was entered correctly and it was correct each time. Thanks.

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. 


Caitlin M.
Community Manager
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.
Occasional Participant

How do I unsuspend an email address? I didn't know she was suspended until she just told me she wasn't receiving the emails. Her email is valid and I just need to make her valid again. thanks

Hello @Ginny_Lockwood,

 

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.


Nick S.
Social Media & Content Manager

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.
Regular Participant

Is there a reason why we are not able to "unsuspend" our own contacts, and why currently only Constant Contact has that control? This is very inconvenient.

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.


Caitlin M.
Community Manager
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.
Retail

A customer just signed up for our newsletter from our web site. Here is the response from Constant Contact and the response from me sending her a newsletter. Email bounced as Suspended for November 2016 11/2/2016 4:10pm Sent November 2016 11/2/2016 4:10pm Email bounced as Suspended for Welcome Email 10/24/2016 4:39pm Sent Welcome Email 10/24/2016 4:39pm I am also noticing a LARGE increase in the number of "Suspended" bounces I am receiving enen though these customers have "Opened" 90 % of their previous enmails. I called your supposrt center and was told that the customers server has rejected these emails. Maybe you need to communicate with these servers. I don't have the time to email each "Suspended" customer on my bounce report as your customer service representive suggested I do. I am very dissatisfied with the ever increasing number of "Suspended" bounces!

Hi @DebraW16618,

 

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.


Nichelle M
Community & Social Media Support

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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? 

    •  Title, company
  • Added: Oct 24, 2016 4:33pm CDT | Website sign-up form | Last Updated: Nov 14, 2016 1:11pm CST
  • Email

    • Permission to send
      General Interest×
  • Phone
  • Additional Contact Fields
  • Tags
     
    • Engagement (8)
    • Notes (0)
    • 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.


Caitlin M.
Community Manager
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.

Still not acceptable since this contact has never blocked me!