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"Suspended" Bounces

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"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

Hello @DebraW16618,

 

I completely understand. Our deliverability team would be happy to look into this further with you, as there are many reasons why an email address may have bounced, and they are the expert team on this subject. They can be reached at 866.433.8499 and are open until 11PM EST today, I hope this helps!

Brandon A.
Community & Social Media Support

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Increase your profitability by integrating your email marketing and social media. Download this guide and learn how you can achieve great results with email marketing and social media combined!
Anonymous
Not applicable

We went from a .7% bounce rate to a 7.7% bounce rate in a week.  Nothing at all has changed on our end.

People who have been getting - and opening - our emails for months now show up as Blocked - not suspended, but flat-out blocked.

Hi @Anonymous,

 

Thanks for reaching out! I'm sorry to hear that your bounce rate increased from blocked emails. Sometimes just a few spam complaints can land Constant Contact on a blocklist/blacklist. ISPs also filter content which can lead to blocked emails too. And some ISPs (especially corporate networks) utilize their own custom critera for blocking. Here's some important information about understanding how and why Internet Service Providers block email. I would also recommended providing your contacts with the whitelisting information.


Nichelle M
Community & Social Media Support

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Anonymous
Not applicable

It is intermittent - this week's emails were not blocked at the increased rates - at least thus far. Which is a good thing for us, but is curious and brings its own set of problems, like how do we know which email will be blocked and which will be allowed through? I know, no good answers on this sort of thing.  Even email addresses that were blocked last week are not blocked this week (nor are they suspended).

 

Hello @Anonymous,

 

If the block is occuring intermittently then it could be something with the content of the e-mail the receiving server is taking issue with. I would compare two of your campaigns, one which is not experiencing the block and one that is, and see if there are any differences in content that might stick out. This would give an idea what the receiving server is flagging as a problem. 

 

It can certainly be a difficult thing to navigate and deduce, though. I recommend calling and speaking with our Deliverability team at 866-433-8499 between the hours of 7AM to 9PM EST Monday through Friday. They have specialized knowledge and training when it comes to bounces and deliverability-related issues.


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.
Participant

I clean my email bounce list up after every e-blast. I notice that there are emails bounces marked "suspended" from emails I know to be active and working.

Hello @GOTRHR. I can certainly explain the reason why those emails are showing as suspended. When an email bounces an non-existent, Constant Contact puts a temporary hold on the email address for 15 days. During this time, we will not any emails to that address. If an account attempts to send to that email address during the 15 day hold, we will mark the email address as suspended. After the temporary hold is lifted, if the email address bounces again, then we will assume it as non-existent, mark it as Suspended, put an indefinite hold on the email address and will not send to it. 

 

Constant Contact will not remove these email addresses from your account but we do categorize these email addresses as recommended for removal. If you do believe that some of your suspended emails are good emails, you can email us these addresses to us at social_support(at)constantcontact(dot)com. Just keep in mind that resetting the email addresses doesn't prevent it from bouncing again in the future. 


Caitlin M.
Community Manager
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I had a lot of "suspended" and this was my first campaign, so the reason cannot be they bounced before. 

Hello @JamiePerkins,

 

Thanks for reaching out. I'm sorry to hear that you had contacts bounce as "suspended" on your first send. When a contact bounces as "suspended" the first time you send to it, that means it bounced as nonexistent in another Constant Contact account that sent to that address. Here is a link to a helpful guide on "Managing Bounces on Your Account."

Jonathan Rich
Community & Social Media Support

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Regular Participant

I am having way too many go into the suspended file - they want the emails but are not receiving them. What can I do?

Hello @KellyR018,

 

Thank you for bringing this to our attention. I'm sorry to hear that a lot of your emails are bouncing as suspended. I wanted to offer a link to our FAQ on the Suspended Bounce Category, which has detailed information on this type of delivery issue. If you are seeing valid email addresses in this category, you can work with our Deliverability team and they will look into each contact with you. Here's an article to help guide you on contacting the Account Review/Deliverability team.

Jonathan Rich
Community & Social Media Support

If you find my post helpful, and it answers your question, please mark it as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Increase your profitability by integrating your email marketing and social media. Download this guide and learn how you can achieve great results with email marketing and social media combined!

I wasn't sure how long it would take and I have not sent another blast out.  The next one scheduled is the beginning of next week and I will let you know   Thanks

 

Participant

We have a lot of "suspended emails" in our contact list. The email addresses are valid and they should be receiving the emails campaigns we send out. How does this get resolved if it's not an ISP issue?

 

This needs to be resolved ASAP! We have many more emails to send out.

 

Thanks,

Kacey

Hello @Colinkurtis,

 

I am sorry to hear you have a lot of suspended addresses. We definitely want to be able to address this!

 

Email addresses are marked as suspended after they have consistently bounced as "non-existent" for a period of time. We put them on suspend to protect your deliverability rate. A common reason a contact could be non-existent is when the ISP prevents emails from outside its servers from getting through. Due to the sensitive nature of the information, you are welcome to email us at social_support(at)constantcontact(dot)com with your username, the list of addresses that are bouncing as suspended, and a reference to this post and we can look into it further for you. For more immediate assistance, I encourage you to call our Deliverability team at 866-433-8499. They are available from 7AM to 11PM EST Monday through Thursday and 7AM to 9PM EST on Fridays.


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.
Participant

If I have contacts listed Suspended under Bounces, probably because they have not opened emails, can I get them back. Will they always bounce when I send an email.  How can I unsuspend a contact?

Hello @AnneR39. From our FAQ on bounce reasons, "Sending email repeatedly to the same non-existent addresses can negatively impact deliverability. To help with this, addresses that consistently bounce as non-existent are placed on an internal hold (suspended) to prevent us from sending to them again." If you do believe that you have a good email address and you have confirmed the email address with the contact, we can remove the hold. You can email us the address to social_support(at)constantcontact(dot)com with a reference to this post.


Caitlin M.
Community Manager
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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.

Hi Caitlin,

 The suspended bounce has been happening with alarming frequency lately. Several of my "suspended" emails are folks who read our emails regularly. One example: . Walter reads almost every single one of our emails since we started with CTCT in 2014! He opened our April 7 email and on the very next one, his address came up as suspended. 

 is another fairly regular reader. He read the April 7 email and the very next one came back as suspended. 

 

 - Jim opened an email as recently as two months ago, in spite of several "other" bounces. 

 

Then, there's . Ronnie is one of our PREMIER customers. His purchase history with us is more money than I make in a year! He opened an email April 8 and is suddenly suspended.

There are other examples. The best one is my March 30 email. This was sent ONLY to the clients who had opened at least 4 of our previous 5 emails. Our open rate on this email was 88%!!! However, 5 addresses came up as "undeliverable/recommened for removal" and a 6th () was "suspended". In all 6 examples, the clients have received and OPENED subsequent emails. 

So... what gives?

Thanks for your time,

Joel

 

Hello @Joel829,

 

I apologize for any confusion regarding the suspended bounce category. I will elaborate a bit on what @Caitlin_M said. 

 

There are two types of suspended bounces. The first phase of a suspended bounce is they are put on a hold. This hold lasts fifteen days. A contact will be put on hold after three unsuccessful attempts to send. For security reasons, I removed the addresses you mentioned in your post but I did review each of them. Two appeared on hold and the rest were available to send to. It is possible the remaining three were under a hold beforehand. This would explain why it showed them as suspended and then were opening subsequent emails.

 

I do not have the ability to see why they were bouncing back as non-existent but it appears to have been a temporary issue on the end of their ISP that has resolved itself. If you ever find more suspended email addresses that you feel are good then email them to us at social_support(at)constantcontact(dot)com with your username and a reference to this post. For more immediate assistance you can also call in and speak with our Deliverability team.


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.

How can you tell the difference between a Suspension that is in quarantine and one that is permanent? I want to continue to clear out contacts in our account that will no longer be sent but I do not want to delete some that may only be temporarily suspended? I do not see anywhere that you distinguish between the two types that is visible to a client. How can we delete only permanently suspended contacts? Thanks

Hello @TomK52,

 

Contacts that bounce multiple times over a period of time are the email addresses we don't send to. Take a look at this article to better understand the suspended bounce category. The best place to look for emails that have been bouncing repeatedly, is to take a look at the "Recommended for Removal" section of your reporting.

If you ever come across email addresses listed as suspended that you believe to be good, please email them to us at social_support(at)constantcontact(dot)com with your username and a reference to this post. You can also call in and speak with our Deliverability team for immediate assistance. They can be reached at 866-433-8499 and they are available from 7AM- 11PM EST Monday through Thursday and 7AM - 9PM EST on Friday.

Hayley L
Community & Social Media Support

If you find my post helpful, and it answers your question, please mark it as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.
Participant

what is the difference between "suspended" and "unsubscribed"?