"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 @BruceK129,

 

Great question! Suspended contacts are email addresses that have bounced back to Constant Contact multiple times. They are put under suspension in order to protect both your deliverability rate and that of Constant Contact. Often times the reason they kept bouncing back is because the receiving ISP (Internet Service Provider) has a security setting in place that only allows certain IP addresses to get through. This can be remedied by having Constant Contact's IP addresses whitelisted on their servers. 

 

An unsubscribed contact is a contact that no longer wishes to receive mailings from your account. They are typically generated from the recipient of an email clicking "unsubscribe" in the footer. However, you can also manually unsubscribe a contact if said contact requests it.


Nick S.
Social Media & Content Manager

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Member

Once an email is marked "Suspended" by CC, what happens next? At some point does CC allow emails to be sent again? How is the determination made to go from temporarily suspended to permanently suspended? 

 

Why are CC customers being charged for "active" email addresses that CC will not send to? 

 

Finally, please confirm that if an email recipient/ISP blocks a particular CC customer, that does not prevent other CC customers from sending to that recipient/ISP. 

 

 

Hi @lmoffat

Thanks for reaching out to the Community. An email address can be set as suspended and prevent you from emailing because it's bounced as non-existent once already in the last 15 days in any Constant Contact account. If an email in your account is marked as suspended we recommend double checking those emails and making sure they're correct and valid emails. If the contacts are not correct we do recommend removing them, but if they are good addresses please contact our support team to help you to reset these emails so you can send to them again. I apologize for any confusion on why you would still be charged for these suspended contacts. Constant Contact charges based on the amount of contacts that are being held in your account. As these contacts are your intellectual property we cannot go in and change the status of them unless they unsubscribe, in which case we do remove them from the amount you get billed for. We do however offer reporting and ways to resolve these bounces.

Also, if an ISP blocks a particular customer from receiving emails we do suggest that they whitelist Constant Contact and set us as a safe sender in their email settings. Here is our FAQ for the steps to whitelisting Constant Contact in case you did need it. Whitelisting Constant Contact will help allow emails be sent to other contacts under the same ISP.


Frankie.P
Community & Social Media Support

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Participant

Hello,  just told me she's not getting the emails, and these keep bouncing. Why?

Hi @Robert.Stein,

 

Thank you for reaching out in our Community board. I found the contact in your account and was able to lift the suspend hold. As long as there are no blocks in her email client, she should be able to receive your emails now. To learn more, see article The Suspended Bounce Category.

 

Please let us know if there is any other way we can help!

Liz M.
Customer Engagement Specialist

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Occasional Participant

Is there a way to request that a Suspended address be unsuspended--given that we know the ISP was having issues that caused sending to the addresses to fail?

Hi @CnCSurprise,

 

Thank you for your inquiry in the Community! Yes, we can help with that. Please send us the email address/es that are showing as bouncing as suspended, along with a reference to this post, and we can review those and clear that status.

You can reach us at: social_support(at)constantcontact(dot)com.

 

We look forward to hearing from you.

Liz M.
Customer Engagement Specialist

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Participant

Hello, 

 

Why is this address bouncing?  I contacted the recepient and she says she is receiving the emails even though they report as bounced.  She has given me written permission to email her.

 

How do I stop this email from reporting bounced on your program?

 

 

 

 

Hi @BrokerDoug!

 

Thanks for bringing your question to the Community forum! I went ahead and cleared the Suspended status for that email address, and it is now available to send. The Suspend status happens when an email address bounces multiple times in our system, across all Constant Contact accounts. They go into the Suspended status, because we do not want to send to addresses that consistantly bounce back. But, if the email address is a good one, and the owner did not expressly wish to be added to a block list, we can usually clear that up, though sometimes we do need to get them over to our Deliverability department. Here is a topic about the Suspended status, and what do to about it. Thanks again for reaching out, and if you have any further questions, don't hesitate to ask!

 

Gwendolyn B
Customer Engagement Specialist
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Participant

I feel it necessary to note, the "chat with us" option at no point in my process produced an actual chat with assistance, which I find quite misrepresented. Given that other platforms offer an immediate live chat, rather than a link to another page, I would request that you rename that to something more accurate.

 

I sought that chat in an attempt to fix an email "bouncing as Suspended" for an account I know to be accurate. I've emailed Constant Contact requesting that they remedy the problem, but it seems a highly, highly inefficient system, particularly pending the number of accounts that may be unnecessarily bouncing and thereby missed entirely.

Hello @SpencerH9. Thank you for reaching out to us here in the Community. I apologize for the trouble you have had when trying to use our Chat feature. Were you seeing any error messages when trying to chat with us? Also, did you try using a different browser at all?

 

We understand how important sending out your emails is and how you want to make sure that your contacts are receiving your emails. Unfortunately, we do see suspended bounces happen but we do have ways to look further into these bounces. I recommend that you contact our Deliverability department who is specialized in handling these types of contacts. Here is a link to their numbers and hours of operation. 


Caitlin M.
Community Manager
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Occasional Participant

Dear Constant Contact, One of OTTO's reps is not able to receive our e-blasts because his status is suspended. He has been a rep for OTTO for 10 years and wants to receive the eblasts, but I can't seem to unsuspend his account. His e-mail address is  What do I need to do? Thank you, Karen Marketing Coordinator, OTTO Engineering Inc.

I am having a similar issue. We use Constant Contact internally, specifically for our weekly safety bulletin, and a few employees with valid e-mail addresses are in a "Suspended" state. What would cause this, and what's the best way to get these individuals back on track to receive the e-mails?

Hi @OTTO and @KarenB027!

 

Thank you very much for bringing your questions to the Community forum!

This FAQ will help you understand what Suspended Bounces are, and how best to handle those addresses. We ask that if you do have a larger list of addresses you would like to unsuspend, that you call in to our Deliverability specialists, as they are best equipped to help with this issue. As a courtesy, @OTTO I was able to unsuspend that contact for you (though I removed the email address from the post due to privacy), but if you do have more, give us a call and we can help from there!

 

 

Gwendolyn B
Customer Engagement Specialist
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Participant

I am very disappointed to learn that Constant Contact (CC) apparently has a rule that, if ever an email is repeatedly suspended in one CC user's account, then CC suspends that email from use by any other user--without the knowledge of the other users. I added an approved email from a client this morning and it bounced back; when I clicked on it to see why, it came back as suspended. I had typed the address in correctly and the email owner had approved its use, so I called CC and learned about this system-wide action. It is patently unfair for CC to suspend a client in MY email list because some other client--In 2009, by the way--did not have approval to use that email. Or, if that is going to be a CC policy, why can't CC indicate, when the client clicks on 'suspended,' that it is a systemic suspension, not a client-specific suspension? Doing otherwise is NOT fair. That means I am probably paying for suspended emails that had nothing to do with people who decide to not open my emails but, apparently, it is something CC decided to do. At least let your paying customers like me know THAT is what you're doing and why. So, in other words, when I click on 'suspended,' the reason that should pop up, if it applies as in this case, is that 'this email was suspended by CC in 2009 because of repeated bounces. Please call CC for more information.' I would like a reply to this email from the Deliverability Team at . Thanks, Marian Dozier, 

Hi @MarianD816

 

I apologize for any inconvenience you’ve had with reaching out to these emails that have bounced as suspended. Also, I’d like to clarify what a suspended bounce is. An email can bounce as suspended not because you aren’t allowed to email them, but because our ISP system is having trouble delivering the email. In fact, here is a helpful FAQ we have to help with Understanding, Managing, and Removing any of the reasons a contact may bounce.

 

We would be happy to look into emails that may be bouncing in your account. If you did want to speak further about your contacts that are bouncing, we do have a Deliverability Team that specializes in this. Here is a link to the best hours and numbers to reach this team.


Frankie.P
Community & Social Media Support

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Participant

I have an address that is a customer of my company's. The recipient has opened all of the campaigns sent to them until the latest email that was sent. This one campaign bounced and now the address is suspended. How can I get this address unsuspended?

Hello @KenC27,


Thank you for contacting the Community!

 

I am sorry to hear that one of your email addresses have been suspended. We would be happy to get the email address unsuspended for you!

 

Please email us your username and the email address needing unsuspended to social_support(at)constantcontact(dot)com.

 

Thank you!

Mariah_P
Community & Social Media Support

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Participant

Hi,

 

I got a few legitimate emails that were suspended during my first campaign. In fact, one of them was my Chairman's email. Can you advise how I can reinstate those emails?

 

Paul

Hi @SCA2323,

 

That's a great question as we know how important it is for your contacts to receive your emails! When valid email addresses bounce, it's important to remember that Constant Contact bases this information on response codes from the receiving email server. An email address that bounces repeatedly as Non-existent can get marked as Suspended.

The first step is to verify that the email addresses are correct. The next step is to help your contacts "unblock" your emails. We call this whitelisting. The final step is to let us know when the whitelisting has been completed so that we may release the email addresses (otherwise they will continue to bounce and end up as Suspended again).

In addition, please feel free to contact a Deliverability Specialist directly if you need additional assistance.

 


Nichelle M
Community & Social Media Support

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Occasional Participant

Hello I released a newsletter today, how all the emails from my colleagues at work could not receive it, and looking into the sent details of the newsletter, I see that our email addresses are listed as blocked. However I do not know why. Best Regards, Joanne Nixon