"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
Occasional Participant

I have been having an ongoing issue with a client who's address has been suspended.  It is a legitimate address.  This was his initial response:  Email is not controlled (i.e blocked or allowed) by your ISP. Office365 runs your email, and we have standard spam rules, which wouldn’t block normal emails.   

What information do you receive from the NIRPC, and what email addresses do you receive them from? This email sounds somewhat fishy to me.

 

I have contacted his IT company and asked him to check whether our address is being put in a spam folder or somewhere similar and asked him to white list our domain name plus the "via auth.ccsend.com that shows up after our company name.  Once I get a response, I will forward it to social_support@Constant Contact.com and hopefully we can get this matter taken care of.

 

 

Hi @NIRPC,

 

Thanks for posting here in the Community! We're sorry that you have a valid email address listed as Suspended. An email address can get marked as Suspended after bouncing repeatedly as Non-existent.

The first step to check is for any obvious typos and that it is indeed a valid email address. If so, it is related to your contact's Internet Service Provider (ISP) or server blocking one or more of Constant Contact's IP (Internet Protocol) addresses. It's just a matter of reaching out to the contact and asking him/her to work with his ISP or IT team to whitelist all of Constant Contact's IP addresses.

Finally, you can then reach out to Customer Support directly and ask for that email address to be released. Please note that the whitelisting process much be completed first otherwise the contact's email address will end up as Suspended again.

 


Nichelle M
Community & Social Media Support

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Home & Building Services

I have a valid email address that is noted as suspended. I have "unsuspended" it, but I can't tell if anything has happened. How do I know the email tried to resend? 

Hello @LaurelD63 ,

 

You can do a quicksend to test the contacts' deliverability and see if they immediately bounce back or not. You can do this by clicking on the contact then selecting their little window's engagement history tab. 


William D
Community & Social Media Support

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I emailed about this issue in October and received no response.  I have 2 people that want to receive my emails but they keep getting blocked.  Please help me get them off your suspended list.  

 

@CNPTO 

Thank you for reaching out to Community!  I apologize for issues with suspended email addresses. I did see two contacts consistently bouncing as suspended in your account and I did remove the suspension for those two email addresses, so they should be available right away for you to send to them.

Also at any time, if you know the address is correct, our Support Team can troubleshoot up to 5 contacts. If you are working with a list or Suspended contacts larger than 5, please reach out to our Deliverability Specialists. These support agents can help look further into these contacts or any other contacts that may bounce in your account.



Mary S.
Community & Social Media Support

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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.

It's a bad customer service to make the customer work to get around a bad design. You are expecting your paid customers (constantcontact users) to make our customers (our email subscribers) work for you to fix the email delivery. You are expecting our customers to contact ISP to verify a delivery of one of many many  free emails like constantcontact? Are you kidding? If any of other email newsletters I subscribe tell me something like that, the next time I will just click "unsubscribe" or set it to go to trash.

 

I don't also get when you say our reputation will be damaged if we continue to send email campaign to an email address that was previously flagged as non-existence. "damaged" to what? to whom?  Sounds like it is more like the issue for constant contact. Besides, there are many times when constant contact has flagged some email addresses as "non-existence," but we've found these addresses clearly still exist and are working when we check their history, it shows "opened" consistently.

 

It would be more straightforward if the constant contact shows "blocked" or "non-existence" . "suspend" is your internal business issue that you are trying to force onto the customer.

 

It is like when you go to a grocery store, a checkout clerk asks you "did you find everything all right?"  When you say "no, there was a problem with XXX," the typical answer that store clerks are trained to say is "Oh, sorry, then you should write to our managers, write to our corporate office."  Why should the customer work to fix their problem? They have choices, choices to go to a different grocery store next time.

 

Hello @Matami

 

We added the Suspend category to give more insight into what happens with non-existent bounces for our customers.  Thank you for passing along your feedback about this process.  

 

Update: A suspended email address does not receive any emails from Constant Contact.  They have bounced as non-existent a couple of times, and they are flagged within our system. Check here for more information on the process.  Constant Contact will not alter any contact list within an account. Any email address that bounces remains in the account until an action is taken (i.e. Remove the address).  This means they are still counting toward the total number of contacts for the account.  

6 months past the initial post and subscribers are still complaining about the suspended category. 6 months past the initial switch and Constant Contact still does not seem to/want to understand the ridiculousness from the user's standpoint. Bravo, Constant Contact.

 

Occasional Participant

I agree, the suspended category is more trouble than anything -- it doesn't do me any good and actually makes more work for me. So, can we vote this out? I vote we kill the suspend function. 

Hello @helmkampcc & @KatharineS1

 

Thank you for posting your feedback.  I took a look in our feedback area and do not see an idea listed there to remove this category of bounces. An idea can be created here.  By placing an idea in our feedback area, it allows for the votes/comments by other customers and gets in front of the product managers.  This means that it has a greater chance of a change in the feature/product.  

My mind is truly boggled. It's not good enough that there are 10 pages of complaints, so you want us to go to another page and submit an idea for you to remove a function that doesn't work for us?

 

Seriously? Can't you turn around at your desk and flag down a supervisor? You work there. You submit the complaint. Show someone these 10 pages.

 

This whole thing is absurd.

Sorry, but this is not a good enough answer. I have several emails that are suspended but the email address correct and others with that same domain are not suspended. Can't I just send you a list of emails you should unsuspend?

Hi @ColoradoPress. Our Deliverability team would be happy to assist you with these email addresses to see what is going on. Here is a link to their numbers and hours. 


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.
Occasional Participant

Hello -- The suspended tag seems to be random. One particular, long-term subscriber to our newsletters just started coming up as 'suspended.' Our papers are close to $1000 per year and as I said, this is a long time subscriber. I've reached out and he noted that nothing has changed on his end. Please advise

 

Hi @KatharineS1

 

Thanks for reaching out. I'm happy to help you with getting this resolved. First, it's possible that this email address is on another Constant Contact user's email list and it has bounced when they sent out mailings and that's why it now shows as "suspended" when you see it in your list.

 

The first thing you want to do, if not already, is to send them our list of IP addresses. They will need to whitelist, or unblock, them from their Internet Service Provider. 

 

Once that is done, you can forward us an email from that contact stating that they would still like to receive emails from you to social_support(at)constantcontact(dot)com and we will take that to our Deliverability team to rectify. Please include your username and reference this Community post.

 

Thanks in advance!

 

 

Occasional Participant

wondering why, when an email has been consitently opened but was not on the most previous email, why would that contact get suspended?

 

Occasional Participant

This answer has circular reasoning and lots of jargon. Plain english please.

Occasional Participant

One of our emails listed as "suspended" is a correct email address.  They had accidently unsubscribed and now re-subscribed.  How can I force Constant Contact to a accept this email?

Hello @KBSoccer.  I do see that you emailed us this morning about this issue and we have taken care of your request. Let us know if you need any more assistance!


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.

I just signed up today and uploaded 6000 emails.  About 65 of them were flagged as suspended.  The explanation says they have had multiple bounces in the last 15 days.  Since they didn;t bounce with me multiple times - does constant contact compare the email address to its global contacts ?

MY APLOGIES - I just the explanation back further.  Yes Constant Contact uses bounces for other campaigns - not just mine.

Thanks