Sorry to hear this, @Donnaa5. We've got a delivery team who would be happy to talk to you about this if you would rather call in. They can take a look and give you more details and suggest the best plan of action moving forward.
I just went through a long Chat to get an answer to this Suspended problem, since my personal e-mail account was flaggged. The answer to "why" was that Google must have sent some code to Constant Contact telling you that the account was non-existent. This is a serious problem, and needs to be addressed quickly: your "Suspended" can not be trusted as accurate, customer addressed have be deleted from our lists based on your Bounced recommendation, and the solution is for us to send 152 e-mails asking people to re-sign.
Are you saying that Constant Contact is blocking the customers' email campaigns to the "Suspended" email addresses? Constant Contact is arbituralily making the decision which email addresses we can send campaigns to?
But you do count those "suspended" email addresses in the total subscriber number when you determine which pricing level to apply. You don't discount the "suspended" addresses for billing purposes. Is this correct?
You did not address the question. It has do with you guys suspending contacts that are good. In other words, you system doesn't work and it's wasting my time staying on the phone with your tech assistance that don't answer.
Hello @DonJosephG. I do see that you called into our Support team to discuss this issue. When an email is suspended, this means that your contact's ISP has told us that this is a non-existent address. We put emails into a suspended status to inform you that we are having difficulty sending successfully to this particular address and you can decide whether you would like to confirm that this is the correct address with the contact or to remove it from the account if it has been bouncing for a period of time. We do not automatically remove addresses from your account. If you do have any further questions, please contact our Support team and they can work with our Deliverability team to assist you with suspended addresses that you believe are valid and working.
I'm a bit confused. We are newer to Constant Contact and have never sent emails to any of these addresses before and of 1,000, 200 bounced as suspended. It doesn't make sense because they've never even had the opportunity to unsubscribe or receive our content? Please advise. Thank you.
That's a great question. I apologize for any confusion there may from these contacts bouncing as suspended. Emails can become suspended from any Constant Contact account sending to it. So although you have not sent to these contacts before in your account, if they bounced in a different account it will bounce in your account as well. Because you are working with a large amount of contacts bouncing as suspended I suggest reaching 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.
I'm going to echo the comments of others in this discussion. And seeing the age of this discussion I'm going to take that as a message from Constant contact that they are not going to do anything to address this issue.
I use constant contact to send renewal emails for a program that our business offers to our clients to let them know they need to re enroll in an annual program prior to expiration. It's an extraordinary issue if our customers do not get these emails to renew in our program. If I cannot rely on constant contact to deliver theses emails I'm going to be forced to look elsewhere. As in I'm looking for other options now. I cannot spend time worrying about our customers emails addresses that may have unsubscribed from someone else's constant contact campaign that has no association with our business.
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