"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

If you find my post helpful, and it answers your question, please mark it as an Accepted Solution

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298 REPLIES 298
Member

I'm also looking for this info. Just recently started seeing "suspended" as a bounce result.

Regular Participant

We have also started seeing these. We have checked with many of the contacts and their accounts are valid. 

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

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!

View solution in original post

The links do not work within your FAQ.

@helmkampcc 

 

If you have a contact who you regularly correspond with that is now showing up as Suspended, please send him the information within this FAQ: What Should I do if my contact's ISP is blocking Constant Contact mail?. Also, once that is completed on your contact's side, please email us at social_support(at)constantcontact(dot)com with your username, the contact's email address, and reference this post so that we may see if that email address is still within our Quarantine. 

 

I'm also sorry that the FAQ link in @Hannah_M 's post isn't working for you. What is happening when you click on that? It is working for me here.

 

Thanks in advance!

Well, of course the links work for your three hours after I mentioned they weren't working. I don't understand why constant contact is now controlling my information. I should have the right to allow an email to go through, not you. I don't have the time to go through the steps you listed to free an email. It's much easier to mark them as invalid in my customer database, drop the number of contacts I have in constant contact and lower your revenue.

HI @helmkampcc 

I understand how this can be frustrating. The function is not any different than before, the only difference is the label the contacts are getting in your account. Depending on when you last sent, some of the contacts who are marked as "Suspended" now may show as "non-existent" in several of your previous emails since the email wasn't delivered. If you would like us to look into the specifics of a contact please email us the address in question and we can do some digging for you. 

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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To me it all just seems to be rather arbitrary.  I’ve analysed engagement on both the suspended and non-existent bounces and in quite a few cases this is the first time a bounce has happened.  So why have some of these email addresses been marked as suspended, whereas others marked as non-existent?

Occasional Participant

I too am irritated by this and as the other comment stated I do not have time for this....after all if I had time to write everyone an email I would jjust do that and not use Constant Contact....looks like I will be looking for a new way to correspond with my customers.

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.

 

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

Are you on Twitter? Follow me here!

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. 

@Hannah_M Could you please repost the list of Constant Contact IP Addresses?  The link shared earlier in this thread is invalid.  Thank you!

Hello @CCER. Sorry about that! Here is the link again to our information about whitelisting which also includes the IP addresses we send from. 


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.

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?

Occasional Participant

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.


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.
Home & Building Services

Hi there, 

 

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.

Hi @LaurelD63

 

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.


Frankie.P
Community & Social Media Support

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'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.

 

Bye.

Hello @JohnL618,

 

Thank you for bringing your concerns to the community!  I'm sorry for any confusion caused by some of the comments in this thread, but I want to assure you of this statement as clearly as possible.


Unsubscribed contacts do not affect the 'suspended' status in any way whatsoever

 

Emails are placed into a global suspension when they bounce repeatedly as non-existent or undeliverable.  That means that we sent an email to that address, and the domain server (the @domain portion of the email address) either said that was a wrong address, or simply didn't exist.  This is caused most commonly by someone leaving a company, and their old address being deactivated, or by someone entering a fake email, or making a typo on their email address when they entered that address.


Aaron_H
Community & Social Media Support

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.