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.
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.
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.
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.
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.
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.
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.
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.
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