"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

HI @DeborahN7

At this time the bounce reporting is only available per email, not by account. It's best for this type of bounce to look at the last (or last few) emails you've sent as this will have the most accurate information. 

Hannah M.
Community and Social Media Support

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Occasional Participant

I am wondering what it means when I get a bounce back that says it was "suspended"?

Hi @SAECHanover

Thanks for posting. The suspended bounce category is new. When an address bounces as non-existent Constant Contact puts the address on a hold internally so no emailsa re sent to it for 15 days. If you, or another Constant Contact user tries to send to this address duirng this time the address will show as suspended.

 

After the 15 days the hold on the address will be lifted and the next campaign will be sent. If it bounces again as non-existent it will be placed on an indefinite hold and show as suspended.

 

If you have any questions about your account and the bounces please contact our delivery team for help!

 

Thanks, 

Hannah M.
Community and Social Media Support

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Occasional Participant

but on my bounced list of contacts you have listed it as suspended. This is the first time this has happened for this account. How do I know when my suspended contact is temporary or indefinite.  Really not sure why it was at all since this is a first time bouncing contact.

Occasional Participant

Hannah, is there a quicker way to solve bounced emails and try to "reconfirm" them by sending out an email much like a new contact that they must click to confirm and get to "unbounced" status?  Having to reach out to your support phone line for every instance of this where you know the email is solid takes forever.  Been on hold for 15 minutes already trying to resolve one email that I know 100% is good and needs to be un-suspended.

Hi @LegacyBill

 

 

Thank you for reaching out to our Community with your feedback and questions!  I apologize for the hold time you experienced getting in touch with our support team. You are correct, removing contacts from the suspend category is something you'd have to contact support for. Being able to stop contacts from bouncing inside your account is definitely a great feature request. I would be more than happy to track this request in your account  and pass on your feedback to the appropriate teams.

 

In the mean time, we would be more than happy to help with any suspended contacts in your account. For your account security, please email us with the list of contacts that are bouncing. You can send us these addresses, your username, and a reference to this post to social_support(at)constantcontact(dot)com. If there are more than five contacts that you would like us to take a look at, I suggest reaching out to our Deliverability Team specialists directly. 


Frankie.P
Community & Social Media Support

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Participant

I have a customer that has opened every newsletter and company survey that I have sent since July 2013. With no warning that customer was marked as suspended for future mailings. Customer support could not offer an explanation for this action. They said that this customer was on a "Global" block list that I could not be informed of. This is just plain poor business for Constant Contact and it reflects on my relationship with my customer. This is just the first customer I found. Now I have to look at all 800 to see if this is a trend.

I agree, i think they need to have a little more transparency when they suspend accounts especially when they have only bounced once, or in your case not at all! I am not seeing the benefit to this service as I clean my bounced accounts after every email.

Regular Participant

I called in the problem and thought it was fixed. My Superintendent's email is one of those still bouncing. The email addresses are correct as I exported them directly from the LDAP. It is really frustrating that these suspended accounts cannot be cleaned up. The most important person to receive this email is not getting it.

Hi @SUSD12

I am sorry to hear of this frustration. We've got a team that focuses on delivery issues like this. Can you give them a call? They will be the best people to help make sure your Superintendent gets the emails moving forward. 

Hannah M.
Community and Social Media Support

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Participant

What does it mean? How can i fix these emails?

Hi @MattG96

A suspended email address indicates the address has bounced several times in the past. The standard process for a bounce like this would be to first bounce as non-existent and once this happens the address will be temporarily blocked from sending for 15 days. This hold pretects you and other Constant Contact users from sending to this address. Once the hold is lifted you can try mailing to the address again but if it bounces as non-existent again it will be assumed non-existent and put on a hold. 

 

If you think this is still a valid email address please try emailing the contact outside of Constant Contact and ask for a reply. If you are able to send and get an email from this contact you can call our delivery team to have them look into what is causing this to happen.

 

Thanks, 

Hannah M.
Community and Social Media Support

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Participant

I have a name on my contact list with an email address that should not be suspended. She has asked me why she is not receiving our inventory list anymore, and I cannot answer her. She receives all of our other emails just fine and received our old blast list before we started using Constant Contact, as well. I have emailed twice about this problem, and I cannot get anyone to reply? I also asked two other questions prior to that, and I never received a reply to those either? I also left a voicemail message. No response to that either. What do I need to do to get some help from Constant Contact staff?

Hi @LisaJ282

I don't see any emails associated with this account so I am sorry you were not able to get the help you needed. A suspended email address indicates that the address has bounced in the past when getting Constant Contact emails. Please don't post the email address here for security but can you tell me what the domain is? Is it a private company that could have blocked Constant Contact emails or is it something like Yahoo/Gmail? If you are able to send and get emails from this user outside of Constant Contact it would be best to contact our delivery team for help getting her unblocked for the future. 

 

Thanks,

Hannah M.
Community and Social Media Support

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Regular Participant

The only people I want off are those who have opted out or the e-mail is non existent.

Hi @BetsyL75

Thanks for your feedback on this. I would highly recommend contacting our Delivery team to discuss these addresses in more detail. They will be able to give you some information about what is happening when you send to them and even unblock them if that is an option.

 

Thanks,

Hannah M.
Community and Social Media Support

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George Dockter in my Group4 List you have as suspended. I looked through the last 2 years of our emails sent to him that you provide and there are NO previous bounces. George opens some of the emails and last ordered from us on 4/27/15. Why have you suspended his email? I have been removing these in the past because you say you suspend email addresses because they are bouncing repeatedly.

Hi @ElizabethR197

Thanks for posting. It's possible that another Constant Contact user was sending to this email address and caused your email to be the second bounce. The bounce setting applies to all users. Have you tried emailing this address outside of Constant Contact? If so, please ask the contact to reply to you. If you are able to send and recieve from this address you can give a call to our delivery team for help getting this sorted out. 

Hannah M.
Community and Social Media Support

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Regular Participant

A customer said they weren’t receiving our emails. I checked our contacts list and saw they had been bounced as suspended after our first email to them. The explanation was that it “had been bounced multiple times and was no longer deliverable.” This doesn’t make sense. What happened? It was the very FIRST email that had ever been sent to them, in our very first campaign, so how could it have been bounced multiple times?

In addition, this customer WANTS to receive our emails, but since they were suspended, I can't re-enter their address. How can I reinstate them as a contact?

Hi @SusanL268

This is a good question. I apologize for the confusion but will try to explain more for you.

 

When an address first bounces as non-existent it is placed on a temporary hold for 15 days. If you, or any Constant Contact user tries to send to this address during this window the email will not be sent and the contact will be labeled as "suspended". Once the hold is lifted there is one additional chance given to send to the address. If it bounces as non-existent for the second time (again, from any Constant Contact account) it will be put on an indefefinate hold. The address will continue to show as suspended to any user with the address in their account moving forward.

 

If the address is actually valid we would request that you email the user outside of Constant Contact and make sure you can get a reply. At this point you can give a call to our Delivery team for help getting the address unblocked so you can email them in the future.

 

Thanks,

Hannah M.
Community and Social Media Support

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