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"Suspended" Bounces

SOLVED
Moderator

Re: Email Suspended

Hello @TaylorD904. I see that you were able to talk to our Deliverability department about one of your suspended contacts. A suspended contact gets into that status after first bouncing as non-existent and then we put it into a suspended status for 15 days. During those 15 days, we do not attempt to send to that address from any account that has that email address as a contact. After they are taken off of the hold, we attempt to send to them again. If they bounce again, we then place them on an indefinite suspended hold. If you believe this contact is correct (as you did with this contact), please give our Support team a call and we will able to work to try to get them off of our block listing. 


Caitlin M.
Community & Social Media Support

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Occasional Visitor

unsuspend someone

How do I unsuspend an email address? I didn't know she was suspended until she just told me she wasn't receiving the emails. Her email is valid and I just need to make her valid again. thanks
Moderator

Re: unsuspend someone

Hello @Ginny_Lockwood,

 

Thank you for reaching out to the Community!

 

It depends if she is on a temporary suspend or permanent suspend. I recommend calling in and speaking to our Deliverability team at 1-866-433-8499 between 7AM and 9PM EST Monday through Friday. They will be able to check the status of the e-mail address and unsuspend if necessary.


Nick S.
Social Media & Content Manager

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Highlighted
All Star

Re: unsuspend someone

Is there a reason why we are not able to "unsuspend" our own contacts, and why currently only Constant Contact has that control? This is very inconvenient.

Moderator

Re: unsuspend someone

Hello @SallyB47. Great question. The reason why we ask customers to contact us when they want to unsuspend email addresses is because we want to track domains that continuously bounce. This way, we can work with email providers to improve the deliverability of your emails. As always, if you have any questions about the deliverability of your emails, you can contact our Support department at the numbers and hours listed here.


Caitlin M.
Community & Social Media Support

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Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.
Occasional Participant

Not happy with the number of suspended emails after I send a campain

A customer just signed up for our newsletter from our web site. Here is the response from Constant Contact and the response from me sending her a newsletter. Email bounced as Suspended for November 2016 11/2/2016 4:10pm Sent November 2016 11/2/2016 4:10pm Email bounced as Suspended for Welcome Email 10/24/2016 4:39pm Sent Welcome Email 10/24/2016 4:39pm I am also noticing a LARGE increase in the number of "Suspended" bounces I am receiving enen though these customers have "Opened" 90 % of their previous enmails. I called your supposrt center and was told that the customers server has rejected these emails. Maybe you need to communicate with these servers. I don't have the time to email each "Suspended" customer on my bounce report as your customer service representive suggested I do. I am very dissatisfied with the ever increasing number of "Suspended" bounces!
CTCT Employee

Re: Not happy with the number of suspended emails after I send a campain

Hi @DebraW16618,

 

Thanks for inquiring about Suspended email addresses. It's important to understand that repeatedly sending to the same email addresses that bounce as non-existent can have a negative impact on our customers' deliverability rate. Even if you haven't sent to a particular email address before, or if you sent to an email address previously that opened your email campaign, the contact can become suspended on a different Constant Contact account and therefore become suspended on your account. Thus, Constant Contact has protections in place to prevent us from continuously sending campaigns to email addresses that bounce. In order to keep your lists clean and full of quality contacts, it's important to learn about the different bounce types and how to manage them which is why the previous customer engagement specialist recommended to provide your contacts with whitelisting information.

 

We're here to help so please let us know if you have any additional questions about Suspended email addresses.


Nichelle M
Community & Social Media Support

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Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.
Occasional Participant

Re: Not happy with the number of suspended emails after I send a campain

I just recently had a customer sign up on my web site for our newsletter and now she is "Suspended".  If a customer uses a form to sign up why then should she be suspended just because a diffent Constant Contact email (not mine) is rejected? 

    •  Title, company
  • Added: Oct 24, 2016 4:33pm CDT | Website sign-up form | Last Updated: Nov 14, 2016 1:11pm CST
  • Email

    • Permission to send
      General Interest×
  • Phone
  • Additional Contact Fields
  • Tags
     
    • Engagement (8)
    • Notes (0)
    • Email bounced as Suspended for December 2016 *1/1/2017 5:00pm

    • Sent December 2016 *1/1/2017 5:00pm

    • Email bounced as Suspended for 2016 Small Business Saturday and Black Friday 201611/20/2016 5:30pm

    • Sent 2016 Small Business Saturday and Black Friday 201611/20/2016 5:30pm

    • Email bounced as Suspended for November 201611/2/2016 4:10pm

    • Sent November 201611/2/2016 4:10pm

    • Email bounced as Suspended for Welcome Email10/24/2016 4:39pm

    • Sent Welcome Email10/24/2016 4:39pm

Moderator

Re: Not happy with the number of suspended emails after I send a campain

Hello @DebraW16618. Good question. It's possible that your contact's email server has previously blocked emails from Constant Contact. Our system notes this and that is why a new contact in your account that you have never sent to would show up as suspended as soon as you started sending them campaigns.

 

What I'd like to recommend is that you contact our Deliverability team directly as they have experience working with different email providers and can help your contact receive your emails again. You can reach them at 866-433-8499 and they are available Monday through Thursday from 7am-11pm and Friday from 7am-9pm.


Caitlin M.
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.

Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.
Occasional Participant

Re: Not happy with the number of suspended emails after I send a campain

Still not acceptable since this contact has never blocked me!