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"Suspended" Bounces

SOLVED
Member

Bounce Categories

what is the difference between "suspended" and "unsubscribed"?
Moderator

Re: Bounce Categories

Hello @BruceK129,

 

Great question! Suspended contacts are email addresses that have bounced back to Constant Contact multiple times. They are put under suspension in order to protect both your deliverability rate and that of Constant Contact. Often times the reason they kept bouncing back is because the receiving ISP (Internet Service Provider) has a security setting in place that only allows certain IP addresses to get through. This can be remedied by having Constant Contact's IP addresses whitelisted on their servers. 

 

An unsubscribed contact is a contact that no longer wishes to receive mailings from your account. They are typically generated from the recipient of an email clicking "unsubscribe" in the footer. However, you can also manually unsubscribe a contact if said contact requests it.


Nick S.
Social Media & Content Manager

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Occasional Contributor

Questions About Suspended Emails

Once an email is marked "Suspended" by CC, what happens next? At some point does CC allow emails to be sent again? How is the determination made to go from temporarily suspended to permanently suspended? 

 

Why are CC customers being charged for "active" email addresses that CC will not send to? 

 

Finally, please confirm that if an email recipient/ISP blocks a particular CC customer, that does not prevent other CC customers from sending to that recipient/ISP. 

 

 

Highlighted
Moderator

Re: Questions About Suspended Emails

Hi @lmoffat

Thanks for reaching out to the Community. An email address can be set as suspended and prevent you from emailing because it's bounced as non-existent once already in the last 15 days in any Constant Contact account. If an email in your account is marked as suspended we recommend double checking those emails and making sure they're correct and valid emails. If the contacts are not correct we do recommend removing them, but if they are good addresses please contact our support team to help you to reset these emails so you can send to them again. I apologize for any confusion on why you would still be charged for these suspended contacts. Constant Contact charges based on the amount of contacts that are being held in your account. As these contacts are your intellectual property we cannot go in and change the status of them unless they unsubscribe, in which case we do remove them from the amount you get billed for. We do however offer reporting and ways to resolve these bounces.

Also, if an ISP blocks a particular customer from receiving emails we do suggest that they whitelist Constant Contact and set us as a safe sender in their email settings. Here is our FAQ for the steps to whitelisting Constant Contact in case you did need it. Whitelisting Constant Contact will help allow emails be sent to other contacts under the same ISP.


Frankie P.
Community & Social Media Support

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All Star

What does Suspended mean on the Bounced emails

Hello,  just told me she's not getting the emails, and these keep bouncing. Why?

CTCT Employee

Re: What does Suspended mean on the Bounced emails

Hi @Robert.Stein,

 

Thank you for reaching out in our Community board. I found the contact in your account and was able to lift the suspend hold. As long as there are no blocks in her email client, she should be able to receive your emails now. To learn more, see article The Suspended Bounce Category.

 

Please let us know if there is any other way we can help!

Liz M.
Customer Engagement Specialist

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All Star

Requesting to 'Unsuspend' a Suspended address

Is there a way to request that a Suspended address be unsuspended--given that we know the ISP was having issues that caused sending to the addresses to fail?
CTCT Employee

Re: Requesting to 'Unsuspend' a Suspended address

Hi @CnCSurprise,

 

Thank you for your inquiry in the Community! Yes, we can help with that. Please send us the email address/es that are showing as bouncing as suspended, along with a reference to this post, and we can review those and clear that status.

You can reach us at: social_support(at)constantcontact(dot)com.

 

We look forward to hearing from you.

Liz M.
Customer Engagement Specialist

If you find my post helpful, and it answers your question, please mark it as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Increase your profitability by integrating your email marketing and social media. Download this guide and learn how you can achieve great results with email marketing and social media combined!

All Star

Email address reported as bounces when it is not

Hello, 

 

Why is this address bouncing?  I contacted the recepient and she says she is receiving the emails even though they report as bounced.  She has given me written permission to email her.

 

How do I stop this email from reporting bounced on your program?

 

 

 

 

CTCT Employee

Re: Email address reported as bounces when it is not

Hi @BrokerDoug!

 

Thanks for bringing your question to the Community forum! I went ahead and cleared the Suspended status for that email address, and it is now available to send. The Suspend status happens when an email address bounces multiple times in our system, across all Constant Contact accounts. They go into the Suspended status, because we do not want to send to addresses that consistantly bounce back. But, if the email address is a good one, and the owner did not expressly wish to be added to a block list, we can usually clear that up, though sometimes we do need to get them over to our Deliverability department. Here is a topic about the Suspended status, and what do to about it. Thanks again for reaching out, and if you have any further questions, don't hesitate to ask!

 

Gwendolyn B
Customer Engagement Specialist
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