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"Suspended" Bounces

SOLVED
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. 

 

 

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 @DarlineC5,

 

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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Highlighted
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
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.

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Frequent Visitor

Suspended bounces, and "chat" option to resolve

I feel it necessary to note, the "chat with us" option at no point in my process produced an actual chat with assistance, which I find quite misrepresented. Given that other platforms offer an immediate live chat, rather than a link to another page, I would request that you rename that to something more accurate.

 

I sought that chat in an attempt to fix an email "bouncing as Suspended" for an account I know to be accurate. I've emailed Constant Contact requesting that they remedy the problem, but it seems a highly, highly inefficient system, particularly pending the number of accounts that may be unnecessarily bouncing and thereby missed entirely.

Moderator

Re: Suspended bounces, and "chat" option to resolve

Hello @SpencerH9. Thank you for reaching out to us here in the Community. I apologize for the trouble you have had when trying to use our Chat feature. Were you seeing any error messages when trying to chat with us? Also, did you try using a different browser at all?

 

We understand how important sending out your emails is and how you want to make sure that your contacts are receiving your emails. Unfortunately, we do see suspended bounces happen but we do have ways to look further into these bounces. I recommend that you contact our Deliverability department who is specialized in handling these types of contacts. Here is a link to their numbers and hours of operation. 


Caitlin M.
Community & Social Media Support

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