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"Suspended" Bounces

SOLVED
CTCT Employee

Re: "Suspended" Bounces

Hello @JohnL618,

 

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.


Aaron_H
Community & Social Media Support

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All Star

Re: "Suspended" Bounces

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.

 

 

Tags (2)
CTCT Employee

Re: "Suspended" Bounces

Hi @NIRPC,

 

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.

 


Nichelle M
Community & Social Media Support

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All Star

Re: "Suspended" Bounces

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.  

 

CTCT Employee

Re: "Suspended" Bounces

@CNPTO 

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.



Mary S.
Community & Social Media Support

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Occasional Advisor

Re: "Suspended" Bounces

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.

 

CTCT Employee

Re: "Suspended" Bounces

Hello @Matami

 

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.  

Occasional Advisor

Re: "Suspended" Bounces

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.

 

All Star

Re: "Suspended" Bounces

I agree, the suspended category is more trouble than anything -- it doesn't do me any good and actually makes more work for me. So, can we vote this out? I vote we kill the suspend function. 

CTCT Employee

Re: "Suspended" Bounces

Hello @helmkampcc & @KatharineS1

 

Thank you for posting your feedback.  I took a look in our feedback area and do not see an idea listed there to remove this category of bounces. An idea can be created here.  By placing an idea in our feedback area, it allows for the votes/comments by other customers and gets in front of the product managers.  This means that it has a greater chance of a change in the feature/product.