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What Are Suspended Bounces?

Moderator

Keeping your contact lists clean and up to date is a great way to improve your deliverability rate and also your open rate. One way that we recommend doing this is to look at the bounces for each campaign that you send out. In your Constant Contact account, we give you the reason why a particular contact bounced. Some are self-explanatory, like Vacation/auto-reply or Non-existent.

 

So what exactly does it mean when a contact is Suspended?

 

Repeatedly sending emails to Non-existent email addresses can have a negative impact on your deliverability rateA Suspended contact is an address that has consistently bounced as Non-existent. If this happens, the email address is put on a temporary hold for 15 days. During this time, our system will not attempt to send any campaigns to this address from any Constant Contact account. If an account attempts to send to a Suspended address, it will be included in that campaign's Suspended bounce category under the reporting

 

example_of_suspended_category.png

 

After the temporary hold is lifted, we will attempt to send to this address the next time that an email is scheduled for them to receive. If the address bounces as Non-existent again, the email address will be placed on an indefinite hold. We do not automatically remove these contacts, however, we do list them as Recommended for Removal under your reporting.

 

What if you've never sent to this contact before and they already show as Suspended when you send your first email to them? Emails addresses can become Suspended from any Constant Contact account sending email to it. So although you haven't sent anything to them, there may have been another account that had tried to send to them in the past and we then note them as Suspended.

 

If you see an address listed as Suspended that you know is a good email address, you can contact our Support department to reset the address. However, this will not prevent it from becoming Suspended again in the future if it does bounce as Non-existent so you want to make sure that you have verified that this address is valid.

 

Want to know even more about these types of bounces? Check out this article that explores Suspended and Non-Existent bounces a little deeper. 

Caitlin_M

I am the Community and Social Care Manager at Constant Contact. I love being able to assist our customers here in the Community and through social media and help them succeed with their email marketing. Outside of work, I like to read, find the best taco around, and plan my next adventure.

9 Comments
Regular Visitor

Hi Caitlin,

I'm not sure if you can help me, but I've been trying to get one of my contacts, whose email address is good, to become unsuspended.  I've tried calling and using the chat but I have not been successful. Is there any way you may be able to help me?

Moderator

Hello @KarenH166. I'd be happy to assist you! Could you please email us at social_support(at)constantcontact(dot)com with your username, a reference to this post and the email address that you would like to unsuspend? Thanks!

All Star

Hi there,

I have a customer that is not receiving their weekly email and they are quite upset.  It is listed as bounced as suspended.  I have confirmed twice that it is their correct email.  How do I go about fixing this?

Thank you

Moderator

Hello @Farmer_Dave. We'd be happy to look into this for you! Could you please email us at social_support(at)constantcontact(dot)com with your username, a reference to this post and the email address that is bouncing as suspended? Thanks!

Rachel Sheldon
Not applicable

Hello.  I also have someone who has been suspended and wants to receive blasts. How can I fix this? Thanks!