Let's Play Bingo in Week 4 of the Ready, Set, Send Challenge!

Suspended email address but shows as Subscribed

SOLVED
Go to solution
Cresa
Rookie
0 Votes

Under the Engagement tab for a contact, the emails have been bouncing as Suspended. However, under the Reporting tab, it does NOT say Suspended; it says Subscribed. I am sure the email address is correct, but the recipient is NOT receiving the emails. Any help is appreciated.

1 ACCEPTED SOLUTION
William_A
Administrator
0 Votes

Hello @Cresa ,

 

Please do not put contacts' sensitive info, such as their email address, in this public forum. In the future, please email us as asked when it comes to potentially sensitive info.

 

The contact provided is showing under your recent sendouts as a suspended bounce. Please see the video linked by the bounce type in the Reporting page, or our main article on bounces, or this article that specifically addresses suspended bounces for more info on the type and how contacts become suspended. Suspended contacts are a bounce type, not a permissions type, meaning like other bounces they would still show as subscribed to you.

 

I got the contact unsuspended in our system administratively. As a follow-up, I'd recommend doing a Quicksend of the last email they were supposed to receive. If we receive a report from their domain / ISP about them being 'non-existent' again, then they'll likely be put back into suspension. You can check this by going to the contact's engagement history right after doing the Quicksend.

If the non-existent bounce occurs again, then it may be worth reaching out to our Delivery team to see if they have any additional insight regarding that domain / ISP. 


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
William A
Community & Social Media Support

View solution in original post

4 REPLIES 4
Caitlin_M
Administrator
0 Votes

Hello @Cresa. Could you please reply to the automated reply email or email us at communitysupport(at)constantcontact(dot)com with the email address of this contact and a reference to this conversation? This way, we can further assist with reviewing their status.

--

Caitlin M.
Community Manager
Cresa
Rookie
0 Votes

The email address in question is 

William_A
Administrator
0 Votes

Hello @Cresa ,

 

Please do not put contacts' sensitive info, such as their email address, in this public forum. In the future, please email us as asked when it comes to potentially sensitive info.

 

The contact provided is showing under your recent sendouts as a suspended bounce. Please see the video linked by the bounce type in the Reporting page, or our main article on bounces, or this article that specifically addresses suspended bounces for more info on the type and how contacts become suspended. Suspended contacts are a bounce type, not a permissions type, meaning like other bounces they would still show as subscribed to you.

 

I got the contact unsuspended in our system administratively. As a follow-up, I'd recommend doing a Quicksend of the last email they were supposed to receive. If we receive a report from their domain / ISP about them being 'non-existent' again, then they'll likely be put back into suspension. You can check this by going to the contact's engagement history right after doing the Quicksend.

If the non-existent bounce occurs again, then it may be worth reaching out to our Delivery team to see if they have any additional insight regarding that domain / ISP. 


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
William A
Community & Social Media Support
Cresa
Rookie
0 Votes

Thanks for unsuspending!

  • Avatar

    Featured Article

    Use Sections to Build Email Campaigns Faster and Improve Engagement Rates

    Using Sections while designing your marketing email not only increases your own efficiency but helps you to deliver a more friendly, organized message. Check out some of the key benefits of using sections in email.

    See Article
  • Avatar

    Featured Thread

    Casual Conversations: What's your go-to playlist?

    If you listen to music while you work, share your playlist below so we can be inspired and maybe find some new music!

    View thread
  • Avatar

    Featured Thread

    Ready, Set, Send Challenge Week 4: Multi-channel Campaign Creation

    Developing a multi-channel marketing strategy is the best way to grow your audience across email, social media, and more!

    Join challenge
Updates
Just Getting Started?

We’re here to help you grow. With how-to tutorials, courses, getting-started guides, videos and step-by-step instructions to start and succeed with Constant Contact.

Start Here

73% of SMBs express doubt that their marketing strategy is effective. Does this sound familiar? Read our Small Business Now Report to learn how you can tweak your strategy to see better results.

Go read our article
Upcoming Webinars
OCT 24
Engage and Convert: The Email and Social Media Power Play
2PM - 3PM EST