What is the best strategy for suspended emails?

[user8739]

We are having a very high bounce rate for a lot of our marketing emails. Most of them are suspended email accounts. What is the best strategy to clean those emails up so they don't continue to impact the bounce rate?

[William_A · Accepted solution]

Hello @user8739 ,

Contacts become suspended when our system receives a non-existent bounce report from the receiving network or email program. After enough of these bounces, whether it's you or someone else using our system to send to that address, our system will set the address to "suspended."

If you believe these contacts are actually viable, you're welcome to try unsuspending them in your account, and resend / quicksend to them. If we get another non-existent bounce report, they'll go back into suspension. If you're needing a very large number of them unsuspended in bulk, then I'd recommend speaking with our Delivery team so they can do a mass unsuspend and collect info on why so many allegedly viable contacts bounced as non-existent enough to trigger suspension.  

Otherwise, if the contact continues to bounce as non-existent enough to result in it being suspended again, then it's best to delete and unsubscribe it so you're not being charged for a dud contact. See our article on managing and removing bounces for how best to handle suspended and other recommended-for-removal bounced contacts. 

[user8739]

Is there an issue with the contact form for the delivery team? I tried to reach out to them and the chat never pops up to reach out to them.

[William_A]

Delivery is typically phone-only. Where are you seeing a contact form for the team?