This article covers some of the basics with Account Reviews. We’re going to address some of the most commonly asked questions, and hopefully make the review process more easily understood overall.
- My account has been flagged for review, what do I need to do?
- What is a List / Account Review?
- What can trigger a review?
- What is the threshold for unsubscribes and spam reports?
- If my account has been canceled by the system / Compliance team, what can I do?
- I need to perform some clean-ups of my email content or contact list to complete the review. Do I ha...
My account has been flagged for review, what do I need to do?
You may have seen (or currently do see) a banner at the top of your account letting you know that your account or ability to send emails is currently disabled, and that you need to call in for a review.
If your account has been flagged for Review, you won’t be able to send emails until it is complete. For account security and Compliance, Reviews must be completed over the phone. Our Review team has several direct phone lines (including non-US numbers) to help streamline the call-in process.
If you’re unable to call them for whatever reason, please send an email to social_support(at)constantcontact(dot)com with your username, preferred phone number, geographical location if non-US based, and request for a Review callback. Accounts that have been outright canceled for Compliance reasons cannot have callback cases submitted.
What is a List / Account Review?
Reviews are an important part of our business, as they help mitigate spam and scam accounts, ensure compliant emailing, and safeguard sending reputations for you, our other customers, and for our company as a whole.
We utilize a mix of automated functions and scans, as well as manual human reviews to monitor for potentially problematic activity. Other times, we may receive enough public and private abuse reports through various channels that our Compliance team will need to take action.
What can trigger a review?
Some of the more common things that result in reviews are:
- Comparatively large list uploads
- Contact imports from problematic sources, or otherwise not meeting either our email permission policies or SMS permissions policies
- Large numbers of unsubscribes and/or spam reports on a single email
- Public and/or private abuse complaints from email recipients
- Email content and business types that go against our prohibited content policy
Other factors, such as disreputable IP addresses and email addresses, can also result in accounts being flagged for review or outright canceled.
What is the threshold for unsubscribes and spam reports?
Unfortunately there’s no simple answer to this. What determines when an account reaches a large-scale unsubscribe and/or spam report threshold is based on a myriad of information that our system tracks and weighs against other data on the account.
Since email programs such as Gmail, Yahoo, Outlook, and other providers pay extremely close attention to spam reports, even a seemingly small number of spam reports for a single source can significantly impact that source’s sending reputation. Constant Contact follows a 1 SPAM complaint for every 1000 emails delivered guideline to feedback loops. We only look at feedback loops in these situations. A feedback loop is an email address that has the ability to mark an incoming email as spam. In our case, that’d affect not just our company, but our customers that send through us as well.
If my account has been canceled by the system / Compliance team, what can I do?
I need to perform some clean-ups of my email content or contact list to complete the review. Do I have to call back in again?
Remember our support teams are always here to help. If you need to complete a review, or have additional questions about your account’s compliance, make sure to reach out to the Review team directly. Otherwise, if you’re unable to call, just email our Community & Social Care team at social_support(at)constantcontact(dot)com with your username, contact info, and request, and we’ll get a callback case setup.
We hope this article was helpful in case the issue ever arises. If you need assistance with any of the above, feel free to post our on Get Help board.