If you’ve been directed to this page, your account may be suspended for having too many hard bounces. We are required by ISPs and anti-spam organizations to suspend accounts with high bounce rates to avoid any further issues while we investigate possible causes.
In this article, you’ll learn about bounces and account suspension.
What are bounces?
Bounces are emails that could not be delivered to an email address. When an email bounces, Mailchimp classifies it as either a soft or a hard bounce.
Hard bounces occur when an email address does not exist, or an unexpected error occurs during sending. Soft bounces are recognized by the recipient's email server but are returned to the sender for a variety of reasons. This could include the mailbox being full or delivery being temporarily unavailable to that service.
Account suspensions are automatic system actions triggered when a single send exceeds industry thresholds. We are required by ISPs and anti-spam organizations to enforce the established thresholds and suspend an account in order to prevent any further issues while we investigate.
When a suspension occurs, you will receive an email to the account's contact e-mail address briefly explaining the issue and directing you to the account to answer questions. Once the questions are submitted, someone from our Compliance Team will follow up with you to help expedite the investigation.
During an account suspension, sending is disabled but all other interaction with the application (logging in, API requests, accessing your data, etc.) should continue to work. We know you have a business to run and we don't want to hold you up.
If you haven't sent an email to your contacts in a while, reconfirm your audience to keep your contact information up to date. This should help protect your audience from spambots and fake signups that lead to bounces.