About Bounce Suspension

If you are being directed to this page, it is probably because your account was suspended for hard bounces.

What are bounces?

Bounces are undeliverable addresses to an inbox. When an e-mail bounces, it is classified as either a soft or a hard bounce. Hard bounces are addresses denied for delivery due to invalid emails or an unexpected error during sending. Soft bounces are recognized by the recipient's mail server but are returned to the sender because the mailbox is full or temporarily unavailable.

What causes an account suspension?

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 should continue to work (logging in, API requests, accessing your data, etc.). We know you have a business to run and we don't want to hold you up. We are required by ISPs and anti-spam organizations to suspend the account to avoid any further issues while we investigate the cause of the excess bounces.

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