topic Re: Suspendings sending emails in Email Deliverability

Suspendings sending emails

Norman — Wed, 13 Feb 2019 21:34:05 GMT

Good day community,

I have a basic account and I become a test user of emails in marketing section

After sending 2 email campaign with my old emails I get high bounced level

According to this article knowledge.hubspot.com I delete all emails even good emails

text from the article:

For Marketing Hub Starter or free trial subscriptions, when too many emails have bounced, a banner will be displayed in your email tool explaining that sending has been suspended.

To restore email sending in this case, clean up your contact lists to improve email deliverability. After this, email the deliverability team and explain how your list has been cleaned of contacts that:

Have not been contacted by your organization by email in more than a year. List decay occurs at a rate of 25% every year.
Unsubscribed from your email previously (outside of HubSpot).
Hard bounced previously (outside of HubSpot).
Have not opted into email from your organization specifically. This includes contacts provided by a third party.
Are purchased or rented from a third party. This is a violation of HubSpot's Acceptable Use Policy and these contacts cannot be emailed using HubSpot.

I communicate with HubSpot support but nobody can activate sending emails, please help me with my problem, thank you

Re: Suspendings sending emails

MFrankJohnson — Fri, 15 Feb 2019 18:41:28 GMT

HubSpot's monitoring systems routinely suspend email sends should the high bounce rate (or any other indicator) deem it necessary. This protects both you and every other HubSpot client sending email from that shared IP address.

Basically, you'll want to clean up your list(s). Make sure you're sending to good email addresses.

- see Marketing email sending is suspended

In other words, do not use HubSpot to send to purchased or unverified email addresses. There are email verification services (e.g., Kickbox, Xverify, etc.) that will verify your lists for you before you use them in HubSpot.

Help answer your question? If so, remember to accept this solution now.

Best,
Frank

Re: Suspendings sending emails

Norman — Wed, 13 Feb 2019 21:48:05 GMT

I already clean up emails and using only updated emails, but how I can unlock my account?

Re: Suspendings sending emails

MFrankJohnson — Fri, 15 Feb 2019 18:42:24 GMT

Either use the little blue 'Help' button in the lower right corner of every HubSpot screen, email HubSpot Support, or call. Usually doesn't take long unless you're required to provide additional information (i.e., proof of opt-in for your list).

Good luck and be careful.

Best,

Frank

cc: @jennysowyrda, @roisinkirby

#nlmtt, #nlmtu

Re: Suspendings sending emails

bradmin — Wed, 13 Feb 2019 22:03:12 GMT

Hi, @Norman. The short answer is, you won't be able to unlock your own account. HubSpot needs to protect its email sending reputation, across the entire body of its customers. If you've run over a limit which has made you unable to email from your portal, the email deliverability team will reach out to you, have a conversation, and after they see necessary actions have been taken, you'll be able to email then.

However, that's a HubSpot-side action. There's no action you can take on your own, post-suspension, which will unsuspend your emailing. Only a review with the deliverability team would accomplish that.

Re: Suspendings sending emails

Norman — Wed, 13 Feb 2019 22:06:42 GMT

Thank you for your help, I'm ready to keep learning and sending only emails to "live" emails, but Hubspot support doesn't give me advice on how to renew my account.

I'm ready to take steps to give proof that I wouldn't be doing the same in the future.

Re: Suspendings sending emails

LaurenSale — Fri, 15 Feb 2019 15:12:48 GMT

Email sending is suspended for violating the thresholds for healthy numbers of unsubscribes, complaints, or bounces. To ensure industry-leading deliverability we have automated protection in place that can't be reversed. You can continue to use HubSpot's other tools available in your account, but it isn't possible to reinstate email sending.

Re: Suspendings sending emails

Norman — Mon, 18 Feb 2019 08:52:06 GMT

according to this articlehttps://knowledge.hubspot.com/articles/kcs_article/email/why-is-my-email-suspended, I can renew my account, but the deliverable team didn't give me advice on how to do this, I'm ready to work hard:).

I already deleted all my old emails and have only real emails.

Re: Suspendings sending emails

TheaD — Tue, 12 Mar 2019 15:15:57 GMT

Please update on the issue as I'm experiencing the same. Already deleted contacts to clean up the contact list as part of the instructions to address the "Too many emails have bounced after being sent from this account." error. Please help resolve.

Re: Suspendings sending emails

LaurenSale — Wed, 13 Mar 2019 14:51:55 GMT

It isn't possible to reinstate email sending in HubSpot accounts that have exceeded the thresholds for healthy numbers of unsubscribes, complaints, or bounces. You may still use other tools on the HubSpot platform.

Re: Suspendings sending emails

TheaD — Tue, 19 Mar 2019 10:30:13 GMT

Dear Lauren,

What would you recommend as an alternative to send email marketing with Hubspot CRM users in this circumstance?

Re: Suspendings sending emails

Bryantworks — Tue, 19 Mar 2019 22:17:28 GMT

l@TheaD

Unfortunatly as @LaurenSale stated, it's not reinstate HubSpot sending on an account, you could potentially integrate with another email provider like MailChimp to keep use of HubSpot as a CRM while still sending emails (with a 3rd party).

Re: Suspendings sending emails

dushipietermaai — Mon, 08 Jul 2019 16:17:15 GMT

Hi there,

I've had the same error message, but in my case since the minute I started using Hubspot. I opened an account last week and I haven't been able to use it at all, because the account is being reviewed.

Any idea what's going on? Hubspot id 6101895.

Thanks!

Re: Suspendings sending emails

Zakiya — Thu, 25 Jul 2019 13:39:07 GMT

Hi @dushipietermaai! This account is all set to send email.

Re: Suspendings sending emails

Norman — Thu, 25 Jul 2019 13:41:47 GMT

what about my issue, can you solve it also?

Re: Suspendings sending emails

Zakiya — Fri, 26 Jul 2019 19:06:40 GMT

Hi @Norman,

Automatic email suspensions that occur as a result of violating the thresholds for healthy numbers of unsubscribes, complaints, or bounces are permanent. To ensure industry-leading deliverability we have automated protection in place that can't be reversed. You can continue to use HubSpot's other tools available in your account, including 1:1 emails via the CRM or your connected inbox. Check out the guide below for more on this!

HubSpot features supported by your email provider and require a connected inbox

I'm afraid it is not possible to reinstate markerting email sending to the account at this time.

Re: Suspendings sending emails

matteomazzolari — Sun, 05 Apr 2020 19:10:29 GMT

Hi There, I experienced the same issue but I've never sent any emails. Each contact I have imported is a customer or have a business relation with my organization.

Please let me know how to sort this out.

Re: Suspendings sending emails

DeliveryByJess — Thu, 09 Apr 2020 20:20:52 GMT

Hello @matteomazzolari ,

Not all HubSpot accounts will qualify for access to the email marketing tool. The banner message in your account indicates that this account is not eligable for marketing email access after additonal review. Marketing email sending will remain locked but you may still use other tool within HubSpot including 1:1 email through a connected inbox.

Re: Suspendings sending emails

apples — Sat, 08 Aug 2020 22:55:04 GMT

I don't believe Millennium my emails have been unsubscribed xcetera so I don't understand why my email sending appears to be suspended. Can you please advise

Re: Suspendings sending emails

DeliveryByJess — Tue, 11 Aug 2020 20:12:49 GMT

Hwllo @apples ,

Some accounts will required additonal review before some tools can be unlocked, and not all accounts will qualify for access to the marketing email tool. The red suspension banner in the markteing email tool will provide you with gudince on what to do next, if applicable.