Email Suspension Free Account "No Sent Emails"

[JuliaP17]

Hi there,

I'm new to the platform and currently using a free account because I don't want to spend on something I'm not yet familiar with. I'm working on learning the platform and email marketing in general to improve my skills. I ran a test email but haven't had the chance to send it yet, as my account got suspended "without even sending a single email."

I checked the Marketing > Email section and clicked on the Health tab, where it shows 0%. I filled out the form and received an email stating that my identity couldn't be verified, even though I provided all of my contact information and our website details. Can you please enlighten me on this matter?

Thanks,

Julia

[GRajput]

Hi @JuliaP17 

Unfortunately, you cannot send test emails from a free HubSpot account if your account has been suspended due to historical activity. This is because HubSpot's automated systems have detected suspicious activity in your account, and they are not able to verify your identity.

If you want to send test emails from a free HubSpot account, you will need to clear your account's historical activity and have your identity verified. You can do this by contacting HubSpot support and providing them with the necessary information.

Once your account has been cleared and your identity has been verified, you will be able to send test emails from your free HubSpot account.

Hope this will helps you out. Please mark it as Solution Accepted & Upvote to help other Community member.
Thanks!

[PamCotton]

Hello @JuliaP17 thank you for posting in our Community!

I want to share this Community post here, where there is more information about the email suspension :

We take marketing email and deliverability very seriously. To help users get marketing emails to the primary inbox, we have automated deliverability protection systems designed to help maintain a healthy network reputation and high rates of email deliverability for users. If our systems detect abnormally high hard bounce rates, unsubscribes, or spam complaints, marketing email sending will be automatically suspended.

Email suspensions due to exceeding HubSpot's acceptable thresholds in HubSpot Marketing Free accounts cannot be remediated. Email sending will remain locked moving forward. You may continue to use other tools available on the HubSpot platform, including 1:1 email sends through the CRM and your connected inbox. Learn more about this here. 

I hope this information helps.

Pam

[JuliaP17]

Hi @PamCotton ,

My concern is that I haven't even sent a single email. I tried to send a 'test' email, but my email got suspended before I had the chance to send it. FYI, I was going to send the 'test' email to my other work emails.

How can your system detect abnormally high hard bounce rates, unsubscribes, or spam complaints if there's no email sent in the first place? It doesn't make sense.

Thanks,

Julia

[DianaGomez]

Hi @JuliaP17, 

Thanks for the follow up question.

While we cannot provide full transparency into our investigative steps or methodologies for security purposes, this account did not pass one of HubSpot’s Account Verification processes due to historical activity. Since this is a free account, there is no remediation.

Thank you for understanding.

Regards, 

Diana