Email account suspension

[JWilkinson5]

Hi all, I'm very disappointed to find that my Email marketing tool has been suspended. I've recently taken over a new business, and with that have moved the data in the old businesses CRM into the free Hubspot account.

I tried to send a marketing email to a select group of my contacts, which was turned down with no explanation. The old business has been using the marketing list recently, so I know most, if not all, of the email addresses are up to date and accurate. I've since imported the data list into Hubspot.

The only way I can now un-suspend my account is to upgrade to a paid-for plan - something I was 100% planning on doing as I grew my data set, but I have no need to just yet as I won't be hitting the limits imposed by the free account option. 

Does anyone know how I can go about unblocking my marketing email send outs? I'm pretty reliant on this tool, and I wanted to send an announcement of the new business and new ideas in one hit instead of having to send 700-odd individually. 

[karstenkoehler · Accepted solution]

Hi @JWilkinson5,

This depends on the exact notice you're seeing. You can find more information here: https://knowledge.hubspot.com/marketing-email/why-is-my-email-suspended

If it says that the suspension is permanent, then unfortunately that exactly is the case. You can try upgrading for a month to any starter subscription to gain access to HubSpot support via email but there is no guarantee that the email tool will be unblocked.

If the notice outlines specific steps that you need to take for an appeal, you would follow those steps.

Best regards

[karstenkoehler · Accepted solution]

Hi @JWilkinson5,

This depends on the exact notice you're seeing. You can find more information here: https://knowledge.hubspot.com/marketing-email/why-is-my-email-suspended

If it says that the suspension is permanent, then unfortunately that exactly is the case. You can try upgrading for a month to any starter subscription to gain access to HubSpot support via email but there is no guarantee that the email tool will be unblocked.

If the notice outlines specific steps that you need to take for an appeal, you would follow those steps.

Best regards

[JWilkinson5]

Hi @karstenkoehler thanks for coming back to me.

I've not received any information as to why - the only notification I'm seeing is 

Some features are blocked - Some features in this account have been suspended. Learn more about account verification

Both users on my business account have their inbox connected. No one from Hubspot has reached out to gather further information, none of the activity on the account was suspicious.

As it says the account is suspended, is there a chance that it will be restored? It's been about a week and a half since the suspension started.

[karstenkoehler · Accepted solution]

@JWilkinson5 without any additional instructions, I would assume the suspension is permanent, see here: https://knowledge.hubspot.com/account-management/account-suspension-faq#what-can-i-do-if-my-account-...

---

@JWilkinson5 wrote:

No one from Hubspot has reached out to gather further information, none of the activity on the account was suspicious.

---

On the free account, there are no personal touchpoints with HubSpot. Everything is self-service and automated.

Regarding suspicious activities, this is what HubSpot says about this:

---

HubSpot uses automated systems to make sure that all users are following HubSpot's Acceptable Use Policy and Terms of Service. This process is important in protecting our customers' experience with our platform.

If suspicious activity is detected at sign-up or when using the platform, access to certain features will be temporarily suspended. When this occurs at sign-up, HubSpot may ask you for more information about your account. A member of HubSpot's team will review the details of the suspension, the information you provide, and your account to make a final decision.

---

For marketing emails specifically:

---

For marketing emails, email sending is suspended when HubSpot's deliverability protection system detects a high bounce rate on your email recipients, or fraudulent account activity is detected.

---

As you can see, a high bounce rate on the free tier alone could lead to suspension. Alternatively particularly old email addresses that are now used as spam traps.

Your best option is to upgrade to any paid Starter subscription, see my previous reply, to get access to support via email.

[JWilkinson5]

Hi again Karsten. Having reached out and spoken to Chada in the sales team, Chada has informed me that they "don't see anything abnormal on your account" and it all looks fine, but as a member of the sales team, they are unable to help me further. I shared the same notification with Chada, as I did above, and she has asked me to come back here to find a solution. 

With regards to your suggestion about hard bounces, I have since run the addresses through a verifier, and just 3.05% have come back as hard bounces - well within Hubspot's 5% limit

Do you have any suggestions to get my email marketing back up and running?

[karstenkoehler]

@JWilkinson5 my recommendations stay the same, they remain unchanged, unfortunately. On a free tier, without access to support, you can't change your current situation.