Email suspended (free version)

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New Contributor

Hi,

 

We recently updated our offline leads into hubspot (around 700 or so). It seems that there were a few errors in the entry by our employee. As a result, this lead to incorrect email addresses and therefore hard bounces when we sent out our email.

 

The email we sent:

 

1800 EMAILS

SUCCESSFUL DELIVERIES - 88.42%

BOUNCES - 11.25%

UNSUBSCRIBES - 0.94%

SPAM REPORTS - 0%

 

Is there any way we can get our account unsuspended, the solution we were provided was to pay for paid account. Which to be honest, we find a bit unreasonable that the solution is to pay to fix this, when it was an data entry error that led to this.

 

It was also the first few times we have used hubspot to send marketing emails. We would prefer to not move to an alternative provider to send our marketing emails, but may be forced to here.

 

Please let us know how we can resolve this?

 

Thanks

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HubSpot Moderator

Hi @Delvify,

 

HubSpot's marketing email limits and minimum requirements for contact lists are outlined in a few places online to help you get started on the right foot and avoid triggering email protection actions: 

Ideally, contact lists should be cleaned up before you hit send on your first marketing email campaign and on a regular basis to minimize hard bounces. When collecting contact information in person or from business cards, a best practice going forward is to verify the email addresses before sending your first email campaign. We typically recommend Kickbox for list validation. This should help weed out addresses that were entered incorrectly by hand or those that are no longer valid and may cause hard bounces. 

 

Our systems automatically suspend marketing email in HubSpot Marketing Free accounts for exceeding the email limits outlined in the articles above, especially in the case of excessive hard bounces. Hard bounces and other negative email engagements degrade sender reputation and deliverability not only for yourself, but for the entire shared network that other users rely on to send mail. 

 

Marketing email suspensions and other protection actions in HubSpot Marketing Free accounts are permanent. Please note: creating a new HubSpot account after any email protection action, or upgrading to a paid account does not guarantee access to marketing email.

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HubSpot Product Team

Hello @lmmoguel 

 

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
 
Please take a moment to review the articles below for more info. 
7 Replies 7
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Advisor

The reason they said to move to a paid account was that as a free user your email reputation is lumped in with a load of other free users. So if they see something like an 11% bounce rate they stop the send and "quarantine" your account so others aren't affected. When you get a paid account you moved into your own "pool". 

 

We've had an email stopped before but were able to rehab our reputation by sending more targeted emails to a smaller list. The high open rates helped move our score back up to normal and haven't had an issue yet. 

 

It could also be the case that if you were using ill-gotten emails (bought lists) they often contain "trap" emails that are used to flag spammers. Also the size of the send will have an effect, a larger size send runs the risk of looking like spam as well.

 

@jennysowyrda Is there a process for free users to resolve a suspended account?

 

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New Contributor

Thanks and were made aware by support but they told by support to repost here "Carlos" was our contact point on online chat. 

 

This is a case of just incorrect data entry and also due to some of our contacts leaving businesses (which is quite normal in our market/industry). I understand there is no way to verify this unless we show you the physical business cards that we uploaded incorrectly... 

 

If we cannot get our account unlocked, then I guess we will have to move to another platform for our marketing emails Smiley Sad

 

 

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Community Manager

Hi @Delvify,

 

HubSpot's free marketing email policy is outlined here. Currently there is no process for restoring marketing email after a portal has been suspended. 

 

Thank you,

Jenny


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New Contributor

Hi, 

 

So there is no solution other than having to pay for your services?

 

Considering there is no warning and simply a direct suspension, it seems a bit unfair as Hubspot is almost forcing users to pay for your marketing solutions. Whilst I appreciate the rules that are stated, this seems a flawed system if it auto suspends without any consideration or human input - what happens when CRM data is inputted incorrectly leading to bounced emails?

 

If there really is no other way around this, then we will most likely look at moving our CRM and email marketing to another provider then. 

 

Thanks

 

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0 Upvotes
Highlighted
HubSpot Moderator

Hi @Delvify,

 

HubSpot's marketing email limits and minimum requirements for contact lists are outlined in a few places online to help you get started on the right foot and avoid triggering email protection actions: 

Ideally, contact lists should be cleaned up before you hit send on your first marketing email campaign and on a regular basis to minimize hard bounces. When collecting contact information in person or from business cards, a best practice going forward is to verify the email addresses before sending your first email campaign. We typically recommend Kickbox for list validation. This should help weed out addresses that were entered incorrectly by hand or those that are no longer valid and may cause hard bounces. 

 

Our systems automatically suspend marketing email in HubSpot Marketing Free accounts for exceeding the email limits outlined in the articles above, especially in the case of excessive hard bounces. Hard bounces and other negative email engagements degrade sender reputation and deliverability not only for yourself, but for the entire shared network that other users rely on to send mail. 

 

Marketing email suspensions and other protection actions in HubSpot Marketing Free accounts are permanent. Please note: creating a new HubSpot account after any email protection action, or upgrading to a paid account does not guarantee access to marketing email.

Highlighted
New Member

My email has been suspended as well. I do not have any  "create ticket" prompt on the HUBSPOT banner. 

I followed your directions and it's a no go.

How do I get my acct. unsuspended as a few user. 

 

I do not recall that I'd be baited to use the program and then as soon as an email error occurs (Which should be expected when uploading new data from partner sources etc. ) then OH Hey, you need to pay to continue.  

Any ideas?

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0 Upvotes
Highlighted
HubSpot Product Team

Hello @lmmoguel 

 

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
 
Please take a moment to review the articles below for more info.