Qué hacer si tus envíos están en pausa por reputación

What you'll achieve

Understand why your sending was paused, clean up your list and ask for it to be reactivated.

Why it happens

To make sure your emails reach the inbox (and not spam), we review your last 30 days of sending. If 5% or more of your emails bounce (addresses that don't exist) or 1 in 1,000 people mark you as spam, we pause your sending automatically. This keeps email providers from penalizing your domain.

How you find out

• In Settings → Sending settings a red notice appears: “Your sending is paused”.
• Before the pause you'll see a yellow warning notice when you get close to the limit (3% bounces or 0.5 complaints per 1,000).

Screenshot: pause notice in Sending settings

What happens while it's paused

• Your ongoing or scheduled campaigns are paused and you can't start new ones.
• Confirmation emails for new subscribers wait and go out once sending is reactivated.
• Your data, lists and credits stay intact; you don't lose anything.

Steps to fix it

1. Go to Subscribers and review the contacts with bounces: delete or block the addresses that bounced.
2. Check where your contacts come from: only send to people who agreed to receive your emails. Avoid bought or old lists.
3. If there were complaints, check that your emails have a clear unsubscribe link and that the sender is recognizable.
4. Write to us telling us what you checked. We review your account and, if everything is fine, we reactivate it.
5. Once reactivated, your reputation count starts from zero. You resume your paused campaigns yourself from Campaigns.

Common issues

When to contact support

Whenever your sending is paused: our team does the reactivation. Send your account name and what you checked in your list.