❌ Why is my campaign blocked?
This can happen for several reasons, including:
A bounce rate that is too high
An unusually high unsubscribe rate
Spam reports from recipients
An outdated or poorly maintained contact list
⚠️ This suspension has been set by our email provider to preserve deliverability, and is not coming from us.
Our team is here to help lift the suspension and unblock your campaigns.
🔓 What should I do to get unblocked?
If this is the first time your campaign is blocked, reach out to our support team using the web platform chat bubble (bottom right of your screen) or via email at [email protected].
We will be able to review and unblock your campaign.
📤 How to resend your campaign to contacts who didn't receive it
When a campaign gets blocked mid-send, some contacts in your audience may not have received it. Once your account is unblocked, you can resend the campaign to only those remaining contacts, without emailing people who already got it.
To do this:
Go to your contact database and select the list (audience) you used for the original (blocked) campaign.
Open the advanced filters on that audience and add a new condition using the following:
"And" → "Without" → select the blocked email campaign
Apply the filter. This narrows your audience down to only the contacts who did not receive the original campaign.
Save those filters as a new list and send your campaign as usual to this new filtered audience.
This way, you avoid re-sending to contacts who already got the email, while still reaching everyone who missed it.
💡 Best practices to avoid getting blocked again
Once your account is unblocked, we strongly recommend following these guidelines to avoid future suspensions:
⚠️ Be extra careful with new contacts who have never received an email from you before.
The email provider is much stricter when it comes to unsubscribes and spam reports from contacts who are receiving an email from your organization for the first time.
An unsubscribe or spam report from a new contact is far more damaging than one from a contact who already knows you and has a history of receiving your communications. Before including new contacts in a campaign, make sure they have explicitly agreed to receive communications from your organization.
Prefer smaller sends. If you're reaching out to a large audience, consider splitting your campaign into smaller batches rather than sending to everyone at once. This reduces the risk of a high bounce or unsubscribe rate harming your sending reputation.
Monitor your campaign results. Keep an eye on bounce rates, unsubscribe rates, and spam reports after each send, and take action before your next campaign.
Remove unsubscribed contacts. Never re-add a contact who has opted out.
🔁 What happens if my campaign is blocked again?
The first time your campaign sending is blocked, our team can help unblock you directly: just reach out to support as described above, and we'll take care of it.
However, if your account gets blocked a second time, the provider will go further and suspend all email sending on your account — not just the campaign that triggered it.
You will see the message "Email campaign sending is temporarily suspended", it means our email sending provider has temporarily paused outgoing campaigns in order to protect the reputation of its sending infrastructure.
In this case, we can no longer unblock you ourselves: our team will need to submit a formal request to the provider to lift the suspension and reinstate your sending access.
This provider-side review can take longer than a standard unblock, which is why it's especially important to follow the best practices above to avoid a repeat suspension.
ℹ️ Information we'll need from you
In order to submit your case to the provider as quickly as possible, we'll need you to answer the following questions:
How were the contacts in your last campaign gathered?
How did the contacts agree to receive ongoing communication from your organization?
Have you sent to these contacts before? If so, how long ago?
What is the link to the page or form where contacts provided their email address to you?
How do you clean your contact database over time?
Once we receive your answers, we will forward them to our provider to proceed with unblocking your account.
🕗 How long does it take?
Once we receive your answers, we will forward them to our provider as quickly as possible. The provider will then review your case and decide whether to lift the suspension.
Please allow up to 4 business days for the provider to complete their review and unblock your sending access.
We know this can be frustrating, and we'll do our best to keep you informed along the way. If you haven't heard back after 4 days, don't hesitate to follow up with us.
If you have any other questions or need further assistance, feel free to reach out at: [email protected]