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Why have my campaigns or account been suspended?

In order for us to provide you with the best environment to send your campaigns, we are constantly monitoring the reputation of our shared and dedicated IPs. This monitoring can lead to an account suspension in specific cases.

If you tried to log in to Sendinblue but got this message, it means that your account was suspended:

important.png Your account is temporarily suspended
You cannot send campaigns right now because your account is temporarily suspended. We need to talk with you about the recent activity of your account. It will help us guarantee the good deliverability of your emails.

Why campaigns or accounts get suspended?

Sendinblue uses shared IPs and dedicated IPs. As a trusted email service provider, recognized as fighting against spam by the email community, Sendinblue closely monitors both shared IPs and dedicated IPs in order to maintain sufficient metrics with Internet Service Providers (ISPs) such as Gmail or Outlook, so that your emails continue to arrive in the client's recipient inbox. 

The suspension can happen for several reasons such as poor results on your last campaigns, or following the upload of new contacts.

💡 Good to know
We have automated systems that help us monitor performance and sometimes we get false positive cases.
If you believe that your account was wrongly suspended, you should contact our support team to unblock the situation.

How to get reactivated?

If your account has been suspended, please contact our customer care team to unblock the situation.

The team will analyze your account and then provide you with some recommendations to minimize risks of being suspendedThe reactivation of your account takes less than 24 hours. 

In the meantime, you can check the below section How to improve my campaign results?

Is my subscription paused while my account is suspended?

No it's not, your subscription will keep running even though your campaign or account has been suspended. Make sure to contact our Customer Care team asap to unblock the situation.

How to improve my campaign results?

You can check our video on Email Deliverability as a starting point:

In order to help you in your process, we invite you to visit this blog post and our article Optimize and clean your contact list to improve email deliverability to learn a little more about sending a good emailing campaign.
We advise you to:

  • Remove non-existent email addresses
  • Remove unengaged subscribers
  • Only send to opt-in contacts 
  • Only send the kind of content your subscribers have opted in to receive
  • Make sure that your sender name/address are easy to recognize for your contacts
  • Send consistently: at the right time and frequency
  • Make it easy to unsubscribe

And keep your metrics on a good track:

  • Opening rate: minimum of 10 to 12%
  • Unsubscription rate: maximum of 1 to 2%
  • Hard bounces rate: maximum of 2%
  • Complaint rate: maximum of 0.05% to 0.1%

⏩ What's next?

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.