“Suspended: Notification emails have been suspended due to a high number of bounced emails. Please contact Customer Support for more.”
We noticed that a lot of people will try to trick the system to enter and win the rewards you offer by using a fake email address, naturally, the email sent by the system will bounce. This causes your outgoing email to get suspended when your Total Bounce and Total Complaints are too high.
- Acceptable bounce rate = 4%
- Acceptable complaints rate = 0.05%
These acceptable values are set by Amazon, our service provider. In the event that your bounce and complaints rate is above the acceptable values, we cannot reinstate your outgoing services until you normalize the values.
But to avoid getting suspended again in the future, it is highly recommended to enable the "Double Opt-in Email" on the Communications section of your campaign to encourage your subscribers to confirm their email addresses before they can join the campaign.
You may also use the "FB Opt-In" button on your campaigns while editing the templates. By using this button you are sure that you will only get their valid email address.
And aside from using our email server, you can also send the emails through your own email server. At this point, we integrate with Amazon SES, SendGrid, and PostMark.
For you to know your bounce and complaints rate, you have to contact the Support Team so we can send your email statistics from our end.
How to get your support tickets resolved faster
Statistics have shown us that the more you tell us when you report an issue, the faster we solve that ticket. So...
1 - If you have screengrabs, please include them. A picture is worth a thousand words.
2 - If you have recorded a video showing the issue you're having, please include that as well. A video is worth a million words.
We recommend a free service called Loom for creating these videos. (this is a link to useloom.com)
3 - To speed up ticket resolution, follow these useful tips How to Write the Perfect Support Ticket (That Gets Results Fast)