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What Is Email Bounce Suspension?

Email bounce suspension occurs when your CRM account's email sending capabilities are temporarily or permanently disabled due to a high rate of bounced emails. Email providers and anti-spam networks monitor bounce rates closely, and exceeding acceptable thresholds can lead to suspension, directly impacting your email deliverability.

Types of Email Bounces

Bounces are instances where an email fails to reach the recipient's inbox. There are two primary types:

Hard Bounce: A permanent failure caused by an invalid email address or domain. These addresses should not be retried.
Soft Bounce: A temporary issue, such as a full mailbox or server downtime, which may resolve on its own. Repeated soft bounces can still contribute to suspension risks.

Causes of Suspension

Suspension is triggered when your bounce rate surpasses industry standards, typically staying below 5%. A bounce rate above this indicates sending to invalid addresses or triggering spam filters due to poor sending practices. A healthy bounce rate is generally between 0% and 3%.

Note: During suspension, only outbound email sending is disabled; all other CRM features remain functional.

Suspension Escalation Stages

The suspension process involves three escalating levels:

First Block: A 12-hour suspension if the bounce rate reaches 5%.
Second Block: Another 12-hour suspension if the rate hits 5% again after the first block.
Permanent Block: A final suspension requiring manual review by Support if the rate reaches 5% after the second block.

If permanently blocked, you will see an error message indicating that email sending is suspended due to high bounce rates, with a recommendation to enable the Email Verification Service.

Requesting a Permanent Unblock

To lift a permanent suspension, you must contact Support for a manual review. Include your Subaccount ID and a screenshot of the error message in your request. Support will evaluate your email history, bounce rates, and sending practices before deciding on reinstatement or additional remediation steps.

Immediate Actions After Suspension

If your sub-account is suspended, take these steps promptly:

Use the Email Verification Service to clean your contact list and remove invalid addresses.
If managing a client account, advise pausing bulk or cold email campaigns until the issue is resolved.

Important: Ignoring these steps may lead to further restrictions or permanent blocks if bounce or complaint rates worsen.

Preventing Future Suspensions

To avoid suspensions, adopt these best practices:

Enable Email Verification for all contacts before sending campaigns or bulk emails.
Set up a dedicated sending domain to improve credibility.
Ensure sender emails match your dedicated domain.
Regularly monitor bounce rates and clean lists proactively.
Avoid purchasing email lists; focus on organically grown contacts.
Educate clients or team members on compliant email practices.

By following these guidelines, you can maintain a healthy email sending reputation and minimize the risk of suspension.