As a trusted email service provider, Brevo closely monitors both shared and dedicated IPs used to send email campaigns and the quality of your sendings to guarantee optimal security and deliverability for our users.

If you've received a suspension notice or if the following message displays on your Deliverability Center, it means your email campaigns have been suspended:

The next suspension can lead to permanent account deactivation. Avoid future suspensions by following the best practices for email deliverability before reactivating your account.

Good to know

• We recommend that you regularly clean your contact database to avoid being suspended again. Note that a second suspension can lead to permanent account deactivation. To learn more, check our dedicated article Optimize and clean your contact list to improve email deliverability.

• Your account may be suspended for other reasons. This article applies only when your account is suspended due to negative email campaign results or after sending campaigns to new contacts. To learn more, check our dedicated article Why have my email campaigns or account been suspended?

Why did I get suspended?

To provide you with the best environment to send your campaigns, we sometimes need to examine your campaign results more closely to maintain sufficient metrics with Internet Service Providers (ISPs) such as Gmail or Outlook so that your emails continue to arrive in your recipients' inboxes.

However, this process can lead to a suspension if we detect negative results on:

• Email campaigns sent in the last 24h, or
• An email campaign sent to new contacts. Brevo assesses engagement indicators from a random subset. If positive metrics are detected within 1-3 hours, the campaign continues. If negative, the campaign and account are suspended.

Negative results can include, but are not limited to the following:

• Hard bounce rate higher than 2%
  Some recipients' email addresses may no longer exist, resulting in a high number of hard bounces.
• Unsubscribe rate higher than 1%
  Some recipients may have lost interest in your content, leading them to unsubscribe from receiving your email campaigns.
• Complaint rate higher than 0,2%
  Some recipients may not have given their consent to receive your emails or might struggle to find your unsubscribe link, leading them to mark your email campaign as spam.
• Spam traps
  Some recipients' email addresses could actually be spam traps, which can cause your campaign to land in the spam folder.

The details of the email campaign, as well as the results that led to your suspension, can be found in your Deliverability Center. In the example below, the Hard bounce rate generated in the last 24 hours for the Newletter A1 email campaign led to a suspension:

Negative results could have several reasons, which is why you need to follow our guidelines below before you can reactivate your account on your own ⬇️.

How to reactivate my account?

To find the list of actions you have to complete before you can reactivate your account on your own, click the account dropdown and select Settings > Deliverability Center. ❗️ Important These actions are designed to help you achieve better results in your future campaigns. However, if your campaigns continue to generate negative results, your account may be permanently suspended.

Summary of what you need to do

• Remove non-existent, generic, unengaged, and old email addresses.
• Authenticate your domain.
• Only send to contacts who gave their consent and are expected to receive your emails.
• Only send the kind of content your subscribers have opted in to receive.
• Make sure that your sender name/address is easy to recognize for your contacts.
• Send consistently: at the right time and frequency.
• Make it easy to unsubscribe.

Is my subscription paused while my account is suspended?

No, it's not. Your subscription will keep running even though your account or campaigns have been suspended. Make sure to contact our support team as soon as possible to unblock the situation. You won't be able to send emails until your account or email campaigns are reactivated.

🤔 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.

If you’re looking for help with a project using Brevo, we can match you with the right certified Brevo Agency partner.