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 Compliance page, it means your email campaigns have been suspended:
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We have temporarily suspended your email campaigns because of your latest results. ⚠️ At the next suspension your email campaigns will be permanently suspended |
Why did I get suspended?
To provide you with the best environment to send your campaigns, we sometimes need to take a closer look at your campaign results to maintain sufficient metrics with Internet Service Providers (ISPs) such as Gmail or Outlook, so that your emails continue to arrive in your recipients' inbox.
However, this process can lead to a suspension if we detect negative results on:
- Email campaigns sent in the last 24 h, 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%,
- Unsubscribe rate higher than 1%, or
- Compliant rate higher than 0,2%.
The details of the email campaign as well as the results that led to your suspension can be found on your Compliance page. In the example below, the unsubscribe rate generated in the last 24 hours for the Roadtrip Ready email campaign led to a suspension:
There could be several reasons for negative results, which is why you need to follow our guidelines below to be able to reactivate your account. After putting these pieces of advice into place, you'll be able to revalidate your account on your own ⬇️.
What should I do to reactivate my account?
Scroll down to your Compliance page to find the list of actions you have to complete and validate before you can reactivate your account:
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 campaigns or account has been suspended. Make sure to contact our support team as soon as possible to unblock the situation. Make sure to take the above action as quickly as possible to revalidate your account. Until you revalidate your account, you won't be able to send emails.
⏩ 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.
If you’re looking for help with a project using Brevo, we can match you with the right certified Brevo expert partner.