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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 used to send email campaigns. We also monitor if your account has been compromised, and the quality of your sendings.

This monitoring can lead to a suspension in specific cases.

If you tried to log in to Brevo but got an error message, it means your account, marketing platform or transactional platform has been suspended.

Why did I get suspended?

There are several reasons why your account can be suspended:

Negative results on your email campaigns

important.png We have temporarily suspended your Marketing platform use because of your latest campaign results.

Before you can send campaigns again, you must improve your campaigns' performance. To reactivate your account and guarantee your success, review the best practices on our Compliance page.

Follow our best practices to reactivate your account.

As a trusted email service provider, recognized as fighting against spam by the email community, Brevo closely monitors both shared IPs and dedicated IPs. It allows us 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. 

To make sure you are in the best position to be successful using Brevo, we sometimes need to take a closer look at your campaign results. This check is essential to guarantee optimal security and deliverability for our users.

If when sending a campaign we detect that something is wrong (negative results of an email campaign), your marketing platform (Campaigns) can be suspended. This is usually caused by a high number of complaints, hard bounces, spam traps and/or unsubscriptions.

🟢 How to get reactivated?

In the case of suspension on Campaigns only, we allow you to reactivate yourself one time after having followed our best practices. You'll find all the information in our article How to reactivate my marketing platform after a suspension?

❗️ Important
If your account is suspended a second time in the future, we will unfortunately not be able to reactivate it. Make sure to follow our best practices to keep your account running.

Your account was compromised

important.png Your account is temporarily suspended because of suspicious activity. 

To protect your account, we temporarily suspended it. We opened a ticket to help you secure your account before we revalidate it.

Check the ticket on your support page and follow the instructions in our help article about compromised accounts.

If you see this message on your account, it means that we detected something wrong with your account and we believe it was compromised. Take action as soon as possible to reactivate your account and prevent someone from using your account data.

You will find all the answers in our dedicated tutorials My account has been compromised, what should I do? 

🟢 How to get reactivated for a compromised account?

If your account has been compromised, check our dedicated article My account has been compromised, what should I do?

Negative results on your transactional emails

Just like for email campaigns, your results on transactional emails can lead to a suspension. In this case you will see this error message in the platform:

important.png We have temporarily suspended your use of the Transactional platform because of your latest results
Contact our Customer Experience team to review your options moving forward.

🟢 How to get reactivated?

If you have been suspended on SMTP platform, contact our support team who will verify the quality of your transactional emails.

Your account did not respect our Terms of use

We are sorry but if you do not comply with our Terms of use we will not be able to revalidate your account. However, if you think we made the wrong decision, please contact our support team.

You will see this message in the product banners and also on the Compliance page:

important.png Your account is suspended
Your account activity did not respect our Terms of use.

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 asap to unblock the situation.

⏩ 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.

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