Why have my email campaigns or account been suspended?

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

However, this process can lead to a suspension in specific cases.

If you've received a suspension notice or if a warning message displays on your Compliance page, it means your account, marketing platform, or transactional platform has been suspended.

❗️ Important
Until you revalidate your account, you won't be able to send emails. Note that your subscription remains active during your suspension.

Why did I get suspended and how can I be reactivated?

There are several reasons why your account can be suspended. Go to your Compliance page and read the warning message at the top to discover the reason for your suspension. Search for the warning message corresponding to your suspension below to learn more and take the necessary steps to be reactivated:

⛓️‍💥 Anomaly detected when signing up

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Your account requires additional verification.
We ask you to take a minute to review our best practices below. If you meet our requirements, please contact our Customer Experience team through your Support page for us to review your account.

If you've just signed up and your account is already suspended, it is because our system has detected an anomaly during the signup process. 

🟢 How to be reactivated?

If you have been suspended after signing up, contact our support team who will proceed to some checks.

📉 Negative results on your email campaigns or after sending a campaign to new contacts

important.png We have temporarily suspended your email campaigns because of your latest results.
Before you can send campaigns again, you need to 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.

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:

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:

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🟢 How to be reactivated?

If this is your first suspension, follow the instructions from your Compliance page to manually reactivate your account. To learn more, check our dedicated article How to reactivate my marketing platform after a suspension?.

After reactivating your account, ensure you follow our best practices to avoid a second suspension in the future. 

❗️ Important
If you are suspended a second time, we are sorry but we will not be able to revalidate your account. However, if you think we made the wrong decision, contact our support team

📉 Negative results on your transactional emails

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.

Just like for email campaigns, your results on transactional emails can lead to a suspension. 

🟢 How to be reactivated?

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

🥷 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 ⬇️.

🟢 How to be reactivated?

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

📄 Your account did not respect our Terms of Use

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

If your account does 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, contact our support team

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. 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.

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