Sender Account Suspended

How to fix it

// try these in order, the most common fix is first

1. FIX 1Find the exact reason

   Copy steps
   1. 01Open the suspension email or dashboard notification
   2. 02Note which threshold or policy is named
   3. 03Check Campaign overview > Statistics for bounce, complaint and unsubscribe rates of the last sends
   Did this fix it? Yes No

2. FIX 2Clean the list before appealing

   Copy steps
   1. 01Go to Subscribers > Email status dropdown
   2. 02Filter Bounced, Reported spam and Unsubscribed contacts and remove or suppress them
   3. 03Remove any segment that came from a purchased or scraped source
   Did this fix it? Yes No

3. FIX 3Appeal to support with proof of consent

   Copy steps
   1. 01Contact support via LiveChat (chat icon, bottom right of the dashboard) or email support@sender.net
   2. 02Explain where subscribers came from with signup form or landing page URLs
   3. 03Describe what you will send and your expected volume
   4. 04Ask what is needed to reactivate; Sender says suspensions are in most cases permanent, so be complete
   Did this fix it? Yes No

4. FIX 4Export your data and move if the suspension stands

   Copy steps
   1. 01Ask support to let you export contacts if the dashboard is locked
   2. 02Move only opt-in, engaged contacts to the new platform
   3. 03Re-confirm older contacts with a permission email before regular sends
   Did this fix it? Yes No

Symptoms

Banner or email saying the account is suspended, campaigns cannot be sent, sometimes right after a payment or a large import.

Why it happens

• C-01Spam complaint rate above 0.15%
• C-02Bounce rate above 5%
• C-03Unsubscribe rate above 1%
• C-04Purchased, scraped or old unengaged list
• C-05Prohibited content: affiliate marketing, gambling, forex, loans, adult, solo ads
• C-06Incomplete or inconsistent verification details

// this guide also covers

• sender account suspended
• sender.net suspended my account
• sender reactivate suspended account
• sender anti-spam policy

Other Sender errors

• Sender Account Under Review or Pending Verification
• Sender Emails Going to Spam
• Sender SPF, DKIM or DMARC Not Verifying
• Sender Popup Form Not Showing on Website
• Sender Form Subscribers Not Added to Group
• Sender Contact Import Failed
• Sender Abandoned Cart Emails Not Sending
• Sender Can't Send Campaign: Plan Limit Exceeded