Resolve email sending suspensions

When sending a marketing email, one-to-one email, or email from a HubSpot-hosted inbox, email sending may be suspended. 

Understand marketing email suspensions

For marketing emails, email sending is suspended when HubSpot's deliverability protection system detects a high bounce rate on your email recipients, or fraudulent account activity is detected. All marketing emails, including automated emails in workflows, will not be sent while marketing email is suspended.

Before a suspension occurs, you may see a warning on the Health tab in your email tool about a problem detected by the deliverability protection system. This warning contains more details about the problem, and recommendations to improve future emails.

Please note: you can reach out to marketing email experts for advice on improving your emails on the Email Deliverability topic board on the HubSpot Community.

Understand types of marketing email suspensions

There are two types of email suspensions:

• The deliverability protection system detects excessive hard bounces, unsubscribes, spam reports, blocklisting, or abuse complaints. Your account may be suspended from repeated stopped sends, direct complaints received by HubSpot's Abuse Prevention team or if you exceed the following limits in a specific month:
  • Hard bounce rate of 5%. 
  • Spam report rate of .1%, i.e. one per every 1000 emails sent. 
  • Unsubscribe rate of 3%.
• The system detects fraudulent activity on your account, such as spam traps. Learn how to respond to this type of suspension.

Resolve marketing email sending suspensions

Please note: email suspensions in accounts using HubSpot's free tools cannot be lifted. Once an email suspension has occurred, that account can no longer send emails.

1. In your HubSpot account, navigate to Marketing > Email.
2. Click the Health tab.
3. On the right side of the page, under How to Fix, click Start.
4. In the right panel, select the I understand I can only submit this information once checkbox, then click Next.
5. Select an option for whether you have contacts you haven't emailed in over 12 months, then click Next. You can also click open this segment to review your email marketing contacts.
6. Select the checkbox next to each source that applies to your contacts, then click Submit.
7. Click Continue to next step.
8. Review the selected sources that you require verifiable permission, then click Next.
9. Click Next.
10. Click your segment of email marketing contacts to open a new tab, then opt out, quarantine, or delete the associated contacts. Once this is finished, return to the suspension appeal panel and select the I've opted out, quarantined, or deleted at least [x] email marketing contacts checkbox.

Please note: HubSpot will automatically suppress any contact that has already hard bounced, unsubscribed, or marked an email as spam. Removing these contacts alone is not sufficient to restore email access.

11. Click Continue to next step.
12. Select the I reviewed and managed contacts who haven't given permission to get marketing emails checkbox, then click Next.
13. Confirm that you opted out, quarantined, or deleted the associated contacts for each contact source you originally selected, then click Next.
14. Select the checkbox next to each method you used to manage the contacts who you did not have permission to email. 
15. Enter any additional context or information on how you resolved the issues with these contacts. 
16. When you're ready to submit your appeal, click Submit.

HubSpot's Deliverability Team will review your appeal and contact you with their decision or a request for more information. 

Resolve email sending suspended from HubSpot-hosted inboxes

Your ability to send emails from the CRM or from the conversations inbox may be suspended if HubSpot detects poor sending behavior from your HubSpot-hosted inbox. This includes any email sent from the email address that you set up to forward emails to the conversations inbox, such as support@hubspot.hs-inbox.com, or your fallback email address. 

When email sending is suspended, a warning banner will appear when trying to send one-to-one emails or the conversations inbox. You will not be able to send emails from this inbox in HubSpot until the suspension is lifted. 

You can appeal the suspension to resume email sending:

1. In the banner, click complete this form.
2. Fill out the appeal form. 

HubSpot's Deliverability Team will then review the appeal and make a decision regarding your email sending capabilities. 

Resolve additional account reviews

Some accounts may require additional review to determine if marketing email access can be unlocked. Click the link in the banner to submit more information about your contacts and the email you want to send. HubSpot's Deliverability Team will review the submission and respond within two business days.

The primary point of contact on your account will receive an email notification about the next steps based on your form submission. The banner information on your account will also update to reflect the decision.