Email

Why is my email suspended?

Last updated: December 13, 2016

Why would HubSpot suspend someone from sending email?

We hate "suspending" our customers, we prefer to think of it as simply hitting the pause button. If a customer generates high bounce or spam complaint rates it can impact their ability to reach their subscribers next time around. Our deliverability team intervenes as early as possible and coach our customers on best practices.

What is a suspension?

If we see too many hard bounces, spam complaints, or direct complaints to our abuse desk we may temporarily halt more email from being sent.

A suspension does not mean that you are a spammer. Suspensions are not punishments. We're not trying to hinder your marketing efforts, it's so we can help you remain successful in your email marketing.

Does this mean my workflows are halted too?

Yes. During a suspension any workflows, lead nurturing or other HubSpot-generated email will not be sent.

What are the limits?

  • Hard bounces - Our hard bounce limit is 5%. For reference, many ISPs prefer bounce rates under 2%.
  • Spam reports - Our spam complaint rate limit is 0.1% - yes, that's 1 in 1,000 messages sent. Spam reports are when the recipient actively clicks the "spam" button when viewing the email.
  • Direct complaints - If we receive a direct complaint to our abuse desk about your emails we may suspend email.
  • Unsubscribes - We will not warn or suspend you for a high unsubscribe rate.

If I'm suspended, what should I do?

We will always reach out within 24 hours of a suspension, even on weekends and holidays, and generally much sooner than that. If you need immediate assistance, you can email us, and we will try to contact you as soon as we can. Please include your Hub ID in your email.

In the meantime review the performance of your recent emails. If you already have an idea of what may have happened it will significantly expedite the process.