Last updated: June 28, 2023
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 and automated emails in workflows are not sent while marketing email is suspended.
Before marketing email sending is suspended, 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 Community.
There are two types of email suspensions:
You'll be notified about the suspension in a banner message in your email tool. After email sending is suspended, the email tool will remain locked. With a free CRM account, you cannot appeal the suspension.You can continue to use the other tools in your HubSpot account.
If your marketing email sending is suspended, HubSpot will guide you through the process of managing your contacts and submitting an appeal to resolve your suspension.
To appeal your email suspension:
After you submit your appeal, a HubSpot support specialist will contact you to gather more information if necessary, and the Email Deliverability Team will make a final decision whether to restore email access.
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.
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 email@example.com, or your fallback email address.
When email sending is suspended, a warning banner will appear in the CRM or the inbox and you won't be able to send an email.
You can appeal the suspension to resume email sending:
HubSpot will then review the appeal and make a decision regarding your email sending capabilities.
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 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.