Last updated: November 17, 2020
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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 banner in your email tool about a problem detected by the deliverability protection system. The banners contain 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.
To appeal your email suspension:
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.
The primary point of contact on your account and your Customer Success Manager will both receive an email from the Email Deliverability Team. This email will provide more information about the suspension, and steps you can take to resolve the problem.
Work directly with the team and your account manager on next steps. Replies to the original email thread will get a response within one business day.
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.
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