If you tried sending an Email Campaign and saw a message that email sending was paused, our system detected activity that needs review, this could be a high bounce rate, spam complaints, or other deliverability issues. This is a precaution to protect your sender's reputation.
If you're a legitimate business, don't worry - you can resolve this by cleaning your contact list or providing proof of your legitimacy to our Support Team. Continue reading to learn more.
Why Did My Account Get Paused?
Our system tracks the number of activities done on a particular account and acts immediately if there are any unusual actions taken. These actions might include any of the following:
Your payment methods in the store are not set up properly (clients cannot pay you).
The store has no orders.
Your store does not have any contacts.
Your campaign is advertising external resources (links do not go to the store linked with an account).
Your online store is not yet publicly launched.
Links used on a campaign are broken.
Links used on a campaign lead to low-quality domains.
The imported contact list does not fully correlate with one from your online store.
Low-quality email addresses have been found on your contact list (very old contact lists, purchased contact lists, spambots). If you are on the Shopify e-commerce platform, we suggest using Spambot Hunter to get rid of spambots. We also highly recommend enabling our built-in reCAPTCHA for your signup forms.
Your campaigns reported bad metrics: complaint rate greater than 0.1% of all recipients (that's 10 complaints for every 10,000 recipients), bounce rate greater than 7% of all delivered emails, and unsubscribe rate greater than 2.5%.
⚠️ What's affected: Campaign sending suspensions only restrict Email Campaigns. Your Automation Workflows (welcome series, abandoned cart) and transactional emails continue to send normally.
What to Do When Your Account Is Suspended?
While your account might get paused, this does not mean that you are considered to be a bad actor right away.
If your campaign landed in spam, check this article on how to deal with Campaigns landing in spam.
You can contact our Support Team at [email protected] and provide more info about your business to get the email sending reactivated. Here is what will help in resolving this quicker:
Provide a short description of your business (What do you do? How old is it?),
Let us know how you have collected your subscriber list (Do you have any signup forms?),
Let us know if you migrated from another email marketing service provider.
This information will help us better understand your situation and proceed with the needed actions.
Note: Paused campaigns cannot be resumed or restarted. Once a campaign is paused, it will remain in "Error" status. To send to the remaining contacts, you must copy the campaign and send the duplicate.
See Troubleshoot a Suspended Omnisend Account for detailed step-by-step instructions on how to exclude contacts who already received the original campaign.
FAQ
How do I resume a paused campaign?
You cannot resume a paused campaign directly. Once paused, the campaign will remain in "Error" status. To send to the remaining contacts, copy the campaign, create a segment to exclude contacts who already received the original, and send the copy to your cleaned list. See full steps.
Will my Automation emails stop?
No. Campaign sending suspensions only restrict manual Email Campaigns. Your Automation workflows and transactional emails continue to send normally.
Where do I find my campaign ID?
Go to Campaigns → click the three dots (⋮) next to your campaign → View Report. The campaign ID appears in the browser URL.
Why does my new campaign show "paused" with a yellow highlight?
A yellow "paused" highlight (not red) means your campaign is undergoing verification, which typically takes about 60 minutes. This is normal. Once verification is complete, the campaign will begin sending automatically.
Can I clean my list manually without paying for Email List Hygiene?
You can manually unsubscribe bounced or inactive contacts, but there's no reliable way to identify hidden deliverability risks (invalid mailboxes, spam traps) just by looking at your list. For reliable results, we recommend using Omnisend's Email List Hygiene tool ($0.20 per 100 contacts) or a reputable third-party service.
If you prefer to clean manually, contact our Support Team with proof of your cleanup (screenshots of contacts removed) so they can review whether your account can be reactivated.
Need extra support? Contact our award-winning team via the in-app chat or email [email protected].