If you've logged into Omnisend and seen an "Account Suspended" message, or can't send Email Campaigns, your account triggered our abuse-prevention system. This happens when we detect high bounce rates, spam complaints, or policy violations.
What's affected: Campaign sending suspensions only restrict Email Campaigns. Your Automation Workflows (welcome series, abandoned cart) and transactional emails continue to send normally.
This article explains why accounts are suspended and how to resolve the issue.
Suspension Reasons and Resolutions
Your account may be suspended for several reasons, including issues with your store accessibility, deliverability metrics, or outdated or inactive contact lists. Below are all the possible reasons and how to troubleshoot them.
Note: If your campaign shows as “Sent” but no emails have gone out yet, it doesn't mean it's suspended. You need to give it a bit of time, as it may take up to 30 minutes for the campaign to start sending.
1. Your Store Isn't Fully Set Up
To use Omnisend, your online store must:
Be launched and publicly accessible (not password-protected).
Have a valid checkout page with a valid payment method configured.
Contain at least three products.
If your store doesn't meet these requirements, contact our Support Team via in-app chat or at [email protected].
2. High Bounce Rate (>7%)
If your first campaign or a recent campaign exceeds a 7% bounce rate, Omnisend will pause sending to protect your sender reputation.
Resolution: Clean Your Contact List
You can use Omnisend's List Cleaning to remove invalid or inaccessible email addresses that cause high bounce rates.
Step 1. Navigate to Reports→ Deliverability → Scroll down to Email list hygiene → Click Go to email list cleaning.
Step 2. Select if you'd like to clean your full list or a selected segment → click Clean my list → Continue to payment.
Step 3. Add your payment card details to be charged for the service.
Step 4. After cleaning completes, you have two options:
Automatically unsubscribe poor-quality contacts – Omnisend will automatically unsubscribe Poor Quality contacts; you can choose to unsubscribe other groups (disposable, unknown).
I want to unsubscribe poor-quality contacts myself – View the breakdown and manually unsubscribe any groups.
Step 5. If you select to manually unsubscribe contacts, you'll see a detailed breakdown of the cleaned contacts. We recommend cleaning poor-quality contacts right away.
⚠️ Important: You must click Unsubscribe and confirm. If you don't confirm, contacts remain subscribed, and your account will not be reactivated.
Manual Cleaning Option
If you prefer not to pay for list cleaning:
Create a segment of inactive contacts (use the Lapsed Email Subscribers preset segment or filter by "
have not opened message in past X days").Unsubscribe them manually.
Contact our Support Team for a deliverability review.
Note: Manual cleaning can't detect invalid mailboxes or spam traps. Omnisend paid list cleaning is more reliable.
3. High Spam Complaint Rate (>0.1%)
If more than 0.1% of recipients mark your email as spam, your sending will be paused. Omnisend automatically removes contacts who report your messages as spam. However, you still need to ensure your contact list is cleaned.
Resolution: Remove Inactive Contacts
Remove contacts who:
Subscribed, and;
Haven't placed orders or shown any activity or engagement with your messages and store recently (30/60/90 days based on your sending frequency).
Once you remove these contacts, reach out to our Support Team via in-app chat or at [email protected].
4. Issues with Campaign Links
Your account may be suspended if:
You're advertising external resources (links not tied to your store).
Links are broken, for example, missing
http://orhttps://.Links lead to low-quality domains.
Resolution: Fix Links and Resend Campaign
Create a copy of the campaign with the "Error" status.
Fix or remove the problematic links.
Send the corrected copy.
If you’ve fixed the links but the campaign still isn’t sent, contact our Support Team via in-app chat or at [email protected].
5. Compliance Issues with Your Contact List
We may suspend your account if:
Low-quality email addresses are detected, such as old lists, purchased lists, or spam bots.
You’re unable to provide proof of consent for your contacts when requested.
Resolution:
Remove old, inactive, or non-consented contacts.
Make sure your list collection practices comply with our Terms of Use and Anti-spam Policy.
Contact our Support Team with details about how you collected your list.
Checklist: Is Your Contact List Healthy?
Answer these questions to assess your list quality:
Was your Contact List collected more than a year ago?
Have you purchased or rented any lists?
Have you recently migrated from another email marketing platform?
Does your list include role-based addresses (e.g., info@, sales@)?
Did your contacts explicitly subscribe to receive campaigns?
Have you imported contacts from personal or business inboxes?
If you answered "yes" to any, clean your list before sending. Contact our Support Team after cleaning with details about your method and how many contacts you removed.
6. API Import Failing
If your store’s API connection fails, we can’t import contacts or trigger automations.
Resolution:
If you recently changed your store URL or hosting, update it in Store Settings → Store information
Wait 10 minutes, then log out and log back in.
If the issue persists, contact our Support Team.
Resume Your Paused Campaign
After list cleaning, your sending is restored, but the paused campaign won't automatically resume.
To send your paused campaign to the remaining contacts, follow these steps:
Step 1. Create a segment to identify contacts who have already received the paused campaign.
Go to Audience → Segments → Create segment → Create from scratch.
Add the filter: Message sent → Message title is → Enter your exact campaign title (e.g., "Summer Last Sales")
Save the segment (e.g., "Received Summer Last Sales").
Step 2. Copy the paused campaign.
Your paused campaign will show an "Error" status. Click the three dots (⋮) next to it → Copy.
Step 3. Send the copied campaign and exclude the segment.
When selecting recipients for the copied campaign, click Exclude segments and select the segment you created in Step 2.
This ensures only contacts who didn't receive the paused campaign will get the copied version.
FAQ
Does suspension affect automations and transactional emails?
No. Suspensions only affect Email Campaigns. Automation Workflows (welcome series, abandoned cart) and transactional emails continue to send normally.
I completed list cleaning, but my account is still suspended. Why?
You must confirm unsubscribing Poor Quality contacts. If you viewed results but didn't click "Unsubscribe" and confirm, contacts remain subscribed. Go back to list cleaning results and confirm the action.
Will my campaign automatically resume after list cleaning?
No. After list cleaning, your sending is restored, but the paused campaign won't automatically resume. You must copy it and resend it to contacts who didn't receive it.
Once you review your account and complete the necessary steps, contact our Support Team at [email protected] or via in-app chat, and we will check it for reactivation.