If you’ve logged into Omnisend and seen an “Account Suspended” message, or noticed that you can’t send email campaigns, your account may have triggered our abuse-prevention system. This usually happens when something unusual is detected in your account activity or a recent campaign.
In most cases, only email campaign sending is temporarily disabled. Your automation workflows and signup forms will continue to function as expected.
This article explains the most common reasons for account suspension and how you can resolve the issue.
Suspension Reasons and Troubleshooting
Your Online Store is not Fully Set Up
To use Omnisend, you’ll need to connect your account to an active online store that meets the following requirements:
The store must be launched and publicly accessible (not password-protected).
A valid payment method must be set up.
Your store must contain at least three products.
If your store doesn’t meet these requirements and you’re unable to resolve the issue, please contact our Support Team for further assistance.
Your Recent Campaign Has Negative Metrics
Since you are using Omnisend to send out your emails, your sending behavior may When using Omnisend to send email campaigns, your sending behavior can affect both your own sender reputation and ours. If you're new to Omnisend or haven't sent emails in a while, your first campaign will go through a verification process.
During this check, your campaign will be sent to a small batch of contacts, typically around 1,000, or fewer if your list is smaller. If this batch generates a bounce rate above 7% or a spam complaint rate above 0.1%, your account will be suspended.
Contacts that report your email as spam will be removed automatically by the system. However, any contacts that result in bounces but pass the spam threshold should be cleaned manually before your next campaign.
High Bounce Rate
Any effective email marketing strategy starts with a healthy, well-maintained email list. The long-term success of your marketing campaigns and automations and the overall success of your emails depend on good email hygiene practices. List cleaning is one of the best practices in email marketing that allows you to keep your subscribers' database up to date. It is the practice of removing faulty and outdated emails from your contact audience.
Step 1. Navigate to Reports→ Deliverability → Scroll down to Email list hygiene → Go to Email list hygiene → Go to Email List Cleaning.
Step 2. Here, you can decide whether to clean your full list at once (click Clean my full list) or individual segments by selecting them from the dropdown menu.
Step 3. Select if you'd like to clean your full list or a selected segment → click Clean → Continue to payment.
Step 3. Add your payment card details to be charged for the service. You may also want to save this data for further payments.
Step 4. Once we identify the poor-quality contacts, you will get two options:
Automatically unsubscribe poor-quality contacts for me; If you select this option, we will automatically unsubscribe poor-quality contacts for you; you will still have the option to choose if you want to unsubscribe other groups of contacts (disposable, unknown, etc).
I want to unsubscribe poor-quality contacts myself; You will get the breakdown of contact analysis and will be able to manually unsubscribe any poor-quality contacts or other groups of contacts (disposable, unknown, etc). Described in Step 5.
Step 5. If you select to manually unsubscribe contacts, you'll see a detailed breakdown of the cleaned contacts. We advise cleaning poor-quality contacts right away.
High Spam Rate
To ensure your contacts are not reporting your emails as spam, you may remove those who subscribed a long time ago, didn't place any orders, and haven't shown any activity recently.
Important: 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.
Checklist of Healthy Contacts in Omnisend
The questions below will help you assess the quality of your contact list and identify any potential issues. Please read each question carefully:
Was your mailing list collected more than a year ago?
Have you purchased or rented any mailing lists?
Have you recently migrated from another email marketing platform?
Does your list include a high number of role-based email addresses (e.g., info@, sales@)?
Did your contacts explicitly subscribe to receive your email campaigns?
Have you imported contacts from personal or business inboxes?
If you answer “yes” to any of these, it’s recommended to clean your list before sending. Once done, contact our Support Team and let us know the method you used and how many contacts you identified as inactive.
Issues with Links in Campaigns
Your account might get suspended if our system detects the following problems with your campaign links:
You are advertising external resources. If you used links that are not linked to your store, make sure you go back to that campaign and remove them.
Links used in your Campaign are broken. If the web links you used begin with something other than the http:// or https:// protocol, they might break during send. You must change your links before you try to send the Campaign again.
Links that are used in your campaign lead to low-quality domains. You will have to change those links before you can resend your Campaign.
To resend the Campaign with the Error status, create a copy and send a copy of the Email. If you fixed the issues with links, but the campaign has still not been sent, contact our Support Team for assistance.
Issues with Your Contact List
Omnisend takes compliance very seriously, allowing you only to send your emails to opted-in contacts. Therefore, we may request that you provide proof of the opt-ins and how you collected them.
We can suspend your account if low-quality email addresses have been found on your contact list. Those could be old contact lists, purchased contact lists, spam bots, etc. Be sure to check your subscriber lists regularly and delete the old and inactive contacts.
Always stay compliant with our Terms of Use and Anti-spam Policy.
API Import Failing
The import from your online store keeps failing due to the API not being able to connect. You might get this message if we cannot get the data from your store. The problem is usually technical and related to the inability to access your store for contacts import and automation triggering.
If you have recently changed your store URL or website hosting, you should also change the URL in your Omnisend account to Store Settings → Contact information. Wait for 10 minutes and re-login. If that message remains, reach out to our Support Team for further assistance.
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.