If you logged into Omnisend but got an Account Suspended message or maybe you just realized that you can't send any emails, our abuse-prevention system likely noticed something unusual about your account or the last email campaign you sent out.
In the majority of situations, Email Campaign sending is the only disabled feature. Your automation workflows and sign up forms won't be affected.
In this article, you will learn about common account suspension causes and how to resolve them.
Your online store is not fully set up
Your recent Campaign reported bad metrics
Issues with links in your Campaign
Issues with your contact list
API import is failing
⚠️ Your online store is not fully set up
To use our services, you need to connect your Omnisend account to your active online store:
- You need to ensure the store is launched and is no longer password-protected from the public;
- Your store needs to have a valid payment set up;
- You must have at least 3 products in your store.
If your store doesn't qualify with any of these requirements and you are not able to resolve them, contact our Support Team for further assistance.
⚠️ Your recent Campaign reported bad metrics
Since you are using Omnisend to send out your emails, your sending behavior may impact both your and our sender's reputation. If you are just starting with Omnisend or you were not sending any emails for a while, we will send your Email Campaign through the verification process.
During this check, we are sending your Campaign to the first batch of contacts that is around 1000 but might be smaller if you have fewer contacts in Omnisend. If that batch reports, the number of bounces that exceed our allowed limit of 4% or 0.1% of spam complaints, your account will be suspended. Our system will remove reported contacts automatically, but those that didn't pass the verification should be cleaned manually.
High bounce rate
To clean your contacts' list from bounces, we recommend checking it with one of the cleaning services, such as Mailgun, Neverbounce, myEmailVerifier, Quickemailverification. Only after you review your contacts' list for bounces and remove inactive contacts, our Support Team will be able to re-activate your account.
Follow the steps below, to verify your contacts with cleaning service:
Step 1: Export Subscribed contacts to the file.
Step 2: Check the exported list with the cleaning service and download the good contacts.
Step 3: Upload your clean list back to Omnisend, tag all contacts during import, for example, "valid contacts".
Step 4: Filter the contacts that don't have that tag using the rule TAG IS NOT -> unsubscribe those from your contact list.
Note! Make sure to select all contacts added to the Segment.
High Spam rate
To make sure your contacts are not reporting your emails as spam, you may remove those that subscribed a long time ago, didn't place any orders, and didn't show any activity recently.
Important note, if your Campaign says sent, but none of the emails went through, give it some time. Sometimes, it can take up to 30 minutes for the Campaign to be sent out.
Once you clean your list, reach out to our Support team, informing the method you have used and the number of inactive contacts you have recognized as inactive.
⚠️ Issues with links in your Campaign
Your account might get suspended if our system detects following problems with your campaign links:
- You are advertising external resources. If you used links that are not linked with 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 don't begin with the http:// or https:// protocol, they might break during send. You will need to 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 Campaign is not sent still, reach out to our Support team for assistance.
⚠️ Issues with your contact list
Omnisend takes compliance very seriously, allowing you to send your emails to opted-in contacts only. Therefore, we may request to provide the 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.
⚠️ API import is failing
The import from your online store keeps failing due to API not being able to connect. You might get this message if we are not able to get the data from your store. Most of the time, the problem is technical and related to the inability to access your store for contacts import and automation triggering.
If you have changed your store URL or website hosting recently, you should also change the URL in your Omnisend account Store Settings -> Contact information -> Website. 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 firstname.lastname@example.org, and we will check it for re-activation.