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Troubleshooting Suspended Account
Troubleshooting Suspended Account

Learn about common reasons why your Omnisend account can get suspended

Ira avatar
Written by Ira
Updated over a week ago

If you logged into Omnisend but got an Account Suspended message, or maybe you just realized that you couldn't send any emails, our abuse-prevention system likely noticed something unusual about your account or the last email campaign you sent out.

In most 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

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 three products in your store.

If your store doesn't qualify with any of these requirements and you cannot 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 starting with Omnisend or 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, which is around 1000 but might be smaller if you have fewer contacts in Omnisend. Your account will be suspended if that batch reports the number of bounces that exceed our allowed limit of 4% or 0.1% of spam complaints. 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, or 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 and 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.

High Spam rate

To ensure 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: Give it some time if your Campaign says sent, but none of the emails went through. Sometimes, the Campaign can take up to 30 minutes to be sent out.

Check-list of Healthy Contacts in Omnisend

The questions below will let you define your list quality and fix any issues you may have. Please read them carefully.

  • Did you collect your mailing list longer than one year ago?

  • Have you purchased or rented any mailing lists?

  • Have you migrated from another email marketing provider?

  • Do you have a lot of role-based email addresses?

  • Did your contact subscribe to your email campaigns?

  • Have you imported contacts from personal/business inboxes?

Once you clean your list, contact 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 the 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 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 Campaign is still not 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 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 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 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 -> 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 at [email protected], and we will check it for re-activation.

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