# Our Software Email Bounce Suspension

## Our Software Email Bounce Suspension

Email sending will be suspended for having a high hard bounce rate. Email providers and anti-spam networks monitor bounce rates for every email you send and use that information to suspend email sending for your accounts with high bounce rates. If your account has a high bounce rate this will impact your deliverability.

In this article, you will learn about

1. Bounces
2. Causes of an account suspension
3. How to fix the hard bounce

#### **What Are Bounces?**

A bounce occurs when an email was not delivered or rejected by the recipient's email provider.

There are two types of bounces:

**Hard** bounces occur when an email address does not exist.

**Soft** bounces are temporary failures that include reasons such as the recipient server being down or the mailbox being full.

#### **Causes of an Account Suspension**

We have thresholds in place to monitor bounce rates and if a Bounce rate exceeds the industry threshold which is below 5%, email sending may be suspended.

A high bounce rate indicates that the account is sending emails to contacts that are invalid emails. This may also mean that external spam filters are refusing to deliver emails due to bad sending behavior in the past. A good bounce rate is typically in the range of 0 - 3%.

During the email-sending suspension, only email-sending will be disabled all other features will be working.

#### **How to Fix the Hard Bounce and Activate the Account?**

When email sending has been suspended, you will receive an email to the accounts email address to do the below step:

Please review recent campaigns, workflows, and/or bulk messages sent from the account mentioned and make relevant changes.

1. Stop all workflows, campaigns, triggers, and/or bulk actions to contacts who have yet to explicitly opt to receive email from the sub-account.
2. Validate all contact emails to ensure you only send emails to real/working/active emails.
3. Please respond to the email as soon as possible with the proof of opt-in, opt-in forms/funnels, and examples of unsubscribe tags in your recently sent email.

Once you complete the email validation and respond to the email with the proof, our Support Team will follow up with you to help activate the account.

## **How to Prevent Future Account Suspension:**

You should be able to send emails 24 hours after the resolution of this non-compliance email.

Learn more about email statistics in the help library for further clarification on this matter.

### **Email Best Practices:**

#### **1. Email Validation**

Since we are not showing any reporting on which contacts are bounced. If those contacts were uploaded from previous options, we highly recommend **validating all existing contacts** before sending them.

Reach out to your accounts team about enabling re-validation for 90 days.

The bounce emails will be marked as invalid emails, so you don't need to tag them as invalid emails will not be picked in the campaign/bulk/workflow.

## **2. Set Up Your Dedicated Domain**

Please review the articles in our help library for further details on dedicated sending domains

####

#### **3. Configure the Sender Email That Matches the Dedicated Domain You Set Up**

Please review our articles “Masking Sender Emails - From Name & Address” and “Email Authentication - DMARC”

Example: If you set up replies.yourcompany.com, you can send from [sender\_name@company.com](mailto:sender_name@company.com)

#### **4. Schedule the Emails in Little Batches**

Please review the article in the help library for further details on Bulk Action delivery options

#### **5. Set Up Double Opt-In**

Please review the articles in the help library for further details.

**Note:** To set up double opt-in for future setup, please include a checkbox to ensure the lead gives consent when filling out the form if that's where the leads opt-in:

You can set up a checkbox like this:

By providing your name and contact information, you are expressly consenting to receive communications from COMPANY\_NAME or one of their licensed agents, which may include phone calls (including to any wireless number that you provide), including automatic telephone dialing systems or by artificial/pre-recorded messages text message and/or emails for the purpose of marketing insurance products and services including health, medicare, and life insurance plans. By providing your information, you understand that your consent is not a condition of the purchase of any product or services, and carrier messaging and data rates may apply. You may revoke this consent at any time by calling us at 1-800-000-000 or emailing us at EMAIL\_HERE to be placed on our do-not-call list.

####

#### **6. Set Up Unsubscribe Links**

Please review the articles in the help library about unsubscribe links.
