Why was my account suspended?
GlassHive may suspend an account when its email activity creates a risk to email delivery.
The most common cause is a high bounce rate.
A bounce happens when an email cannot be delivered. A few bounces are normal, but a high number of bounces can tell mailbox providers that a contact list is old, incorrect, unverified, or collected without proper permission.
GlassHive expects your bounce rate to remain below 2%. An account that reaches or exceeds this limit may be suspended.
To understand what counts as a bounce, see Email Bounces in GlassHive: Hard Bounces, Soft Bounces, and Bounce Rate.
What happens when my account is suspended?
While the account is suspended, you will not be able to send emails through GlassHive. Your contacts are not automatically deleted. The suspension gives you time to clean your contact data before more emails are sent.
This protects:
Your company’s domain reputation
Your ability to reach inboxes in the future
GlassHive’s email infrastructure
Other GlassHive customers who may use shared sending systems
Why do bounces affect my reputation?
Mailbox providers such as Google, Microsoft, and Yahoo watch how email senders behave. They look at signals such as:
How many emails bounce
How many people report the emails as spam
Whether the sender is authenticated
Whether recipients open or interact with the emails
Whether the sender repeatedly emails old or invalid addresses
A high bounce rate makes future messages more likely to be blocked or sent to spam.
Why was I suspended if GlassHive already removes bounced contacts?
GlassHive does not automatically remove a contact from their current lists after a hard bounce. This allows you to make changes to the email address if necessary - such as correcting a typo.
GlassHive will also prevent future campaigns from being sent to that hard-bounced address. However, this only protects you from addresses that have already bounced. It does not confirm that the rest of the contacts in your account are valid.
For example, imagine that you sent a campaign to one list and 50 addresses bounced. GlassHive can exclude those 50 addresses. Your account may still contain thousands of other contacts from the same source that have not been emailed yet. Those contacts may have the same problems. That is why a suspended account must scrub all contacts in the account, not only:
The contacts that bounced
The affected campaign list
The most recent upload
The contacts shown in the Bounced list
For more information about how GlassHive handles hard bounces, see Email Bounces in GlassHive: Hard Bounces, Soft Bounces, and Bounce Rate.
What does “scrub your contacts” mean?
Scrubbing means checking your contact list for email addresses that should not be used.
This includes addresses that are:
Invalid
Misspelled
Fake
No longer active
Connected to expired domains
Old or unengaged
From an unknown source
Purchased or scraped
Not expecting email from your company
GlassHive does not validate every address before it is uploaded. You are responsible for checking your contact data.
GlassHive currently recommends using BriteVerify or NeverBounce for email validation. See Uploading a List for more information.
A validation tool can help identify bad addresses, but it does not prove that every person gave permission to receive marketing. You must also review where the contacts came from.
What must I do before my account can be reinstated?
1. Stop using the affected lists
Do not send, schedule, or prepare another campaign using the same contact data.
Sending the list through another email platform does not fix the list and may cause more damage to your domain.
2. Export all contacts from the account
The suspension process applies to the full account, not only the campaign that crossed the bounce limit. Export the contacts so the complete account can be reviewed. You can review how to bulk export contacts under, Bulk Actions For Contacts
3. Validate the email addresses
Run the full contact file through a trusted email-validation service.
Review the results carefully. Remove or correct addresses marked as:
Invalid
Undeliverable
Unknown
Malformed
Disposable
High risk
A validator may use different names for these results. Follow the validator’s guidance and do not treat an “unknown” result as proof that the address is safe.
4. Review where the contacts came from
Remove contacts when you cannot explain:
Where the address came from
Why the person would expect your email
Whether the address is still current
Whether the person gave permission to receive marketing
See Spam Traps, Purchased Lists, and Old Contacts for more information.
5. Correct or remove bad addresses
Fix clear typing mistakes only when you can confirm the correct address.
Do not guess. For example, changing person@gmial.com to person@gmail.com may look reasonable, but the corrected address could belong to a different person. Confirm the address before using it.
6. Upload the cleaned contacts
The recommended process is to upload the cleaned contacts into a new list and use only that list for future marketing.
When GlassHive asks how to handle contacts that already exist, choose the option that replaces the old information with the corrected information from your file when that is what your cleanup requires.
See Uploading a List for the current upload steps.
7. Confirm the cleanup with GlassHive Support
Tell Support that:
All contacts in the account were reviewed
The complete file was validated
Invalid and risky addresses were removed
Corrected contacts were reuploaded
Future uploads will be checked before use
Support may ask for more information about the list source or cleanup process.
8. Wait for the account review
After you confirm the cleanup, Support will submit or complete the account review.
Reinstatement is not automatic simply because a validation tool was used. The account must be reviewed to confirm that the required cleanup was completed.
Support will let you know when the account has been released.
How long does reinstatement take?
There is no guaranteed reinstatement time.
The amount of time depends on:
Whether the full account was cleaned
Whether more information is needed
Whether the account has been suspended before
Whether the activity created a larger reputation or blocklist problem
Whether additional review is required
Providing complete information the first time helps prevent delays.
What happens after repeated suspensions?
If the account is suspended more than once because of a high bounce rate, the case must be escalated. Repeated suspensions may show that the contact-acquisition or list-management process has not been corrected. GlassHive may require more information or additional corrective action before the account is released again.
What will not satisfy the cleanup requirement?
The following steps are not enough on their own:
Deleting only the addresses that bounced
Cleaning only the campaign list that caused the suspension
Promising not to use that one list again
Pausing scheduled campaigns
Saying the contacts came from another CRM or PSA
Uploading the same contacts into a different list
Moving the same list to another email service
Switching to another sending domain
Removing only the most recent upload
The full account must be reviewed and cleaned.
How can I prevent another suspension?
Before uploading or emailing contacts:
Use permission-based lists
Validate contacts before import
Remove old and inactive contacts
Review form submissions for fake addresses
Monitor bounce reasons after every campaign
Keep your bounce rate below 2%
Set up DKIM
Add DMARC to your domain
Avoid purchased, rented, scraped, or public lists
You can monitor your performance through Email Health Reports in GlassHive.