Resolve a suspended email sending account

Last updated: October, 2026

If you try to send a broadcast or workflow email and see a message that your community’s email sending has been suspended, this article explains why that happens and what to do next. It covers automatic suspensions triggered by complaint or bounce activity.

ℹ️ Note: This article does not cover sending volume limits, which work separately. For those, see Understanding email sending limits.

❗ Important: Removing or unsubscribing the contacts who marked your email as spam does not lift a suspension on its own. The suspension is based on your sending activity over a recent time window, so past complaints and bounces stay counted until that window passes or our team reviews your account.

There are a few reasons why your email sending may be suspended:

• High spam complaint rates: A large number of recipients mark your emails as spam.

• High hard bounce rates: Emails can’t be delivered permanently because of an invalid address or domain.

• High unsubscribe rates: A large number of recipients unsubscribe from your emails.

Key things to know about suspended emails

• Resolving a suspension is case by case, so there’s no fixed timeline. It depends on your list and how quickly you address the underlying cause.

• Your community and its other features are not affected. The suspension only blocks marketing broadcasts and workflow emails from sending.

Knowing the cause tells you what to fix before you reach out to the support team.

1. Check your recent broadcasts and workflow emails for unusually high spam complaints or bounced deliveries.

2. Look for sends to contacts who were imported in bulk, purchased, or invited but never joined your community. Those contacts are common sources of both complaints and bounces.

3. Review whether your content or subject lines could be seen as misleading, irrelevant, or unexpected by recipients.

Common causes of suspension

• High complaint rate: A meaningful share of recipients marked your emails as spam. This usually means the content was unwanted, irrelevant, or unexpected. Often, contacts didn’t explicitly opt in, or the subject line didn’t match the content.

• High bounce rate: A meaningful share of your emails were rejected by recipients’ mail servers. This is usually because addresses are invalid, inactive, or came from an outdated or purchased list.

Add instructions on how to access the contact list

1. Review contacts who were invited but did not join.

2. If you want to keep those contacts as invited, unsubscribe them from marketing emails.

3. Remove contacts from purchased, scraped, or unverified sources.

Our team reviews suspended accounts individually before restoring sending.

1. Ask Circle AI to connect you with our support team.

2. Include your community name or ID.

3. If you have an idea of the cause, describe it (for example, a recent contact import or a specific broadcast).

4. Let us know if you’ve already cleaned up your list.

This is expected if the activity that caused the suspension is still inside the recent-activity window our system uses. Contact support. We can review your account and manually resolve the suspension once the cause is addressed.

Contact support with your community details. We can review your recent sending activity and share what we’re seeing.

• Understanding email sending limits

• Unsubscribe contacts from email marketing