Account Suspension and Tips on How to Avoid It

In order to protect our customers, email sending reputation, and deliverability your email sending could be temporarily paused or permanently suspended. 

Some of the reasons for that include:

What happens when my account gets suspended?

When this happens, you will receive an email from our customer success department that your email sending has been paused explaining the issue and asking for additional information and/or providing possible solutions. 

During the pause, your sending is disabled, but all other interactions with the platform will continue to work (logging in, API requests, accessing your data, etc.).

We know you have a business to run and we are certainly not trying to hold you up! We want to ensure that you and everyone using Encharge benefits from the best deliverability possible.

Best email sending practices to avoid account suspension

If you follow the email sending practices shared below you should never have to face account suspension.

1. Email only solicited contacts

Importing or emailing unsolicited contacts in Encharge is prohibited and your account could get permanently suspended if you fail to adhere to this rule.

2. Ensure that you are not emailing unsubscribed people

When importing your contacts in Encharge, ensure that you are not importing any unsubscribed people. If you're importing unsubscribed contacts it's critical that they are correctly mapped as unsubscribers in Encharge — i.e., they must have the Unsubscribed field value of "true".

3. Avoid doing old list warm-ups

Warm-ups or re-engagement campaigns for dormant contact lists are prohibited in Encharge. You can learn more in this article.

4. Auto opt-out people that have not engaged with you in the last 6 or 12 months

Create a new segment of people and use the Field condition "Last activity" is more than 365 days. Avoid emailing people from that segment. You can even unarchive them to free some space on your account limit.

Alternatively, you can sunset people that have not opened any of your emails in the last 365 days using the Email Activity condition as demonstrated below:

5. Make it easy to unsubscribe

Show an additional unsubscribe link somewhere close to the top of the email. This helps push your contacts toward unsubscribing from your list instead of marking your email as spam. However, note that warm-up/re-engagement campaigns are not allowed (as explained in point 3).

6. Make it easy for them to remember who you are

Your subscribers receive a ton of emails on a daily basis, so it's to forget why they subscribed for your emails. To help them remember why they are receiving emails from you add a note at the top of your message indicating how they were added to your audience.

7. Welcome new subscribers

Send a welcome email or a sequence of onboarding messages after people sign up. This is a great opportunity to introduce yourself, and your brand, and set the right tone and expectations when it comes to your email communication.

8. Add your domain

Add your email domain to Encharge and ensure that the emails are coming from the same domain as the one that your subscribers signed up on.

9. Send personalized emails

Avoid mass email blasts. Send personalized emails with relevant information to small targeted segments of people.

10. Send regularly and on schedule

You don't want people to forget about you. Send at least one email every other month. 

11. Don't send too many emails

Sending too many emails, however, can have the opposite effect. Emailing your audience every day for 30 days or longer would likely irritate them and lead to an increase in your spam reports.

12. Start with a brand new audience

You might be asked by our team to archive all of your existing contacts (people in Encharge) and start building a new contact list from scratch.

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