SES Account Suspensions

BigMailer Account Suspension

BigMailer automatically and manually reviews content of emails and may suspend an account if we identify  suspicious content or links. In cases of automatic review status we review accounts within 24 hours and notify customers only if an account has been re-activated or was suspended in error. If your account was suspended in error and you need to expedite a review you can reach us on live chat.

Amazon SES Account Suspension

If your Amazon SES account gets suspended, it's likely for the following reasons:

1. High bounce rate - above 10%. To prevent this from happening you should always validate your list prior to sending bulk campaigns, if you haven't engaged it in more than 1 month. A typical list decay rates are 2% per month for B2C lists and 3% per month for B2B lists.
2. High complaint rate - above 0.1%. On small volume campaigns, this number can be higher since there is no statistical significance, but this ratio is very sensitive on high volume campaigns.
3. Sudden change in sending volume. This may signal that your email list isn't growing organically and perhaps a list was purchased or harvested in some aggressive way. Always increase your daily sending volume gradually.
4. A combination of the following: close to high bounce and complaint rates that triggered a manual review for your account and your messaging (email content) was determined to be confusing in regards to the sender of the message. For example, your links, logo, and messaging in the email don't match the sender identity used. This is a common challenge for businesses or consultants that work with 3rd party services (e.g. mortgage and insurance quotes).
5. Low engagement (opens and clicks) rate for a long period of time on high volume. Open rates below 2%.

To get your account out of suspension we recommend you write a message to Amazon explaining what issue you have identified and what measures you put in place to prevent the issue going forward (see list above) and request account reinstatement. You can refer to this FAQ article about suspensions and steps to take to resolve. Please note that Amazon isn't likely to provide you with the reasons for account suspension, so you may need to troubleshoot your recent activity using the list above in order to identify the issue and find a way to mitigate. Here are some examples of possible issues you may need to resolve:

1. Validate your list to lower a bounce rate (a healthy bounce rate is below 5%).
2. Lower your complaint rate by making your Unsubscribe message more clear and link easy to locate.
3. Eliminate confusion about why someone is getting a message from you or your relationship to the brand you are communicating on about or on behalf of (e.g. adding a brand logo into the email template or explain why a user is getting a communication from you in the footer where Unsubscribe link is).

If you need assistance with this please reach out to us via chat.