Did you receive a message that your SendLayer account was suspended? Don’t worry! While it can be frustrating to have an interruption in your service, you should be up and running again in no time.
In this post I’ll explain why these temporary suspensions are necessary to maintain the quality of service for all SendLayer users, what you can do to get your account reinstated, and how to avoid any future suspensions.
Why Does SendLayer Suspend Accounts?
At SendLayer, maintaining a secure, high-quality email delivery system is our top priority. Temporary suspensions are sometimes necessary to ensure the best possible experience for all users.
Here are the most common reasons why an account may be suspended:
1. New Domain
If you’ve recently created a SendLayer account with a newly registered domain or added a new domain to your account, your account might be temporarily suspended while our support team ensures that your website and business are genuine.
New domains don’t yet have an established reputation, which is why we manually review all recently registered domains. Unfortunately, some users may register new domains to engage in activities that violate SendLayer’s acceptable use policy, such as sending spam or other unauthorized emails.
As a trusted transactional email service, we must protect the reputation of our sending IPs. This requires us to carefully review new accounts to ensure they comply with our policies and are using the service as intended.
If your account has been suspended due to a new domain, there’s no need to worry! You can still use SendLayer, and you don’t have to wait for your domain to age (though we recommend starting with a domain warming process to gradually build its reputation).
Our team manually reviews all new accounts based on the information you provide about your website and the type of emails you’ll be sending. In some cases, we may ask for additional details, but most accounts are reactivated quickly once the review is complete.
2. Too Many Spam Complaints
Your account may be temporarily suspended if your spam complaint rate exceeds our thresholds.
At SendLayer, we have strict spam rate limits to ensure the integrity of our email delivery system and protect all our users. These limits apply to monthly, weekly, and daily email activity, allowing us to maintain a healthy sender reputation with email providers.
A high spam rate indicates that recipients are flagging your emails as unwanted or unsolicited. While this is sometimes due to genuine mistakes, it can harm the deliverability of emails for all SendLayer customers.
For this reason, we proactively monitor spam complaints and pause accounts that exceed our daily, weekly, or monthly spam rate thresholds.
These limits are in place to ensure email providers continue to trust emails sent through SendLayer.
What If My Spam Rate Was Exceeded Accidentally?
We understand that exceeding these thresholds can sometimes happen for innocent reasons. Rest assured, we’re here to help you get back on track.
When your account is suspended for a high spam rate, we take the following steps:
- Review Your Emails: Our support team will examine your recent emails to identify the cause of the high spam rate.
- Provide Feedback: In many cases, we’ll share insights on what went wrong and offer tips to improve your email practices going forward.
- Reinstate Your Account: If the spam complaints are found to be unintentional or the result of correctable issues, we’ll reactivate your account as soon as possible.
After your account has been reinstated, it’s a good idea to follow email best practices and check out our tips on how to reduce your spam rate to avoid any future issues caused by too many spam complaints.
3. Spam Emails Detected
Your account may be flagged if our system detects the possibility of spam emails being sent from your website. Unlike spam complaints, this situation arises when our system identifies emails that appear suspicious and could potentially be classified as spam by recipients.
Spam detection occurs when our system notices unusual email activity, even if it hasn’t resulted in actual spam complaints. A common example is emails that appear to be generated automatically by contact forms, registration forms, or other website submissions.
These emails are often sent to your own email address, which is why they may not trigger direct complaints but still raise red flags in our monitoring system.
Our goal is to ensure that all emails sent through SendLayer maintain the highest standards of quality and compliance. Detecting potential spam helps us prevent problems before they escalate into deliverability issues or account suspensions.
If you’ve received a notice about spam emails, here are some steps you can take to resolve the issue and prevent further occurrences:
1. Check Your Forms and Website Submissions
Review your website forms (e.g., contact forms, registration forms) to ensure they are protected against spam submissions. Spambots are a common cause of this type of flagged activity.
2. Enable Spam Prevention Measures
You should enable CAPTCHA or reCAPTCHA on your forms to reduce spam submissions. You can also use email verification tools to block fake email addresses and set up form validation rules to filter out suspicious entries.
Take a look at our form spam prevention tips for more advice about protecting your website and email activities.
3. Monitor Your Account
Keep an eye on your account activity and email reports. If you notice unusual spikes in email volume or suspect spam-related issues, take immediate action to investigate and resolve them.
4. Ask Us to Help
If you receive a spam warning from SendLayer, we’ll be happy to review your website and help you to spot any potential problems with forms, captchas, and other spam protection.
While flagged emails themselves may not result in complaints, ongoing spam activity increases the risk of your emails being marked as spam by recipients. Remember, exceeding the spam complaint threshold could lead to a suspension of your SendLayer account. Taking proactive steps now can help you avoid this outcome.
4. Private or Under-Construction Website
Your account might be suspended if the website linked to your SendLayer account is private, under construction, or inaccessible.
For example, if our team attempts to review your website and encounters a message like “This site can’t be reached,” it raises a red flag. Per our acceptable use policy, all SendLayer accounts must be associated with a working domain and a live website.
A live website allows us to verify the legitimacy of your business and ensure that the emails you send align with our acceptable use policy.
If your account has been suspended for this reason, follow these steps to get it reinstated:
1. Make Your Website Public
Ensure your site is accessible to the public and not restricted by passwords or privacy settings.
2. Fix Any Technical Issues
Check your domain settings, hosting configuration, and DNS records to resolve any errors preventing your website from loading.
3. Complete Your Website Setup
If your site is still under construction, publish at least a basic landing page with information about your business or services.
Once your website is accessible and meets our guidelines, let our support team know, and we’ll review your account promptly to reactivate it.
That’s it! Now you know why your SendLayer account might have been suspended.
Next, would you like to learn how SendLayer helps to keep your spam complaint rate low automatically? Check out our guide to suppression lists for more information about this handy feature.
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