My email sending is paused: why it happens and how to resume it

Why does MB Suite pause an account's sending?

To protect the delivery of your emails. A hard bounce is an email that doesn't arrive because the address doesn't exist or rejects it permanently. When many addresses on a list bounce, email providers —Gmail, Outlook, and the rest— stop trusting the sender and send its emails to spam, or reject them outright. Since the campaigns of every MB Suite account go out through the same sending platform, stopping a list that bounces early protects everyone's delivery, yours included.

Today, MB Suite pauses an account when one of its campaigns or flows gets hard bounces on more than 5% of what it sent, and only once there are enough sends and bounces to judge the list: that way, on a small list, a couple of old addresses don't pause anything. Temporary bounces, like a full mailbox or a server that's down, don't count. The MB Suite team can also pause an account's sending by hand while it reviews the account.

What stops going out while sending is paused?

• Campaigns — none go out, either with Send now or through the API.
• Scheduled campaigns — if sending is still paused at their time, they don't go out: they go back to Draft with Not sent next to them (hover over it to see the reason).
• What was going out — it's cancelled: the campaign shows as Cancelled, with Sending was paused next to it (hover over it to see how many of the total went out), and what was left in the queue isn't sent.
• Flows — you can't activate any, and the ones in Active don't send: they still show as Active, and enrolled contacts wait at their step until sending is resumed.

The pause only applies to Email Marketing: your other emails keep going out, like your web form notices and MB Suite's notifications to your team. And each account is paused on its own: if you work with several, the others keep sending. Meanwhile, you can keep preparing campaigns, templates, and audiences, and even schedule campaigns: if sending has already been resumed by their time, they go out as usual.

Where do I see it?

• In Email Marketing — the We paused this account's email sending banner appears at the top of Overview, Campaigns, and Flows. It says since when, why (if it was due to bounces, which campaign or flow and at what percentage), and what to do to resume sending.
• In the notifications bell — the account's owners and admins get a notice (if the account doesn't have its own, its agency's do). Opening it takes you to Campaigns.
• When you send — if you try to send a campaign or activate a flow, MB Suite doesn't do it and tells you the account's sending is paused.

How do I resume sending?

• Clean the list. The addresses that bounced are already in Email Marketing > Suppressions (filter by Bounced) and won't get your emails again, but if a large part of the list didn't exist, there are probably more. Remove from your audiences any addresses you're not sure exist; with a large list, an email verification service helps.
• Write to support. Press Contact support on the banner: Help & Support opens so you can write to us without leaving the app. Tell us what you did with the list.
• We'll let you know once it's resumed. The MB Suite team resumes sending: the owners and admins get the notice in the bell, the banner goes away, and flows continue where they left off within a few hours.

What happens to the campaigns that didn't go out?

When sending is resumed, nothing that was cancelled or didn't go out goes out on its own: that way nothing reaches the list that bounced again. To send a Cancelled campaign with Sending was paused, use Duplicate: the copy is a new draft with the same audience, so before sending it make sure that audience is already clean, and keep in mind it would also reach whoever already got the original. The ones that went back to Draft with Not sent can be scheduled or sent again whenever you want.

What if the banner doesn't name a campaign or a flow?

Then the MB Suite team paused it while it reviews the account. The same things stop going out; to resume sending, write to us with Contact support.

How do I keep it from happening again?

• Send only to people who gave you permission to email them; don't use purchased lists.
• Before using a large or old list for the first time, run it through an email verification service.
• After each campaign, open it in Campaigns and compare Bounced with Sent: if it bounces a lot, review the list before the next send.

Sending emails and its acceptable use (consent, anti-spam, and content policies) are governed by the Terms and Conditions, which always hold the current version.