SplashSend pauses an account's sending when too many of its emails bounce or are reported as spam. Email providers start putting that sender's emails in spam, and on the shared address that affects other SplashSend customers too. The pause gives you time to find the cause and put it right.

When it happens

Once at least 10 of your emails have gone out in the last 30 days, SplashSend works out two rates over that period. Sending pauses when either goes over its limit.

  • Hard bounces above 5% of the emails you sent. Soft bounces, such as full inboxes, don't count.
  • Spam complaints above 0.1%, which is one in every thousand emails.

The rates are checked after every campaign or Cruise send, and whenever a bounce or a complaint comes in. When sending pauses, we email you, and a notice shows at the foot of every page until you close it.

What stops

  • Campaigns and Cruise emails don't send. A campaign shows a message saying sending is paused.
  • Test emails don't send either.
  • Your forms stop taking answers.
  • Every drip that was on is switched off, and shows Draft on the Drips page. People part-way through a drip wait where they are.
While sending is paused, a campaign shows this message instead of going out.
While sending is paused, a campaign shows this message instead of going out.

Starting again

  1. Find where the bounces or complaints came from. In People, open Hard bounces and Complaints under We never email these. The Source column often points to one import or one form.
  2. Stop emailing anyone you can't be sure asked to hear from you. Tick them in the grid and click Unsubscribe. To delete someone instead, open them, click Actions and choose Delete person. Only the owner and admins can delete people.
  3. Click Account at the bottom of the sidebar and choose Message us, or reply to the email we sent you. Tell us what you found and what you've changed, and we'll lift the pause once the list is cleaned up.
  4. Switch your drips back on from the Drips page.
The Source column often shows where the bad addresses came from.
The Source column often shows where the bad addresses came from.

The rates still cover the last 30 days after the pause is lifted. For your next few sends, choose people who open your emails, such as a group where Engagement is Engaged.

Other reasons emails aren't going out

  • Your sender email isn't verified. Campaigns and Cruise emails can't send, and drip emails wait until you verify it. See Setting up your sender details.
  • An email doesn't pass the checks before sending, for example it's missing the unsubscribe link. See What's checked before an email goes out.
  • You've used this month's sends on the Free plan. Campaigns can't send, and drip emails wait until the allowance resets or you upgrade. See Understanding your plan limits.
  • Nobody has signed in for 30 days on the Free plan. SplashSend switches your drips off and emails you. Switch them back on from the Drips page.
  • Your account is due to close. Sending stops while it waits. Go to Setup → Close account and click Restore my account.