Suspended account – “poor deliverability rate”

Hello. I understand that support is not great for those with the free account, however, I can’t even use the account because you suspended service for having old accounts that “bounced.” I have removed them, so can you please reactivate my account?

Hi @jenjen65,

We do our best to support all of our users, but a faster support is part of the Premium features, so we prioritize paying users.

We will follow up with you about your account via email, okay?

That’s fine. It’s just that I had noticed that another user had the exact same issue as myself, and you personally replied within 10 hours that their account was reactivated. Naturally, I concluded my account would also be reactivated in a similar time. After all, there is no required coding or numerous diagnostics to run. Matter of fact, I “fixed” my own issue by removing the ‘bounced’ subscribers.

The issue I had is one that all MailPoet users have, at one point or another. Wouldn’t it be more efficient to have one support staff dedicated to pushing the “reactivate” button while the rest work on the errors etc. Better yet, have a feature that detects when the bounced category is deleted and automatically reactivate accounts.

Helloooooooo…

It’s been more than 6 days to simply REACTIVATE my account after I fixed the issue on the first day ??

By the way, ignoring people with free accounts does NOT inspire us to pay for the premium version.

Hello there @jenjen65 ,

We sent you an email regarding this with the email subject “account suspended for “poor delivery rate” to the email address: jenje******@yahoo.com.

Can you kindly check that email inbox for that email?

Kindly let us know if you received this email.

Looking forward to hearing back from you.

In my very first support message at the top of this page, I stated that I already deleted the bounced accounts.

I have been telling support for a full week now that I have already done this, and would appreciate the immediate reactivation of my account.

Hi @jenjen65,

Just to be clear about the situation, removing email addresses already marked by our plugin as “Bounced” is not enough to get the sending restored. I can share more context on the why with you.

First, email addresses marked as “Bounced” in the plugin are already added to our system suppression list, which means we won’t send them any other emails from MailPoet. In this case, removing them would not make any difference.

Second, when the threshold for hard bounces is reached, sending is paused for the account, which means that all the other emails still scheduled to be sent will be discarded. Most of the time, it means the system didn’t review all emails in the list because of that. If you reached the threshold after sending only a portion of emails with us, it’s likely that there are more invalid email addresses in your list that haven’t been reviewed by our system and marked as “Bounced”. That’s why we ask you to follow these steps to clean your entire list using a list cleaning service and then contact us once you’ve done it.

And because of that, it’s not possible to have a feature that detects when bounced emails have been deleted from the plugin to automatically reactivate the service for you.

I’m sorry that it took you so long for you to get a reply from our support team. We’ve been going through some internal changes this month, so we need our users to be patience with us while we adjust.

To clarify, even when the MailPoet Sending Service is paused, it’s possible to keep using the plugin by switching to another sending method, so you can continue getting subscribers through the form and sending emails.

Everything has been done correctly. Check it and see for yourself. Please reinstate my account.

Hi there @jenjen65,

Just to let you know, we’ve replied in your open support ticket to let you know that your account has been restored, along with some additional information regarding your domain.

Regards,