This list doesn't meet our import quality bar
What it means when an import fails our quality checks and sending is paused, and how to get the pause reviewed.
If your import card reads “This import couldn’t be processed, and sending is paused on your account”, the file you uploaded didn’t pass our list quality checks. The import stopped, and sending on your whole account is paused until we’ve reviewed it. To get it reviewed, email support@emailfig.com.
This happens at import time, before you’ve sent anything, so there’s no campaign or bounce report to explain it.
While the pause is on, nothing sends: no campaigns, no automations, no scheduled sends. You can still sign in, and your contacts, lists, reports and settings are all still there. There’s no self-serve way to lift it.
What a list that passes looks like
- The people on it gave you their address, knowingly, for this purpose: a signup form, a checkout, an event registration, a conversation you had.
- You collected it yourself. Lists that were bought, rented, swapped, scraped, or built by an “email append” service don’t clear the bar, however clean the addresses look.
- It’s reasonably current. Addresses collected years ago and never mailed go stale.
- It’s the list you’d be comfortable sending to today. If you’d hesitate to write “you’re getting this because you signed up at X” in the footer, that’s the signal.
See Why you shouldn’t send to purchased lists and the acceptable use policy.
How to get it reviewed
Email support@emailfig.com from the address you sign in with, and include:
- Where the addresses came from: the specific form, event, shop or system.
- When they were collected, and over what period.
- What people were told they were signing up for, and whether they ticked or clicked anything to agree.
- Whether the list has been mailed before, and by whom, and how recently.
Real detail helps; “our customers” is not an answer we can act on. We’ll either switch sending back on or tell you what would need to change.
What happened to the rows
Contacts written before the import stopped stay on your account. The import itself is marked failed and offers no retry: if sending is switched back on and you still want that data in, upload a file you’re confident about.