My account was suspended

Sending policy & reviewUpdated

What a suspension stops, what it leaves untouched, and what to send us to get it reviewed.

Nothing has been deleted. A suspension stops sending across your whole account (campaigns, automations and signup confirmations), but everything else still works. You can sign in, and your contacts, lists, templates and reports are where you left them. There’s no self-serve way to lift a suspension: email support@emailfig.com with the details below, and a person will look at it.

What you’ll see

  • An email, subject Your EmailFig account has been suspended
  • The Sending health card reads Sending paused
  • Clicking send returns Can’t send yet: account is suspended
  • The review step’s What’s left panel shows Your account isn’t ready to send yet
  • Your hosted signup forms and landing pages show This form isn’t available

If the suspension came from an import, the import’s card says so: “This import couldn’t be processed, and sending is paused on your account.” See This list doesn’t meet our import quality bar.

Double opt-in stops confirming quietly. Confirmation emails are sends, so they stop too. Anyone who signs up while the account is suspended won’t get their confirmation and won’t become a subscriber.

What happens to work in progress

Anything mid-send stops. Depending on why the account was suspended, we may also have cancelled scheduled campaigns, and a campaign part-way through sending may end up canceled.

A cancelled campaign never restarts when a suspension is lifted. If the campaign was legitimate, re-schedule it or duplicate it into a fresh copy once the account is clear.

Why it happened

A suspension follows a clear breach of the Acceptable use policy, most often a list that doesn’t meet the import quality bar, or campaigns blocked repeatedly during content review. We keep the exact signal general, but we’ll tell you what we’d need to see to lift the suspension.

Getting it reviewed

Email support@emailfig.com and include:

  • The email address you sign in with
  • Your sending domain
  • What you were sending, and to which list
  • How the people on that list opted in: the form, the checkout, the contract, and roughly when. This is the single most useful thing you can send us.
  • If an import triggered it: when you uploaded the file, and where it came from

Don’t reply to the suspension email itself, which is sent from an unmonitored address. A real person reads your message and replies.