Causes for Store Email Suspension and How to Resolve It

To protect platform security and ensure high email deliverability, SmartPush may suspend a store’s ability to send emails under certain conditions. This article explains common reasons for suspension and how to request a review.

In This Article

• Common Reasons for Suspension
• How to Submit a Review Request
• What We Review
• When We Cannot Restore Access

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Common Reasons for Suspension

Your store may be suspended for one or more of the following reasons:

1. Prohibited or High-Risk Content
   • If your emails contain illegal or harmful material—such as counterfeit products, adult content, gambling, drugs, or scams—our Risk Control Team will suspend your store immediately.
2. Suspicious or Fraudulent Activity
   • Activities like fake store registration or other abnormal behaviors may trigger automatic suspension by our system.
3. Poor Sending Performance
   • We monitor key email performance metrics, including:
     1. Unsubscribe rate
     2. Bounce rate
     3. Complaint rate

If these metrics exceed safe thresholds, your store may be temporarily suspended to protect overall deliverability.

Note: If your performance starts to decline, you’ll receive early warning notices. Please take action promptly to avoid suspension.

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How to Submit a Review Request

Suspensions are not lifted automatically. To request a review, please email us at [e-mail] with the following information. We will evaluate your case as soon as possible based on the details you provide.

• Business Use Case: Briefly describe what kind of emails you send (e.g. product updates, promotions, order confirmations).
• Contact Collection Method: Explain how your contacts were acquired (e.g. customer signups, purchases, opt-in forms).
• Improvement Plan: Describe the steps you’ll take to improve email practices (e.g. cleaning your list, adjusting content, reducing frequency).

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What We Review

We’ll assess whether your email content and business model comply with SmartPush policies.

We’ll check if your sending domain is blacklisted by Spamhaus or other global blocklists.

If we detect serious violations—such as phishing, impersonation, or excessive spam—your request may be denied.

Notes:

• If your domain is listed on Spamhaus, we won’t be able to restore access.
• You can check your domain here: https://mxtoolbox.com/emailhealth

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When We Cannot Restore Access

We may permanently deny reactivation in the following cases:

• Your domain is blacklisted by Spamhaus or similar services.
• Your emails impersonate other brands or contain fraudulent content.
• Your sending behavior seriously impacts platform performance or reputation.
• Your content is clearly spammy or misleading.