This article explains why an ActiveCampaign account may be placed under review or why a trial account may be suspended, what those statuses mean, and what steps to take next. These actions help protect email deliverability, maintain platform safety, and support compliance with ActiveCampaign’s Acceptable Use Policy and Terms of Service.
If your account is under review, your campaigns will not send until the issue is resolved. We recommend responding to any notifications and emails as soon as possible.
In this article, you'll also learn the most common reasons for account review or trial account suspension and how to get more information about your account status.
Free trial accounts
If you're on a free trial and need information about your account status, click the chat bubble in the bottom right corner of this article and select "I'm on a free trial" to contact us.
My account is under review
When we identify an issue with your account, we first send advance notice and warning emails to help avoid any interruption to your service. These messages are sent to the email address listed in the Account Email field on your Account Settings page and include details about the issue we found.
If the issue is not resolved, we may place your account under review. When that happens, we send another notification to the same Account Email address. We recommend responding as soon as possible to help restore service quickly.
When an account is flagged for review, we send an advanced notice and warnings to avoid an interruption in service. These messages are sent to the email address listed in the "Account Email" field. This field is on the Account Settings page. The messages will include a description of the specific issue.
In some cases, placing an account under review is necessary to address the issue(s) outlined in the notification and warnings. If an account is placed under review, another notification is sent to the customer to their "Account Email" address.
We strongly encourage you to respond to our message as soon as possible. This will prevent an extended disruption of service. You can either respond directly to the email or log into your Help account page at help.activecampaign.com and respond to the message there. You may also see an alert badge on your account page. You can view the message by clicking on the badge.
After reviewing your reply, we often change your account to "Active" Status. If we need more information, we will let you know immediately.
Reasons why your account is under review:
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Your spam rates are too high
Your account will be placed under review if we receive higher-than-normal spam complaints. Spam complaints are sent to us from Internet Service Providers (ISPs) and directly from subscribers. When this happens, our system automatically places your account under review, and we are immediately alerted. In addition, we conduct manual checks on accounts, and if we see high spam rates along with other indicators of "spamminess," we will place your account under review. -
Your bounces are too high
If we see that your account has too many bounces during our campaign approval process, we may place your account under review. A high bounce rate can indicate that your contacts list may not have properly opted in to receiving your communications or that the method you used to collect subscribers does not fit our policies or industry standard. -
Potential issues with links
If our system detects patterns on your links that could directly violate our terms, for instance, several redirects, linking to prohibited content, using link shorteners, etc., we may place your account under review. -
Billing issues
If you file a chargeback or if we can't verify payment, we may place your account under review. -
Term violation
This may originate from a campaign or import approval. If we see that your list is not opted-in or you are sending content included on our prohibited list, we will place you under review. Read our Terms of Service.
My trial account is suspended
Reasons for trial account suspension include:
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Abnormal behavior
If your account shows evidence of unusual activity patterns, we may suspend it while we review the account. -
Details that require verification
If some information cannot be quickly validated, we may need additional information before proceeding. -
Potential trust or safety concerns
If our systems detect signals that suggest risk to the platform, we may pause access as a precaution.
Signup information appears inconsistent
If account creation details do not align with typical trial activity, the account may be suspended for review.