Whether you are a new or seasoned user, you may find that your account has been placed under review. When your account is under review, no emails will send.
Placing an account under review is something we try to avoid at all costs. We will provide you with advanced notice and warnings if we see that your account is violating any rules so that you do not experience an interruption in service. These warnings are emailed to the Notification Email on record for your account and will include a description of the specific issue.
In some cases however, placing an account under review is necessary so we can be sure the issue is addressed. When your account is placed under review, we will send another notification via email to the Notification Email on record for your account. We will need you to respond to this message in order to clear things up so you can resume sending emails.
The purpose of our account review process is to ensure that all of our customers maintain excellent deliverability and to prevent abuse of our platform.
Reasons why your account is under review
The possible reasons for this review can be:
Your spam rates are too high -Your account will be placed under review if we receive higher than normal spam complaints (sent to us from ISPs and sent to us directly from subscribers). When this happens, our system automatically places your account under review and we are alerted right away. 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- During our campaign approval reviews, we may place an account under review if we see that your account has too many bounces. If you have a high bounce rate, that could be a sign that you may not have direct permission to send to your subscribers or that the method you used to collect subscribers does not fit our policies or industry standards.
Potential issues with links- If our system detects patterns on your links that could be in direct violation of 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 if you are sending content that is on our prohibited list, we will place you under review. You can read an overview of our Terms of Service here.
In all cases, we will reach out to you via email to let you know why your account has been placed under review. This message will be sent to the notification email address you provided to us on the My Settings page in your account, so you will need to make sure that is accurate and up-to-date.
We strongly encourage you to respond to our message as soon as possible. This will prevent an extended disruption of service. You can either choose to respond directly to the email or, you can log into your Help account page at help.activecampaign.com and respond there. You may also see an alert badge on the lower left corner of your account page. You can view the message by clicking on the badge.
After reviewing your reply, we will often change your account back to Active Status. If we need more information from you, we will let you know right away.