Accounts may be placed under review to ensure customers maintain excellent email deliverability and prevent abuse of the ActiveCampaign platform. When an account is under review, campaigns will not send. This is a situation we try to avoid.
If we see that an account is violating rules, we will 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 the lower left corner of 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
- 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 standards.
- 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.