My account was suspended! What can I do?

Having your account blocked means something pretty serious has gone down:

Sending reputation too low
Trying to import suspicious lists
Exceeding your plan limit
Lack of payment
Abuse or illegal activity

 

Your sending reputation is too low!

Major email providers (also known as ISPs), such as Gmail, Outlook.com, Yahoo and AOL, keep close tabs on how people respond to your mailings. If those folks don't engage with you (by opening, clicking through, answering or forwarding your emails), ISPs will assume you're spamming and downgrade your sending reputation - especially if your contacts trash your messages or, worse, flag them as unsolicited mail!

This hurts your deliverability so much that E-goi automatically shuts down your account if your sending reputation plummets, preventing further damage (remember that rebuilding your reputation takes a VERY long time - it's basically an uphill battle).

You can check your current reputation by placing the mouse on the upper right corner menu of your E-goi account.

How can I re-enable my account?

1) If you haven't done so yet, manually authenticate your email sender and add our CNAME to your sender domain. This will both shield your mailings and make it easier for ISPs to tell you're a legitimate sender, which helps regain their trust.

2) If your contact list was purchased, rented, harvested or hasn't been mailed in many months, get rid of it now - it'll bring you nothing but trouble! In case you lost your reputation while uploading it into E-goi, undo that import. If the reputation dropped after you sent out your campaign, purge all non-openers. We can also help you scrub your list clean of undeliverables (contact us using the "Help" menu). Oh, and do check out this infographic to learn which lists are OK to use.

3) If your account is re-enabled, make sure to abide by the single surefire way to (slowly) improve your reputation: only send emails to people who are engaged by what you say and who gave you prior, express consent to be messaged by you (preferably by signing up using a double opt-in subscription form in your site).


 

Don't try to import old or dirty mailing lists!

Any list with dead emails will pummel you with bounces and spam complaints, which utterly destroys your sending reputation. This is why you'll get your account automatically suspended if importing a dirty list.

How can I re-enable my account?

1) If your list was purchased, rented, harvested or hasn't been mailed in many months, get rid of it now and undo that import. In case you absolutely need to use it though, we can help you scrub it clean of undeliverables (contact us using the "Help" menu). Do have a gander at this infographic to learn which lists are OK to use!

2) Once you've done that (or if you know the list is truly opt-in and you've been mailing these people regularly), drop us a line using the «Help» menu so we can check whether your account can be enabled.


 

Exceeding your plan limit

Our email plans are usually charged by the size of your list. If you exceed the limit (oops!), you must either upgrade your account to a larger-volume plan or simply bring the nr. of contacts in your list back down. E-goi won't let you do any sends until you fix this :(

How can I re-enable my account?

1) The "plan limit exceeded" warning in your account includes an upgrade link. Just click on it and follow the instructions provided. If you'd rather keep using your current plan, go to the upper right corner menu of your E-goi account and check how many contacts you have over the limit. Then just filter out those who've been unresponsive and remove them.

2) Once your account is enabled, be sure to manually resume any suspended sends.


 

Lack of payment

We'll notify you whenever your paid E-goi plan renews, but if you miss your payment, E-goi will automatically suspend your account after some time.

How can I re-enable my account?

1) Well, we've got mouths to feed, you know :) Simply log into E-goi and hit «Pay» for the outstanding payment in your account balance. If you'd rather cancel your plan or switch to pay-as-you-go (which requires no monthly fees), you can cancel the plan on that same page.

2) Once your account is enabled, be sure to manually resume any suspended sends.

 

Funny business? ;)

You can obviously get your account blocked if we catch you trying to beat the system. For example:
- Signing up for multiple E-goi accounts
- Hacking attempts
- Any abuse of service or illegal activity

How can I re-enable my account?

Usually you can't, but if you really didn't think you were doing something wrong, feel free to drop us a line (use the "Help" menu) and we'll see what can be done.