Direct Mail enforces two levels of action when outbound email quality drops or policy violations are detected: temporarily switching your account to a backup IP channel or restricting outbound emails, and permanently freezing your account.
Account suspension rules
Switching to the backup outbound IP channel or restricting outbound emails
Your account is switched to the backup outbound IP channel or your outbound emails are restricted if either of the following conditions is met:
Your email delivery quality from the previous day was low. This applies when you send 300 or more emails and at least one of the following thresholds is exceeded: invalid address rate exceeds 11%, spam rate exceeds 15%, or delivery rate is 0.
Users with a credit rating of 1 are downgraded.
Backup outbound IP channel
If your account is switched to the backup outbound IP channel, click Unblock on the Overview page of the Direct Mail console to request a return to the default IP channel. You have one chance to make this request. Because delivery performance on the backup IP channel may be degraded, switch to a dedicated IP channel to maintain a high delivery success rate.
Outbound email restriction
If your outbound emails are restricted, you can still log on to the Direct Mail console but cannot send emails. You have one chance to unblock your account. Log on to the Direct Mail console and submit an unblock request on the Overview page.
Check your account status on the Overview page of the Direct Mail console.
Freezing
Direct Mail freezes an account for activities including, but not limited to, the following:
Sending malicious emails, such as phishing emails, fraudulent emails, or emails containing viruses.
The account is suspected of being one of multiple accounts registered by the same user or is used to abuse the service.
Sending large volumes of spam that generate third-party complaints, damage the credit rating of the Direct Mail channel, or cause other malicious effects.
A freeze takes effect immediately and is permanent. A frozen account cannot log on to the Direct Mail console or send emails.
Direct Mail reserves the right to adjust the preceding rules and values based on its operational requirements.