Why Is My Outgoing Mail Paused?
Because all customers share the platform's sending reputation, we protect it for everyone: when sending looks like spam, it is stopped until a person on our side has checked it. This page explains what you see, what still works and how to get sending back.
Outgoing mail from your account is paused
When automatic checks see sending that looks like spam, outgoing mail from every mailbox of the account is paused while a person on our side checks it. Everyone who signs in to the account sees this notice at the top of the control panel:
"Outgoing mail from this account is paused while unusual sending is checked. Incoming mail is working normally."
While it is paused:
- New messages are refused. Mail apps and webmail show an error that contains "Ratelimit exceeded", and the message is not sent.
- Incoming mail keeps arriving, and you can still read your mail in your mail app and in webmail.
- Nothing in the control panel lifts the pause. Only a person on our side can lift it, after checking the account.
Why it happens
The most common cause is a mailbox whose password someone else knows, used to send spam. The other is a mass mailing. Bulk and cold email are not allowed: the Acceptable Use Policy bans unsolicited bulk mail and bought or rented lists, and every recipient must have opted in.
What to do
- Stop sending for now. Every new attempt is refused, so retrying does not help. Keep the messages you need and send them again once sending is back.
- If you did not send the mail yourself, change the password of each mailbox: in the control panel, go to Email Mailboxes, click the mailbox's address and use Reset Password. Then enter the new password in every mail app and device that uses the mailbox.
- Contact support with the Contact Support button on this page. Say which domain it is about and whether you sent the mail.
If the check finds nothing wrong, sending is switched back on and works as before.
"Ratelimit exceeded" with no notice in the control panel
If a mail app shows "Ratelimit exceeded" but there is no notice at the top of the control panel, the mail server is not accepting more mail from that mailbox for now. Usually the mailbox has sent far more mail than usual, and it can send again later. If it keeps happening, contact support with the mailbox's address, because the cause can also be on our side. If your business really needs to send more from one mailbox, say how much and why.
Sending from a domain is suspended
When too much of a domain's recent mail bounced (was refused by the receiving servers) or was reported as spam by its recipients, sending from the whole domain is suspended. A domain can also be suspended by our team for review.
While a domain is suspended:
- Its mailboxes are switched off: they cannot sign in, send or receive mail.
- Mail sent to its addresses is returned to the sender.
- A person on our side reviews the domain and decides whether to lift the suspension. Contact support and say which domain it is.
Before you ask for the suspension to be lifted, check that the domain's mail goes only to people who expect it, and remove the addresses that bounce.
Keep your sending healthy
- Use a strong, different password for every mailbox, and change a password whenever you suspect someone else knows it.
- Send mail only to people who expect it.
- Remove addresses that bounce instead of writing to them again.