Help · Settings

When sending is paused

Every store on Carpe Messaging sends through one shared sending account. When one store's email bounces or gets marked as spam far more than it should, the inboxes start to distrust that account — and that hurts every other store's email too. So when we see one of the problems below, we pause all sending from that store straight away, and then we look. We act first and ask questions afterwards, because waiting is what does the damage.

A pause is rare. Most stores never see one.

What can pause your sending

Five things can pause it: too many bounces, too many spam complaints, content we believe is illegal, sending that breaks our Terms, or sending that puts every other store's delivery at risk. The lines are written into our Terms of Service, section 7.C.

• Bounces. More than 5 of every 100 emails your store sent recently could not be delivered — usually a list with old or mistyped addresses on it.
• Spam complaints. More than 1 of every 1,000 people your store emailed recently marked the email as spam — usually email going to people who did not ask for it, or who have forgotten that they did.
• Content. We believe some of what your store sent may be illegal, or is not allowed by our Terms of Service.
• The Terms. Your store's recent sending does not follow our Terms of Service or Sending Policy.
• Everyone else's delivery. Your store's recent sending puts the delivery of every other store's email at risk.

How you will know

When sending is paused, a red banner appears at the top of every screen in the app the next time you open it, and every owner of your store gets an email from us within a few minutes. Both say which of the reasons above applies.

What happens while it is paused

Nothing goes out from your store, email or text, but nothing is lost. Campaigns and automations in progress wait and pick up where they left off, and you can keep working.

• No email and no text messages go out from your store — campaigns, automations, test sends and one-off sends alike.
• Campaigns and automations in progress are paused, not canceled. Nobody in them is dropped. When sending resumes, they pick up where they left off.
• A campaign scheduled to start while sending is paused returns to draft so you can pick a new time — it does not go out late the moment sending resumes. The campaign says so on its page, and the email telling you sending is back names it.
• You can keep working. You can build campaigns, edit templates, change automations and look at your profiles as usual. They wait for sending to resume.
• Your team still gets our emails — invitations, sign-in links and the like are not your store's sending and are not paused.

How to get sending back

Write to our support address — it is named in the email and on the banner — from your owner's address. Tell us what happened and what you have changed — for example, that you removed the addresses you imported from an old list, or that a campaign went to the wrong segment. If you think the pause is a mistake, say so; we will look.

We will answer and tell you what happens next. When sending resumes, the owners get another email and the banner goes away.

How to avoid a pause

Email only people who gave you consent, check an old list's addresses before you import it, and watch your sending reputation. These are the same habits that give your store good deliverability.

In practice:

• Only email people who gave you consent, and only for what they agreed to.
• Before you import an old list, check its addresses first — the import can check them for you (see the help page "What an address check does").
• Keep an eye on Settings → Email → Sending reputation. Your store's sending grows on its own on clean days and slows down on its own when bounces or spam complaints rise, long before anything reaches the lines above.