The process to remove the sending limit is based on the reason it was applied:

Recent Sending Statistics

Your statistics have exceeded the acceptable thresholds in accordance with the Esendex Acceptable Use Policy, and a temporary sending limit has been placed on your account for 7 days. If you wish to have the sending limit removed before the 7 days, we encourage you to review the Esendesk Compliance Guide and take action to improve the health of your account. Once you have made the appropriate changes to your account, please contact are Support Team and include a summary of the actions taken. Our Support Team will review your account and work closely with you to help restore your account status.

Please note – once the hourly sending limit has been lifted, if your sending statistics go above the acceptable thresholds again, the hourly sending limit will be re-applied for another 7 days.

Spam Reports

Your recent mailings generated a high number of spam and sending rate limit has been placed on your account. Before this limit can be removed, we need to learn about your email practices. Please contact our Support Team with the following details about your contact list activities:

1) How were the addresses in your contact list(s) collected? (online opt-in, business card, purchased list, etc)
2) How do you maintain your contact list(s)? (do you regularly clean your lists, etc)

Once the above information has been provided, our Compliance Team will review your account to determine if the sending rate limit can be removed.

Abuse Complaint

One or more of your recipients reached out to Esendesk to report your recent email as spam. These escalated complaints are taken very seriously as the recipient took the time to contact Esendesk, instead of just unsubscribing from your email or marking it as spam (where these actions would appear on your statistics page as an unsubscribe or spam).

As a result, a sending limit has been applied on your account. Please contact our Support Team to obtain the details of the recipient email address(es) that reached out to us. Also, be prepared to answer some questions about your list collection and list maintenance practices.

Once your information has been provided, our Compliance Team will review your case to determine if the sending limit can be removed from your account.

General Compliance Risk

Your account has been deemed to be at risk of suboptimal deliverability following an internal review by our Compliance Team. Please contact our Support Team to receive details of this review and specific recommendations on improving your account health. Also, be prepared to answer questions about your list collection practices (online opt-in, business card, purchased list, etc), and list maintenance practices (how often do you clean your lists, etc).

New Accounts

If you are a new customer with an hourly rate limit, you need to send emails for at least one week that have good stats and ensure your account is compliant with the Acceptable Use Policy. Once completed, please contact our Support Team to have your results reviewed.

Test Mode

In order to move out of Test Mode and increase your 10 emails/hr rate limit, you simply need to provide the details requested in the email you received about the temporary sending limit. Once provided, our Team will reply to you within one business day. Note: The sending limit will not be removed if you upgrade to another plan.

 

One last note, please consult the Esendex Compliance Guide to learn what actions you can take to improve your account health and reduce future bounce, spam and abuse complaints.