There are several reasons why a sending limit or block might be applied to your account. Below are the most common causes and how you can resolve them to restore full functionality.
Exceeding Sending Thresholds
Your recent sending activity has surpassed the acceptable limits outlined in Mailjet's Acceptable Use Policy. As a result, a temporary sending limit has been imposed for 7 days.
*Mailjet reserves the right to update the parameters of the acceptable sending threshold without prior notice.
How to Resolve
- Review the Mailjet Compliance Guide to improve the health of your account.
- After making the necessary adjustments, open a new Support Ticket and include:
- The types of emails you send (Transactional, Marketing, or both).
- Expected monthly message volume.
- Source of your email list and relevant URLs (e.g., websites you use with Mailjet).
- Any additional information about your sending practices.
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A summary of the changes or improvements you made to your account, such as:
- Improved email list hygiene (removal of inactive or invalid addresses).
- More frequent list cleaning and validation processes.
- Clearer opt-in processes to ensure recipients explicitly agree to receive your emails.
- Adjustments to your sending practices to comply with Mailjet's guidelines.
Our Support Team will review your case and work with you to restore full access.
High Spam Reports
If your emails generate an excessive number of spam complaints, a sending rate limit will be applied to your account.
*Mailjet reserves the right to update the parameters of the acceptable sending threshold without prior notice.
How to Resolve
- Contact our Support Team and provide information about:
- How your contact list was collected (opt-ins, business cards, purchased lists, etc.).
- How you maintain your list (e.g., regular cleaning or validation).
Once this information is reviewed, our Compliance Team will determine whether the sending limit can be removed.
Abuse Complaints
One or more of your recipients directly contacted Mailjet to report your email as spam. This type of complaint is treated with heightened concern, as it indicates a more serious issue. Instead of simply unsubscribing or marking your email as spam (which would normally appear in your statistics), the recipient took the extra step of reaching out to us. This signals a potential problem with your sending practices or list management that needs immediate attention.
How to Resolve
- Contact our Support Team to receive the details of the complaint.
- Be prepared to explain your list collection and maintenance practices.
Our Compliance Team will review your case and decide whether the sending limit can be lifted.
General Compliance Risk
Following an internal review by our Compliance Team, your account has been flagged as at risk for poor deliverability. This means your emails may not be reaching your recipients as effectively as they should. To address this, please contact our Support Team for a detailed report of the review, along with specific recommendations for improving your account’s performance.
How to Resolve
- Contact our Support Team to receive detailed feedback on the review.
- Be prepared to provide details on how you collect and maintain your email lists.
Our team will offer recommendations to improve your account health and potentially remove the restrictions.
New Accounts
If you're a new customer subject to an hourly sending limit, you’ll need to demonstrate good email performance over the course of at least one week. During this time, ensure your account complies with the Mailjet Acceptable Use Policy by following best practices for email sending and list management.
Once you’ve maintained healthy sending metrics for the required period, contact our Support Team to review your account’s performance and request the removal of the hourly limit.
How to Resolve
- After one week, contact our Support Team for a review of your account performance.
Account in Test Mode
To move out of Test Mode and lift the 10 emails per hour limit, simply respond to the email you received regarding the temporary sending limit, providing the requested details. Once we've received the necessary information, our team will review it and respond within one business day.
Free Plan Contact Limit
Free accounts are limited to 1,500 contacts. Exceeding this limit will trigger a sending hold.
How to Resolve
- Review your contact list and upgrade your plan if needed. For more details, refer to this article.