Moosend Account on Hold for High Bounces or Complaints: What to Do

What Moosend says

From Moosend's documentation, Blocking accounts with high bounce and complaint rates, read 8 November 2026:

• "When you exceed any of the thresholds, Moosend automatically blocks your account from sending another campaign and sends you an email notification to inform you that your account is on hold."
• "The Moosend Deliverability team is added to the CC field of the email notification and you can use this address to get assistance with your account."
• "Accounts are reviewed during business hours, Mondays to Fridays, from 6:00 to 14:00 UTC."
• "While your blocked account is suspended and under review, it is still active, and you can use other Moosend features. However, you cannot send any campaigns."
• The reason given: an ISP that detects high bounces or complaints from one sender "can block all other Moosend email campaigns", and the hold gives users time to "clean up their lists and investigate possible issues with their subscription sources."

The article doesn't publish the threshold numbers.

Step 1: find the source of the bad addresses

Before cleaning, work out how the bounces got in. Reviewers ask this, and it's what stops a second block.

• An old list imported in one go. Addresses that haven't been mailed in a year or more bounce heavily (mailing an old email list).
• A bought or scraped list. Most ESPs prohibit these. See recover after sending to a purchased list.
• A signup form without protection. Bots fill forms with fake and real-looking addresses (stop fake signups).
• A migration from another ESP without its suppression list (verify a list before switching ESP).

The bounce rate by source tool shows which source caused most of the bounces if your export has a source column.

Step 2: clean the list

1. Export your Moosend subscribers to CSV.
2. Leave out addresses that already bounced or unsubscribed; export active subscribers only.
3. Dedupe with remove duplicate emails.
4. Upload to the verify page. Keep valid rows. Remove invalid ones. Hold risky catch-all, role and disposable addresses out of the next campaign.
5. Re-import only the valid rows, or tag the rest so they're excluded.

Step 3: reply to the review

Reply on the notification thread (the Deliverability team is already copied) with:

• What caused the spike and which source it came from.
• What you removed, with counts: invalid, risky, duplicates.
• What you changed: double opt-in, CAPTCHA, a stopped import, a sunset policy.
• What you'll send next, and to whom.

The ESP suspension appeal builder drafts this from your numbers; write an ESP suspension appeal covers what reviewers look for. Keep it factual and don't open a second account to get around the block.

Step 4: send small first

After reinstatement, send to your most engaged, most recently verified segment first and check bounces and complaints before the next send. Google's sender guidelines say to keep the spam rate in Postmaster Tools below 0.1% and never reach 0.3%.

What checking costs

• Starter, $9 a month: 2,500 checks.
• Pro, $39 a month: Unlimited email verification.*
• Business, $99 a month: the first 300,000 checks a month at full speed, 5 seats.
• Agency, $249 a month: the first 750,000 checks a month at full speed, 15 seats, client workspaces.

*Pro fair use: the first 100,000 checks a month at full speed, then slower, never cut off. See pricing. Check your list free: 100 checks with a Google sign-in, no card.

More reading: what to do after a high bounce rate, sunset policy for inactive subscribers, double opt-in vs verification, and the email list cleaning service.