Account Status

Updated April 18, 2026 · By the Pigeon Perch team

Your Pigeon Perch account can be in one of three sending states. Understanding each state helps you stay in good standing and resolve issues quickly if they arise.

Active

This is the normal state for your account. You can send campaigns, run automations, and use transactional sends without restriction. Your sending is governed by your plan limits (monthly email and SMS caps) and your sender reputation.

To maintain active status, follow email marketing best practices: send to engaged contacts, honor unsubscribe requests promptly, verify your sending domain, and keep your bounce and complaint rates low.

Reputation Paused

If your bounce rate exceeds 5% or your complaint rate exceeds 0.1% over a rolling 7-day window, Pigeon Perch automatically pauses your sending. This protects your deliverability and the platform's shared sending infrastructure.

What happens when paused

• All campaign sends, scheduled sends, and automation email steps are blocked.
• A banner appears on your dashboard explaining the pause and the reason.
• Your data, contacts, and templates remain fully accessible.
• Form submissions continue to work normally.

How to resolve a reputation pause

1. Review your recent campaigns. Check which campaigns had high bounce or complaint rates in the Analytics section.
2. Clean your contact list. Remove contacts that bounced or complained. Consider creating a segment of contacts who haven't engaged in the last 90 days and removing them.
3. Contact support. Once you've cleaned your list, reach out to support@pigeonperch.com and we'll review your account and resume sending.

Suspended

Account suspension is a manual action taken by the Pigeon Perch team when we detect activity that violates our acceptable use policy. This is different from a reputation pause, and is typically triggered by patterns like sending to purchased or scraped contact lists, phishing content, or repeated reputation violations.

What happens when suspended

• All sending is disabled: campaigns, automations, transactional sends, and SMS.
• A red banner appears on every page of your dashboard with the reason for suspension and instructions for contacting support.
• You retain full read-only access to your account. You can view your contacts, campaigns, analytics, and templates. You can also export your data.
• Form submissions on your website continue to function so your visitors have a seamless experience, but new contacts are not created from those submissions while the account is suspended.
• You will receive an email notification explaining the suspension.

How to appeal a suspension

If you believe your account was suspended in error, or if you've taken corrective action and would like to have your account reinstated, email us at support@pigeonperch.com with:

1. Your organization name and the email address associated with your account.
2. An explanation of the activity that may have triggered the suspension.
3. Steps you've taken to address the issue (e.g., removed purchased contacts, updated list collection practices).

Our team reviews suspension appeals promptly and will respond within 1-2 business days. If your account is reinstated, sending will be re-enabled and the suspension banner will be removed automatically.

Automatic Escalation

If your account is reputation-paused three or more times within a 30-day period, it will be automatically escalated to a full suspension. This indicates a pattern of sending to low-quality lists that requires manual review before sending can resume.

To avoid automatic escalation, thoroughly clean your contact list after each reputation pause and wait until your list is in good shape before requesting that sending be resumed.

Best Practices for Staying in Good Standing