Account Under Review

Have you received a warning, suspension, deactivation, or ban notice from SendGrid? Twilio SendGrid regularly reviews accounts with apparent abnormal activity, and may notify users if we have concerns. This guide explains the different notices and what they mean.

Stages of review

Once your account is under review, Twilio SendGrid sends a notification to the address associated with your account indicating that it is in one of the following states:

Notice: For the quickest possible resolution, please respond directly to the notification sent to your email address. The standard Twilio SendGrid support team is unable to reactivate a warned, suspended, deactivated or banned account.

Warned: In this state, an account maintains full functionality, including sending email, upgrading usage plan, and creating new subusers. If we do not receive a response, your account may be suspended to prevent further risk to your sending reputation. 

Suspended: In the state, Twilio SendGrid accepts and queues mail while the account is under review. Submitted mail continues to be queued for up to 72 hours. Any message request queued for over 72 hours automatically expires, and will not be delivered. During this time, previously delivered mail is still functional, including open and click tracking, and link redirects.

Suspended accounts continue to incur auto-renewal billing for any monthly subscription and Marketing Campaigns contact storage.

Deactivated: In this state, Twilio SendGrid does not allow an account to send mail. Upon deactivation, SendGrid deletes any undelivered mail queued on the system, and disables click and open tracking links. Deactivated subusers are not accessible via the log in as method available to parent accounts. However, deactivated subusers can still log in directly.

Deactivated accounts continue to incur auto-renewal billing for your monthly subscription and Marketing Campaigns contacts storage.

Banned: In this state, accounts are completely unable to access our systems. We do not accept email requests from banned accounts, and dedicated IPs assigned to these account are removed. Related subusers are also unable to send email or access their account.

Banned accounts will stop any auto-renewal billing, though you will still be charged for any overages or Marketing Campaigns contact storage during the current month.

Reactivation: Once all potential issues are resolved, Twilio SendGrid will reactivate your service. Once reactivated, any queued messages will begin to process for delivery.

Have more questions? Submit a request