Objective
This article provides guidance on restoring your sending reputation after your account has been compromised. A compromised account can lead to unauthorized access and misuse, potentially damaging your sending reputation. By following the outlined procedures, you can secure your account and work towards rehabilitating your sending reputation.
Product
Twilio SendGrid (Email API and Marketing Campaigns)
User Account Permission/Role(s) Required
Primary account administrator or teammate with sending permissions.
Procedure
1. Pause Sending:
Stop sending emails for a few days. This pause will help prevent further damage to your sending reputation.
2. Manual Warmup Process (if your account is under a plan with dedicated IPs):
After the pause, start a manual warmup process. Gradually increase your sending volume to rebuild your reputation.
3. Add a DMARC Record:
Ensure you have a DMARC record set up for all your sending domains. This will help authenticate your emails and improve deliverability.
4. Follow Deliverability Guidelines:
Adhere to the deliverability guidelines for major email providers like Google, Microsoft, and Yahoo. This will help maintain a good sending reputation.
For Google recipients: Email sender guidelines
For Microsoft recipients: Policies, Practices, and Guidelines
For Yahoo recipients: Sender Requirements & Recommendations
SendGrid's Deliverability Guide: 2024 Email Deliverability Guide
5. Engagement and List Management:
Focus on engagement and remove unengaged recipients from your contact list. Designing your emails to be more engaging can significantly improve your sender reputation.
6. Monitoring SendGrid Engagement Scores:
Keep track of your SendGrid Engagement Quality scores, particularly your Engagement Recency and Unique Open rate. Following the steps described in our documentation will help improve these scores.
7. Feedback Loops
Subscribe to feedback loops of known email providers to keep track of how recipient servers see your emails. This allows you to take prompt action to improve your sending practices.
Smart Network Data Service (SNDS) by Outlook.com
Yahoo CFL (Complaint Feedback Loop)
8. Address Specific Delivery Issues:
If you notice any delivery issues with specific email providers such as Yahoo, Google, or Microsoft, reach out to their support teams directly. They can provide actionable advice tailored to each case.
Contact Google: Sender Contact Form
Contact Outlook.com: New support request (requires a Microsoft email address)
Contact Yahoo: Problems Delivering Mails to AOL or Yahoo Mailboxes
Additional Information
Restoring your internal SendGrid reputation is relatively straightforward and doesn't take long once our system determines that you are following good sending practices. However, improving your external reputation with recipient servers is a more challenging and lengthy process, potentially taking up to a month. Patience and consistency with your sending behavior are advised.
If you need assistance with any of the steps provided, please do not hesitate to reach out to our Support team. We will be glad to help!