Exceeded quota contacts

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Posted on by Celia Rodrigues

Hi,

I have a client that had a problem in a campaign and received the following message:

Our internal monitoring detected that your environment experienced high email bounce rates with your last campaign(s). High email bounce rates can negatively affect your sender reputation. A negative sender reputation could potentially result in your Marketing emails going directly to spam folders.

The case was open in Microsoft but they didn't had a clear answer. If for the interactions the problem is solved in the next month with a new quota, what happens with the contacts? They we're considered as active but are not regular active contacts. Microsoft even can monitor the number of active contacts every month and confirm it. Does it count as active for 12 months? If so, they need to purchase more contacts? And if they purchase more contacts they can decrease in te renewal (not 12 months)?

Thank yoy

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Yuko Matsumoto on at

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RE: Exceeded quota contacts

Hello Celia, I am sorry that we were not able to provide you a clear answer. If you could share the case#, we will follow up. As you mentioned, the hard-bounced contact will be counted as active contact and count against your quota which resets after 12 months. You can always update the invalid email of the contact to a valid email address.