> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sequenzy.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Sender Health & Thresholds

> Understand how Sequenzy monitors your sending reputation and when warnings or pauses are triggered

# Sender Health & Thresholds

Sequenzy monitors your email bounce and complaint rates to protect your sender reputation. We use volume-aware thresholds that become stricter as you send more emails.

## Thresholds by Volume

We use tiered thresholds based on your **total email volume** (all-time, not time-windowed) to determine when to warn or pause sending.

| Total Emails Sent | Complaint Warn | Complaint Pause | Bounce Warn | Bounce Pause |
| ----------------- | -------------- | --------------- | ----------- | ------------ |
| \< 100            | 1 complaint    | 2 complaints    | 10 bounces  | 20 bounces   |
| 100-499           | 2 complaints   | 3 complaints    | 3%          | 5%           |
| 500-1,999         | 2 complaints   | 3 complaints    | 3%          | 5%           |
| 2,000+            | 3 complaints   | 5 complaints    | 3%          | 5%           |

<Note>
  At low volumes (under 100 emails), we use **fixed counts** instead of
  percentages because a single bad event could skew your rate dramatically. For
  example, 1 complaint out of 3 emails would be a 33% complaint rate - clearly
  not representative of your actual sending quality.
</Note>

## How It Works

### Warning Level

When your rates exceed the warning threshold:

* A yellow banner appears on your dashboard
* Telegram notification sent to admins
* Email sent to your account with tips to improve

**No sending is blocked at this level.** This is an early alert to review your email practices.

### Pause Level

When your rates exceed the pause threshold:

* Sending is **stopped** for the affected company workspace
* A red banner appears on your dashboard
* Telegram notification sent to admins (urgent)
* Email sent explaining the pause and next steps

Other companies owned by the same account continue sending unless they have
their own sender-health pause. A serious abuse finding can instead cause an
owner-account ban, which blocks every company that owner controls.

To resume sending, contact support. We'll help you identify the issue and ensure your list quality improves before resuming.

## Why These Thresholds?

Email service providers like Gmail and Yahoo require complaint rates under 0.1% for good deliverability. AWS SES (which powers Sequenzy's sending infrastructure) enforces similar limits.

Our tiered approach ensures:

1. **New senders aren't unfairly penalized** for a single bad email at low volume
2. **Growing senders are held to industry standards** as their volume increases
3. **High-volume senders maintain excellent reputation** with the strictest thresholds

## Examples

| Scenario                   | Total Emails | Total Complaints | Rate   | Action     | Why                              |
| -------------------------- | ------------ | ---------------- | ------ | ---------- | -------------------------------- |
| 3 emails, 1 complaint      | 3            | 1                | 33%    | Warning    | \< 100 tier: hits 1 warn count   |
| 50 emails, 2 complaints    | 50           | 2                | 4%     | **Paused** | \< 100 tier: hits 2 pause count  |
| 200 emails, 2 complaints   | 200          | 2                | 1%     | Warning    | 100-499 tier: hits 2 warn count  |
| 200 emails, 3 complaints   | 200          | 3                | 1.5%   | **Paused** | 100-499 tier: hits 3 pause count |
| 3,000 emails, 3 complaints | 3,000        | 3                | 0.1%   | Warning    | 2,000+ tier: hits 3 warn count   |
| 3,000 emails, 5 complaints | 3,000        | 5                | 0.167% | **Paused** | 2,000+ tier: hits 5 pause count  |

## Improving Your Sender Health

If you're seeing warnings or have been paused:

1. **Clean your list** - Remove invalid addresses and unengaged subscribers
2. **Use double opt-in** - Confirm subscribers before adding them to your list
3. **Make unsubscribing easy** - A clear unsubscribe is better than a spam complaint
4. **Send relevant content** - Segment your list and personalize your emails
5. **Maintain consistent sending** - Sporadic sending can hurt engagement rates

## FAQ

### Why are my emails going to spam?

First, check whether you're sending from a verified custom domain that you own. If you're using Sequenzy's free shared `sequenzymail.com` domain, your emails share sending reputation with other users on that domain. That shared reputation can make inbox placement less predictable, especially with Gmail, Outlook, and Yahoo.

For better deliverability, add and verify your own sending domain in Sequenzy, then send from an address on that domain. See [Domain Verification](/guides/domain-verification) for setup instructions.

### Why was my account paused with only a few complaints?

At low volumes (under 100 emails), we use fixed counts to protect your sender reputation early. While 2 complaints might seem small, it indicates a significant portion of recipients are marking your emails as spam. This early intervention prevents larger reputation damage.

### How do I get unpaused?

Contact support at [support@sequenzy.com](mailto:support@sequenzy.com). We'll review your account, help identify the issue, and work with you to improve list quality before resuming sending.

### Do these thresholds reset over time?

No, these are **total** metrics (all-time), not time-windowed. This ensures consistent accountability regardless of when issues occurred. However, as you send more legitimate email, your overall rate naturally improves.

### What counts as a complaint?

A complaint is recorded when a recipient marks your email as spam using the "Report Spam" or similar button in their email client. This feedback is sent to us through feedback loops with major email providers.

### What types of bounces affect my rate?

All bounce types (permanent, transient, and undetermined) count toward your bounce rate. Permanent bounces (invalid addresses) are the most concerning, but high transient bounce rates can also indicate issues.

## Account Review

If your company's sending is paused repeatedly or we detect severe abuse, support may review the broader account and can apply a real account ban when product access should be blocked entirely.

Company sender-health metrics and pauses are otherwise isolated. Billing is
different: companies with the same owner share the owner's email plan and usage
pool. See [Workspaces, Billing, and Shared
Limits](/concepts/workspaces-and-billing) for the complete scope breakdown,
including shared domains and dedicated IP reputation.

### Getting Unpaused

If your company's sending has been paused, contact support at [nic@sequenzy.com](mailto:nic@sequenzy.com) with:

1. Your account email address
2. What steps you've taken to clean your email list
3. What caused the bounce or complaint issues

We'll review your sending and help you resume once we're confident the issues have been addressed.

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