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Act-On Software

Blacklist Remediation FAQs

Here are answers to common questions about email blacklisting.

Blacklistings are usually caused by email being sent from your Act-on account to a "spam trap". 

Recycled Spam Traps are real email addresses that once may have been opted into your marketing campaign but have long since become inactive. Blacklist providers acquire these inactive email addresses to track spam and blacklist any IP address that sends to it.

Therefore, managing your Data Age is critical to avoiding triggering this type of trap. We suggest that you 'sunset' any of your leads that have not engaged (opened or clicked) with your email campaigns for an extended period of time since this segment of your leads is most likely to contain recycled spam traps. Best practice is to sunset emails that have not engaged within the last 6 months, 12 months is the maximum for industries with longer sales cycles.

Pristine Spam Traps is an email that was created by the blacklist provider for the sole purpose of catching marketers sending to users who have not opted into their campaigns. These kinds of traps are typically triggered when a marketer obtains lists that contain scraped emails or when a marketer uses bought or rented lists from a third-party vendor for commercial emailing. These spam traps cause the most damage to reputation and deliverability of the affected IPs and offending ESP. Purchased, Rented, and Scraped data is not allowed on the Act-On platform. Please ensure that any leads you are sending to have opted into your marketing campaigns and have consented to receive email from your organization.

When an Act-On account triggers a blacklisting, it is automatically isolated and moved out of our shared sending environment. You will still have full functionality of your Act-On account including the ability to send email, but you may experience lower deliverability rates because of your placement in an isolated sending environment with other senders who have caused blacklistings.

Yes, but please note that you may experience lower deliverability rates due to your placement in an isolated sending environment with other blacklisted senders.

Bottom line: it is your choice whether to continue sending while you resolve your blacklisting or to pause sending until you've completed the remediation steps and been restored to our shared, optimal environment.

Act-On takes blacklistings very seriously. Not only do they affect an individual account's deliverability but they can negatively impact the deliverability of the other customers in our shared sending environment.

Act-On is committed to maintaining a high quality sending environment and optimal deliverability for our customers. Therefore, any customers who trigger a blacklist must complete a set of remediation steps to minimize the risk to other customers as well as the chance of any future blacklistings.

The remediation steps can be found here . Upon completing the remediation steps, you can submit the form at the bottom of the remediation page requesting your account be restored to our shared, optimal environment.

If this is your first time triggering a blacklisting and you have successfully completed all remediation steps, your account will be restored to our shared environment within 2 business days of your form submission requesting restoration.

No, the remediation steps Act-On has established are designed to help Act-On customers both cleanse their existing data of potential blacklist threats as well as encourage our customers to implement best practices that minimize future blacklistings.

Placing an account that has yet to complete the remediation steps back into our shared environment not only threatens our shared environment but it also risks the account in question immediately triggering another blacklisting event because the affected list has not been cleansed and validated.

With that said, customers who do not have a history of causing blacklists and who complete the remediation steps can restore their accounts to our shared environment within 2 business days.

Due to the nature of the affected blacklisting, Act-On only accepts the following list hygiene vendors: NeverBounce, Webbula, and Xverify. To purchase and implement, Never Bounce, Act-On’s third party vendor, please contact your account manager.

Unfortunately, not. Blacklist providers do not disclose the specific email address that caused the blacklisting. Typically, they provide Act-On with the email address that sent the email from your account, the subject line of the offending email and the date it was sent. This can help you identify the email send list that caused the blacklisting so you can cleanse and adjust your Data Acquisition and Management practices from that source.

In short, the goal of remediation is not simply to identify the one email address that caused the black listing but to adjust practices to ensure no future blacklists are triggered.

If this is your first blacklisting, you can be restored within 2 business days of completing the remediation steps and requesting restoration.

If this is your second blacklisting, you will still need to complete remediation steps and request restoration but you will remain in the isolation pool for 2 weeks so our team can ensure best practices have been implemented and no further blacklistings are triggered.

If this is your third blacklisting, you will still need to complete remediation steps and request restoration but before your account can be restored to our shared sending environment our compliance department will reach out to you to review strategies for implementing best practices as well as determine the duration your account will be kept in  the isolated network before restoration to ensure practices are first implemented and there are no further violations.

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