Suspensions and Bans

Suspensions and bans at Mailtrap exist to ensure that customers comply with our Terms of Service.

What is a suspension?

Suspension is a temporary state applied to a customer account. 

During the suspension period, no emails can be sent, and all attempted emails are stored in our queue. Once the suspension is lifted, which can be easily done if the customer is willing to resolve the issue with us, the queued emails will be sent immediately, so none of them are lost.

There are three (3) levels of suspension:

• Account level – All sending from the account is paused.
• Domain level – Only the problematic domain is suspended, and other domains under the same account can continue sending emails without disruption.
• Stream level – If suspicious activity is detected on one of our two sending streams (Transactional and Bulk), only one stream will be suspended.

What is a ban?

A ban is a permanent state applied to a customer account.

Once an account is banned, all emails are rejected. Unlike with suspensions, emails attempted during the ban period are lost and cannot be recovered, even if the ban is lifted later. 

Important: Bans apply not only to the domain level but to the entire account, stopping all email-sending capabilities.

Differences between suspension and bans

Here’s a table to sum up the difference between suspension:

Possible reasons for account suspension or ban

Your account might have been suspended or banned for one of the following reasons: 

• You violate the Terms of Service or applicable law, including laws and regulatory requirements regarding sending commercial Content by email;
• There is an unusual and material spike or increase in Your use of the Service;
  • Mailtrap believes that such traffic or use is fraudulent or materially and negatively impacting the operating capability of the Mailtrap Service.
• You or an Authorized End User materially breaches (or we believe that You or an Authorized End User has materially breached) any provision of the Agreement, including any obligations under our Acceptable Use Policy; 
• You or an Authorized End User uses the Mailtrap Service in a way that in our judgment threatens the security, integrity, or availability of the Service; 
• You are operating in a country or region prohibited under the Export Controls of the United States of America;
• You or an Authorized End User engages in activities within a country subject to economic or financial sanctions or trade embargoes implemented, administered or enforced by the U.S. Department of the Treasury’s Office of Foreign Assets Control, the U.S. Departments of State or Commerce or any other US government authority, the United Nations Security Council or the European Union; 
• Mailtrap determines that the provision of the Mailtrap Service to You is prohibited or limited by applicable law or regulation;
• Information in Your account is untrue, inaccurate, or incomplete.

How to clear a suspension or a ban

If you believe your account has been suspended or banned unjustifiably, please contact our customer support team. They will ask you to answer a few questions and provide relevant documents if needed.

Important: If you don’t respond to our support team’s emails for 14 days regarding suspension, your account will be automatically banned. This process helps us clean up accounts that are inactive, unresponsive, or are not interested in using our sending service anymore.