Omnisend Email Marketing & SMS

Thank you for sharing your experience. We’re sorry for the frustration this situation has caused, especially after being with Omnisend for several years.

To clarify, the account was suspended after our systems detected recent campaign activity that appeared unusual compared with its previous sending history. Our team identified messages containing suspicious content related to an alleged account or payment issue, with links directing recipients to an unrelated external domain. Out of caution, and to protect both your contacts and your sender reputation, the account was suspended while we investigated.

We've reached out to you directly on multiple occasions to clarify whether you recognized and authorized these campaigns. We're still waiting to hear back, and we genuinely want to help get this resolved as quickly as possible.

If you did not send these campaigns, there's a real possibility your account was compromised. Please reply to our team's messages so we can walk you through the next steps together. We're ready to act as soon as we hear from you.

That's a real compliment coming from someone with high standards for design. We put a lot of work into making customization feel intuitive and genuinely flexible, so this hits the mark. Really glad Omnisend has made a difference for your promotions and sales!

Thank you for taking the time to share your experience. We’re sorry this situation has been so frustrating, especially after moving a large subscriber base to Omnisend and expecting to continue sending at your previous volume.

We’d like to clarify that your Unlimited plan does allow you to send emails to your full contact list. After investigating your campaigns, our Deliverability team found that your SPF, DKIM, and DMARC records were configured correctly. The issue was that Gmail temporarily rate-limited your domain after detecting a sudden increase in sending volume. This is an inbox-provider restriction related to sender reputation, rather than Omnisend blocking your emails or preventing you from using the sending capacity included in your plan. It's not something we can override, but it is something we can help you navigate.

When moving to a new email marketing platform, mailbox providers can treat the new sending activity differently, even when the same contact list and domain were used previously. For this reason, our team recommended temporarily reducing volume and gradually warming up the domain before returning to full-list sends.

Regarding your billing concerns and refund request, these are being handled directly by our team. For privacy, we can’t discuss account-specific billing matters publicly. We do, however, want to be clear that we take accusations such as “scam” or “theft” seriously. The delivery issue experienced here was related to Gmail’s deliverability controls and not Omnisend restricting access to the service you purchased.

Most importantly, we want to help you move forward successfully. Our Deliverability team, Onboarding Manager, and your dedicated Account Expert are all ready to work with you on warming up your domain, rebuilding its sending reputation, and safely scaling back toward your full audience. We’re committed to supporting you through that process and helping set your account up for long-term success with Omnisend.