Account review and email verification
Why a new account can't send yet, what each review status means, and what to do if sending is paused or refused.
Use this guide when the banner on your Overview page says your account is under review, or that sending is paused or not enabled. Two separate checks apply to a new account: verifying your email, which confirms the address is yours, and account review, which decides whether your account can send.
Verify your email
The team reviewing your account can see whether your email is verified, so do this first.
- 1Find the verification email we sent when you signed up, and click the link.
- 2If the link has expired, or the email never came, click Resend email in the banner on Overview, or Resend verification in the Setup Guide. A link works for 24 hours.
- 3When the banner has gone, you're verified.
Account review
We check every new account before its first email goes out. You don't need to apply or submit anything. Your status shows in the banner on Overview, and in Settings on the Email deliverability tab.
| Status | The banner says | Can you send? | What to do |
|---|---|---|---|
| In review | Your account is under review. | No | Keep setting up. Importing subscribers and building pages, templates and sequences all work |
| Approved | No review banner | Yes | Choose your handle if you haven't: the banner will ask |
| Not approved | Sending isn't enabled on your account. | No | Read the reason in the banner, then use Contact support on the banner |
| Paused | Sending is paused on your account. | No | Read the reason in the banner, then use Contact support on the banner |
What happens next
- When you're approved, we email the account owner once. Broadcasts and sequences can go out from then on.
- If you have no handle yet, that email and the Overview banner ask you to choose one. Your first send needs it.
- A refused account can be looked at again later, and a paused one can be resumed. Both are decided by our team.
What can go wrong
- A send is blocked during review. Broadcasts and sequence emails stay blocked until you're approved. On the Email deliverability tab you'll see Sending is not enabled yet. You can still register a domain there while you wait.
- Sending is paused, but everything else works. That's expected. Broadcasts and sequence emails don't go out until it's resolved. The rest of your account keeps working.
- You see a full-page Account Suspended screen. This is different from paused sending: your whole account is blocked and you can't use the dashboard. Use the Contact Support button on that screen and quote your account email.
- No verification email arrives. Check your spam folder, then resend. A resend replaces the earlier link.
Sending to people who didn't agree to hear from you is the quickest way to have sending paused. The Terms allow us to freeze sending while we review consent records, so keep yours. See consent and unsubscribes.
Frequently asked questions
Will I be told when I'm approved?
Yes. We email the account owner the first time sending is approved.
Can I do anything to speed up the review?
Verify your email and fill in your account so we can see who you are. To ask about your review, open a request from Help & Support.
Does my trial wait for the review?
No. Your trial starts when you sign up, whether or not your review has finished.
Ready to try it?
Open your dashboard and follow along — or create a free account.