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Paused : SES ACCOUNT

0

Hello, my SES account is paused after internal review.

I tried to reply the case but i wont get the point. After a carefull re-view of my account, i found and solved all the problems. Replied the case but no one answered it and case seems to be solved.

Everyday i tried to re-open it with information but case seems to be solved. I really need the SES account back as normally.

I tried to open a technical support case and all my support cases will be declined and directing to INTERNAL REVIEW case which is no one helping me.

Here's some information about the case:

**sep 1: ** Hello,

There's an issue related to your Amazon SES account that requires your attention. This message contains more information about these issues, and some information that might help you resolve them.

We only change your sending status in order to protect your reputation as a sender, and to ensure that other SES customers' ability to send email isn't impacted. We may pause your account's ability to send email so that you have time to address these issues. When you fix these issues, we'll restore your account's ability to send email.


IMPORTANT CHANGE IN YOUR SENDING STATUS

You're listed as the primary contact for AWS account XXXXXXXXXXXX. We've paused your account's ability to send email using SES in the US East (N. Virginia) Region, effective immediately.


DETAILS

We recently performed a manual review of your account's email-sending practices. During our review, we identified characteristics that could cause email providers or anti-spam organizations to classify your messages as spam.

The methods we use to make this decision are proprietary, so unfortunately we can't provide specific details. In general, we only perform manual reviews when our automated systems indicate that an account is sending unsolicited email.

Please review your email-sending practices and procedures to determine the causes of this issue. Common factors that could cause this issue include, but aren't limited to, the following:

  • Messages that are flagged by commercial anti-spam filters
  • Message content that implies that the recipient didn't explicitly ask to receive this type of message from you
  • A mismatch between the branding in the messages and the sending email address
  • Messages that contain content that's commonly associated with unsolicited sending
  • Email-sending patterns that are associated with unsolicited sending
  • Sending from or linking to domains that have poor reputations with online reputation monitoring systems

The actual cause of this issue might be a combination of these factors, or it might be something not listed here. You're responsible for determining the cause of the issue, and for developing a plan to fix it. You should begin your investigation by reviewing the items in this list, and by considering your current bounce and complaint rates.

Sep 6

Hello,

I'm xxxx with the AWS Digital Messaging Team, your case was escalated to me for a Senior Level Review.

I have carefully reviewed your account and the information you have provided. We appreciate your efforts to use Amazon SES. However unfortunately, we are unable to grant your request to use Amazon SES.

We understand that you may not agree with the outcome however your email-sending patterns resemble those of businesses that email providers and anti-spam organizations consider problematic.

We made this decision to ensure that other customers can continue to use Amazon SES without experiencing service interruptions.

We cannot assist you further with this issue, and we will not respond to additional messages on this subject.

Sep 6 Hello,

This is Batuhan, the owner of the account. I'm using SES nearly 5 months and im pretty happy to use SeS. I switched Amazon from Mailchimp. Since SES is much more easy and cheap, i have a serious problem.

My SES account ( XXXXXXXXXXXX ) is paused.

I got a notification that about manual review. I try to solve the problem but still XXXXXXXXXXXX is paused.

I'm using Sendy the 3p mail app for sending mails using SeS. Sendy is also handling the bounces and compls.

I have a very low bounce rate. Even all the recipents are GDRP free and expecting to hear from me, i will use Bouncer to clear the mailing lists before sending them. As you can see, the bounce rate of mine is very low.

All the recipents are waiting to check their mails from me, you can see the compl. rate is under %1.

After i got the notification for manual review, i clearly check the whole system from A to Z.

I found that we have no problem on the system. Because bounces and compl. are way too low.

Support team let me know that the mail sending patterns are the main problem. I checked previous sent mail campaigns and found 2 customers are using nearly the same mail pattern..

I told you before that im using Sendy the 3p app for sending mails. Also all of my customers are using Sendy for sending their emails.

I added a new security feature to evalutate mail patterns before sending them.

I'm very concerned about my SeS account ( XXXXXXXXXXXX)

If i can not able to use SES, i will start thinking about using AWS. Because SeS is the only main feature im using on AWS.

Please help me to restore my sending ability back. This is an urgent problem for me.

Sep 6 Hello,

This is Batuhan, the owner of the account. I'm using SES nearly 5 months and im pretty happy to use SeS. I switched Amazon from Mailchimp. Since SES is much more easy and cheap, i have a serious problem.

My SES account (XXXXXXXXXXXX ) is paused.

I got a notification that about manual review. I try to solve the problem but still XXXXXXXXXXXX is paused.

I'm using Sendy the 3p mail app for sending mails using SeS. Sendy is also handling the bounces and compls.

I have a very low bounce rate. Even all the recipents are GDRP free and expecting to hear from me, i will use Bouncer to clear the mailing lists before sending them. As you can see, the bounce rate of mine is very low.

All the recipents are waiting to check their mails from me, you can see the compl. rate is under %1.

After i got the notification for manual review, i clearly check the whole system from A to Z.

I found that we have no problem on the system. Because bounces and compl. are way too low.

Support team let me know that the mail sending patterns are the main problem. I checked previous sent mail campaigns and found 2 customers are using nearly the same mail pattern..

I told you before that im using Sendy the 3p app for sending mails. Also all of my customers are using Sendy for sending their emails.

I added a new security feature to evalutate mail patterns before sending them.

I'm very concerned about my SeS account ( XXXXXXXXXXXX)

If i can not able to use SES, i will start thinking about using AWS. Because SeS is the only main feature im using on AWS.

Please help me to restore my sending ability back. This is an urgent problem for me.

Sep 10 Hello,

On 01.07.2022, my accounts SES ability is paused. I try to solve the problem after your support case but i didnt managed it.

I was using Sendy, to handle bounces and compls. Also i was using opt-in and opt-out options on my mails.

After the support case, i found the problem. In your support case, you told me that anti-spam providers have classified my mails as spam.

Please find the below information for new changes :

-I found that 2 of my customers are using the same e-mail pattern. They sent their mail campaigns afterwards of each other.

-I deleted all the identities on SES console. ( incl that 2 accounts )

  • I deleted all the Sendy files for a brand new start and i cleaned all the suspension lists for my account.

  • I deleted the all files related to all customers even on Sendy app and my SES Account.

-To avoid this kind of spam patterns we are now allowing email campaigns without reviewing it.

-We also had a low bounce rates and low compliance rate. to make it much more clear we will use mail250 and usebouncer.com for mail list cleaning before sending any mails.

-All the lists will maintain on Sendy app and we automate them to clear twice in month.

-We permanently banned those 2 mail accounts and customers from our mailing system.

Could you please help me to re- activate my sending ability on SES? I clearly solved all the problems and i wont let it happen again.

I know that you have to protect your other customers on the shared ip, thats why after getting my sending ability back, i will swap to dedicated ip and this could solve all the problems at once.

Please, help me to get my sending ability back, i dont want to face some other problems with my customers.

I wont let it happen once again. You can check the attachments for fresh starts.

I'm really in need of getting my AWS SES ability back, all of my customers are waiting to get their invoices and product catalogues after the fair. Please help me to solve the problem.

All of my group companies are paused right now. I have 6 different companies which are sending their monthly and weekly newsletter mails and customer are trying to reach us if there is any problem or not.

You can lower my sending limits back to 50.000 even it will work for you. We are now using our forms on double opt-ins.

This double opt in forms will let us to reduce spam traps and will remain our reputation as high as we can.

Now user will go and double opt-in to sign in to my mailing list. We also clear our list twice a month using 3p bounce providers.

We always try to send solicited and high Quality mails. All of our Customer are waiting to read our monthly newsletters, unsolicited or low-quality content is never ever sent from our adresses.

Our customers are never ever contacted AWS for complaing. Because we have our compliance forms and links . After a review, we found nothing on our compliance, because our comp rate is below %1( 0.07%)

We never change our mail patterns and we are not allowing to send same or similiar patterns on our next mail campaigns. Because we found that 2 of our customers send almost the same pattern and we deleted those two accounts.

We never have unsolicited mails. All of our customers are replying to us and ask more about related the mail campaigns. Wen ever advertise our products from our newsletters. Because all of the customers are willing to have more information regards to our products and they want to hear more features from our products and services.

So i clearly solved the problems and system is now fully activated, please let my SES account ability to send mails.

All i need is my SES abilty back. Please help... Hello all of my support cases will reverting back to this support case. It seems to be resolved. But my problem is still going on. Could you please review the case?

  • UPDATE:

    I've reached the 2nd time to AWS Chat.

    2nd time , they told me about they sent an internal ticket to SES team.

    Still no sound from SES team..

    Here's the mail i got: " Hello there.

    I understand that you would like to enable your SES account, I'll be happy to assist.

    In order to fulfill your request, I will collaborate with our specialized team.

    Rest assured I will update you as soon as they respond to my internal ticket.

    You are welcome to reach out at any time with further questions or concerns.

    Thank you for your patience while we work to resolve your query. "

  • UPDATE: Have a live chat with support. I've been told that the additional information which i've provided is not enough for SES team, so they remain my account as paused.

    I have nothing to do, there is no do's or dont's from SES team; i will try to reach them with new information ( I have nothing to do new, but i will try to cover my file up )

    So on this update, we can see; there is no contact ability for SES Team, They are untouchables... There is no way to reach them.

    I'll try my luck for a brand new case + replying to the old case. I'm %100 sure i have nothing to do. But i'll try my luck.

  • UPDATE:

    They reached me for another ticket regards to the topic.

    Result is terrible. They never checked the new information.

    They just copy paste the following :

    Hello,

    Thank you for contacting the Simple Email Service team. ᅠ It looks like you have already opened a case for this request: xxxxxxxxx. For more information about this issue, please refer to that case. ᅠ This duplicate case will be closed to make it easier to keep track of the issue. ᅠ We appreciate your cooperation in this matter.

    almost a week, still no solution.

    *Edit removed Account ID - Randi S.

  • UPDATE:

    I've finally reachto AWS Premium Support. We had an online meeting via Chime.

    I told them that i've provided some new additional info about my ticket. I also follow their own document which is located here => https://aws.amazon.com/tr/premiumsupport/knowledge-center/ses-resolve-account-review-pause/

    I wrote down maybe 2 papers of MS Word, stil nothing.

    SES team is keep ignoring me and my cases..

  • UPDATE :

    I keep opening new cases until they reply me.

    The below one is the main case , the rest cases are all related to the main one

    https://ibb.co/qgJ5ZsY

1 Answer
-1

Hello,

I understand that your SES account was paused after an internal review by the SES team.

Requests pertaining to moving SES Accounts out of sandbox, and granting with production access/Limit Increase are handled by the SES team. This is a different team to AWS Premium Support and this is a team dedicated to handling requests such as - increasing sending limits, lifting sandbox restrictions, granting production access, etc.

From Premium Support side, we are able to assist with technical queries related to the SES service; but granting/denying production access for SES Accounts is solely based on the decision of the SES team. AWS Premium Support does not have the ability to influence that decision, and/or grant production access for SES Accounts.

So, if you would still like to obtain production access for your SES Account, then I would request that you reply back on the currently active Support case and mention the following :

  1. Issues you have identified that caused the sending pause
  2. Steps taken at your end to address the issues

You can request for a re-review of your production access request on the Support case, or you can also submit a new Production Access request - https://docs.aws.amazon.com/ses/latest/dg/request-production-access.html

However, please note it is possible that the SES team may or may not be able to provide further information/update regarding your request to move your SES Account out of sandbox and grant production access.

If your query is still not addressed or routed to the concerned team, please create a new Support case and share the case number here with us.

answered 13 days ago
  • Hello thank you for kind info's.

    But i experience what you told and im sure that they are keep ignoring my new additional information:

    On ticket 10683105311 which is the main case, i added some new information for them. Case seems to be resolved and i got nothing.

    On ticket 10753888311, i asked AWS support to help me regards to the topic 10683105311 ( main case )

    Everytime i got an live support, i asked them to transfer my case as internal ticket to SES team.

    Every time i got nothing.

    So should i start thinking move to Alibaba cloud ?

    Because my ses account is paused, i got nothing to do. I have provided all information and i got nothing but ignorance..

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