Suppressed email addresses are people who cannot be sent any emails through SmartrMail. 

Email addresses are suppressed because they have come across from your ecommerce platform, but they never opted into receiving email marketing. 

Suppressed email addresses do not count toward your SmartrMail bill.

Why Do I Have So Many Suppressed Email Addresses?

When you first connect SmartrMail to your Shopify, BigCommerce, Neto or WooCommerce account, you might find that a large number of suppressed email addresses. This is often caused by your customers not 'opting-in' for marketing when they originally signed up to your list.

In addition to this, occasionally some stores accidentally upload a CSV subscriber list from customers who have opted-in to receive emails directly into their ecommerce platform, but mark 'Accepts Marketing = No' by mistake. 

This will cause these email addresses to be opted-out of email marketing and they will show in SmartrMail as suppressed. 

How Can I Unsuppress Email Addresses?

If this issue has occurred to you, you can fix this by re-uploading the customers into your ecommerce platform and making sure the column in the CSV 'Accepts Marketing = Yes' for the customers who have opted-in to receiving emails.  

More details on how to do this are here: https://help.shopify.com/manual/customers/import-export-customers 

How To Unsuppress Individual Email Addresses

You can also unsuppress individual email addresses if you know they have opted into receiving email marketing by accessing the subscriber's profile in your ecommerce platform and marking them as opted into receiving email marketing. 

IMPORTANT: Do not mark email addresses as having opted into receiving email marketing if they haven't. This is both violates laws including CAN-SPAM and the GDPR as well as severely harming your email deliverability.

If that doesn't help, feel free to reach out to our support team for further assistance. 

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