We have a very good customer who’s email has been flagged as suspicious email so has continued to be skipped since March. How do I clear the “suspicious email” tag on her profile?? She isn’t receiving anything from us including abandoned cart and thank you emails.
Best answer by Dov
Thank you for sharing that information with the Klaviyo Community. I understand this can be frustrating, but I am happy to provide some assistance.
Suspicious emails are email addresses that have hard bounced at least once across the Klaviyo infrastructure even if they have never hard bounced in your account. While you cannot unblock a suspicious email yourself, our support team can unblock a suspicious email address for you. The quickest way to get this resolved is to send an email to firstname.lastname@example.org with the subject “Remove Suspicious Email” and provide screenshots of a recent email correspondence (thread) with the email address in question. Once the team has screenshots of this email address sending/receiving email, they can remove the suspicious status which will allow the email address to receive email again.
Thanks and have a wonderful day.