My TACENZA Mail account is suspended
A suspended TACENZA Mail account can't send, but you can still sign in and read your mail. Why accounts are suspended and what to do.
If you see “Your account can’t send mail right now.”, your account is suspended. You can still sign in, read your mail and save it – you just can’t send, from the web app or from a mail app.
The notice shows the reason. If it also names an address to write to, write there from another email address.
Why accounts are suspended
Only accounts made through sign-up can be suspended, in one of two ways:
- By the abuse team, after looking at reports about mail you sent. They write the reason you see.
- Automatically, when three different people report mail from your account within a week. Reports from accounts less than a day old don’t count, so nobody can create a few accounts to get you suspended. The abuse team then looks at it, and keeps or lifts the suspension.
A report only counts when the reported message really came from your account – it’s checked against our server’s own signature. Nobody can get you suspended with a forged or made-up email.
Accounts added by a company’s admin are never suspended automatically.
What to do
- Read the reason in the notice.
- Stop anything that might look like spam, such as mailing people who didn’t ask for it.
- If you think it’s a mistake, write to the address in the notice, or contact support. Tell us your Mail address, the reason shown, and why you think it’s wrong.
TACENZA Mail is in development, and the appeal process isn’t written down yet. Until it is, write to us as described above.
Save your mail
A suspended account can still read and save its mail. You can download attachments in the web app, and mail apps such as Thunderbird or Outlook can still read your mailbox.
Read more: Privacy and encryption in Mail in the docs.
Still stuck?
Contact support. Never send your password, recovery key or app passwords.