Why is my sending paused?

Jounce paused sending for your whole workspace, not for one email. Almost always, too many recent emails bounced or were marked as spam. That can hurt delivery for everyone on your list, so the pause protects where your mail lands. The banner tells you the reason.

What’s safe

Anything already sent went out. Your audience, drafts, forms, and automations are untouched. Test sends and your forms’ confirmation emails still go out.

A big email that was going out when the pause came stops where it is and reads Partly sent. It doesn’t send the rest later. Sending it to the same audience again would give a second copy to everyone who already has it. See Why does my email say Partly sent?

A smaller email that was already going out isn’t stopped. It finishes as usual.

What waits

Campaign sends, A/B winner rounds (the send to the rest of your list), and the emails your automations would send. Each keeps its place and goes out on its own once sending resumes. On the Emails page a waiting email’s label reads Sending paused.

A scheduled email that’s more than a day late by then doesn’t go out on its own: it waits for your OK, and its label reads Needs your OK. See Why does my email say Won’t send?

An A/B winner round that’s more than a day late by then doesn’t go out on its own either. Its label reads On hold. Write to hello@jounce.com to send the rest.

After a pause for bounces or spam complaints, your list warms up again from the first daily limit, so a held email bigger than it doesn’t go. See What a pause holds and what keeps working.

If you press the send button while paused, the page after you send reads Sending paused. It says Sending is paused on this workspace and gives the same reason as the banner.

Then it says This email is waiting behind the pause and goes out once it lifts; if it’s more than a day late by then, it waits for your OK instead. Get help sits under Back to emails and opens this page. When a pause stopped an email before it went out, its results page offers the same Get help.

There’s no Try again, because sending again can’t get past the pause. Don’t send a copy of the email either. The original and the copy would both go out once sending resumes, and your list would get the email twice. See What a pause holds and what keeps working.

How you find out

A red banner shows at the top of the app, and the workspace owner gets an email. The email gives the same reason the banner does. A workspace that started paused gets no email — the banner is the whole story there. See The sending banner and The Sending is paused email.

Two pauses bounces didn’t cause

Some pauses have nothing to do with your list. The banner says so instead of blaming bounces, and so does the page after you press send.

• Someone at Jounce paused sending on this workspace. A person at Jounce set it by hand. Write to hello@jounce.com and ask why.
• The person who created this workspace already had sending paused somewhere else. So this one started paused too. A new workspace starts paused when the person who made it already runs a paused one. Ending the other pause doesn’t end this one — write to hello@jounce.com.

Neither banner offers Review your audience, because your audience isn’t what stopped the send. Neither asks you to clean anything up, and cleaning up won’t end either pause. Both offer Get help, which opens this page. So does the email the workspace owner gets when a person at Jounce pauses sending by hand.

What to do about bounces and spam complaints

A pause doesn’t end on its own, and waiting it out doesn’t help. If bounces or spam complaints caused your pause, stop their source first, then write to hello@jounce.com. A person at Jounce checks what you did and writes back. Get sending again after a pause has the steps.