Omnisend Email Marketing & SMS

Really glad the support hit the mark - clear answers and real attentiveness go a long way. Thanks for sharing this, it's great motivation for the whole team to keep delivering at that level.

Thank you for sharing your experience. We're sorry that your first interaction with us felt unwelcoming - that's genuinely not the impression we want to leave, especially when you came in ready to grow your email marketing.

As an email service provider, we have compliance requirements in place to protect our sending infrastructure and maintain deliverability for all clients using the platform. Because of this, some businesses may require additional review before they can begin sending with Omnisend.

As part of this process, our Compliance team reviewed the information you provided, as well as the nature and content of your store. Following this assessment, the team determined that we’re unable to provide services for your business under our Acceptable Use Policy. We recognize that it can be frustrating when we’re unable to provide the specific details behind an assessment. While certain aspects of individual evaluations cannot be disclosed, these decisions are made in accordance with our platform policies and the requirements necessary to protect our sending infrastructure.

We appreciate you taking the time to share your experience and understand that this wasn’t the outcome you had hoped for. While the outcome of the review remains unchanged and we may be limited in the details we can provide about the assessment, our team remains available to assist with any other questions or clarification we’re able to provide regarding your account.

Thank you for sharing your experience, and we completely understand why the lack of explanation made this feel concerning.

We’d like to address one concern very clearly: the decision regarding your account was entirely unrelated to your business serving or selling products to the LGBTQ+ community. Omnisend does not restrict access to our services on the basis of the communities a business serves, and we’re sorry that the lack of detail around the decision left room for that concern.

Our system automatically flags certain accounts during the onboarding stage based on signals our compliance tools detect. These signals are entirely unrelated to what a business sells or who it serves. After a manual review by our Compliance Team, a decision was made not to proceed — and while we recognize how frustrating it is to not receive a specific reason, we're unable to share the details of internal compliance investigations. That's not a policy we take lightly, but it's one we apply consistently to all accounts.

We appreciate you raising this concern and giving us the opportunity to clarify it. We want you, and anyone reading this review, to feel confident that the community a business serves was not a factor in this decision. While there are limits to what we can disclose about individual compliance reviews, our team remains available should you have any further questions.