Omnisend Email Marketing & SMS

Thank you for taking the time to share your experience. We’re sorry this situation has been so frustrating, particularly with the volume of messages reaching your inbox and the disruption to your automations. We also regret that your initial support experience didn’t make an already difficult situation easier to navigate.

Given the seriousness of your concerns, our Deliverability team reviewed the case in detail. The messages reviewed were bounce notifications resulting from your email address being spoofed as the sender of messages sent elsewhere. In this type of spoofing, someone external can forge a domain in the “From” field without needing access to the mailbox, website, or Omnisend account. When those messages cannot be delivered, failure notices can be returned to the address they falsely claimed to originate from.

An SPF record does not generate spam, provide access to a mailbox, or enable someone to send through an Omnisend account. It tells receiving mail servers which services are authorized to send email on behalf of a domain. We do understand why the timing made the issue appear directly connected to the SPF change. With the previous, stricter configuration, unauthorized messages could be rejected earlier in the delivery process, before a bounce notice was generated. Changing the configuration affected how some receiving servers handled those messages, which could make the existing spoofing activity visible through bounce notifications.

To help address the underlying issue, our team has recommended strengthening DMARC enforcement, which is designed to help receiving servers handle messages that falsely claim to come from your domain. We’ve also requested the original email files with their full routing information so our Deliverability team can investigate the source further and provide the most appropriate guidance.

We also recognize your concerns about your automations stopping after Omnisend was no longer included in your domain authentication, as well as the communication, billing, and support experience surrounding that period. These account-specific concerns are being reviewed directly with you to ensure they receive the proper attention.

We appreciate the time you’ve spent raising these concerns, and we want you to know that your experience matters to us. While our investigation indicates that Omnisend did not cause the underlying spoofing activity, we understand why the timing and volume of these notifications led you to connect the two. We remain committed to supporting you, addressing the concerns you’ve raised, and ensuring you receive the level of attention and assistance you expect from our team.

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.