What Account Locking Means
Your SendX account can be temporarily locked when certain account issues occur. During a lock, you can still log in and view your data, but email sending and most active features are disabled until the issue is resolved.
This is different from account deletion. A locked account is meant to be temporary and reversible, with your data safely stored while you address the underlying issue.
Why Accounts Get Locked
Your account may be locked if:
Payment issues occur
Your payment method fails or your subscription cannot be renewed.
You exceed your contact limit
The number of contacts in your account goes beyond your current plan's allowance.
Your bounce rate is too high
If too many of your emails bounce, your account may be locked to protect deliverability and sender reputation.
In rare cases, accounts may also be permanently suspended due to violations of our Terms of Service, including phishing, spamming, or abusive behavior. Permanent suspensions follow different rules (see below).
What You Can and Cannot Do While Locked
You Can Still:
Log in to your account
You and your team members retain access to view your account.
View your data
You can browse contacts, campaign history, and reports in read-only mode.
Receive unsubscribe requests
Contacts can still unsubscribe from your emails, and those requests will be processed.
Receive webhook data
Active webhooks will continue sending data back to your connected systems.
Use integrations
Third-party integrations may still update your SendX account.
You Cannot:
Send emails
All email sending is disabled, including manual campaigns and automated emails.
Run automations or bulk actions
Workflows and bulk operations are paused.
Schedule new campaigns
Any scheduled or active campaigns are stopped immediately. Emails already in the sending queue at the time of locking may still be delivered.
Export your data
Data export features are disabled while your account is locked.
How Your Data Is Protected
Your data is fully preserved and securely stored while your account is locked. This includes:
Contacts and contact lists
Email templates
Campaign history
Reports and analytics
Forms and landing pages
Domain authentication settings
Custom images
API keys
Automations and workflows
Within 6 months: All your data remains intact and will be fully restored when you reactivate your account.
After 6 months: While you may still be able to access your data, we cannot guarantee complete preservation of all account elements. Some data may be lost after this period.
Special Considerations for Free Trial Users
If your free trial expires and your free trial is expired, your data is preserved but certain features will be disabled until you upgrade to a paid plan.
What happens to your features:
Forms and landing pages will exist in your account but will not function until you upgrade. They are not deleted and can be reactivated once you subscribe to a paid plan.
Templates, domain authentication, and images are fully restored and functional upon reactivation.
After 6 months: For free trial users specifically, we cannot guarantee data preservation beyond 6 months. If you plan to use SendX in the future, we recommend upgrading or exporting your data before this period ends.
How to Protect Your Data
Even though your data is preserved during an account lock, it's always good practice to maintain regular backups.
Export Your Contacts
Go to Contacts in your SendX dashboard.
Select the contact group or list you want to export.
Click the Export button.
Download the CSV file to your computer.
Export Your Campaigns
Navigate to Campaigns.
Select the campaign you want to save.
Use the Export option to download as CSV or PDF.
Important: You can only export contact and campaign data directly. For templates, forms, and other assets, consider saving copies or taking screenshots of important configurations before your account is locked.
How to Unlock Your Account
If your account is locked, follow these steps to restore full access:
1. Identify the Reason
Check your email or account dashboard for notifications explaining why your account was locked.
2. Resolve the Issue
For payment failures: Update your payment method or retry the payment through your billing settings.
For contact limit overages: Upgrade your plan to accommodate your contact list size, or remove inactive contacts to get back within your current plan's limit.
For high bounce rates: Review your contact list quality and remove invalid email addresses. You may also need to contact support for deliverability guidance.
3. Contact Support
If you need assistance or are unsure how to resolve the issue, reach out to the SendX support team. Provide details about the lock reason and any steps you've already taken.
4. Reactivate Your Account
Once the underlying issue is resolved, your account will be unlocked and all your data will be restored immediately.
What to Expect After Reactivation
Within 6 months of lock:
All your data, features, and settings are fully restored. You can resume sending emails, running automations, and using all SendX features without any additional setup.
After 6 months:
While most data should still be accessible, there may be some gaps or missing elements. Campaign timelines, certain settings, or historical data may be incomplete.
For free trial users upgrading:
Your forms and landing pages will become functional again once you complete your upgrade to a paid plan. All other features are immediately accessible.
Permanent Account Suspension
In cases of serious violations, including phishing, spamming, or abuse, your account may be permanently suspended without warning.
When this happens:
Data is deleted immediately and cannot be recovered.
Reactivation is not possible.
No refunds are issued.
If you believe your account was suspended in error, contact support immediately. However, permanent suspensions are rarely reversible and are only applied in cases of serious policy violations.
Important Notes and Limitations
Data export is disabled during lock
Once your account is locked, you cannot export your data. Always maintain regular backups as a precaution.
Team access remains intact
All team members can still log in during a lock, but they will also have read-only access.
Six-month timeline is critical
While your data is safe within 6 months, waiting longer increases the risk of data loss. Act quickly to resolve the issue and reactivate.
Free trial limitations
Forms and landing pages for trial users remain in your account but won't function until you upgrade. This ensures you don't lose your work, but you'll need a paid plan to use these features.
Common Questions
Can I still access my account if it's locked?
Yes, you can log in and view your data, but you cannot send emails or make changes.
Will my scheduled campaigns still go out?
No. Scheduled and active campaigns are stopped immediately when your account is locked. Only emails already in the sending queue at the moment of locking may continue to deliver.
How long is my data stored after the account is locked?
Your data is fully preserved for 6 months. After that period, some data may be lost, though you may still be able to access portions of your account.
What happens if I'm on a free trial and it expires?
Your data is preserved, but forms and landing pages will be disabled until you upgrade. Templates, contacts, campaigns, and other features are fully restored when you reactivate.
Can I export my data while locked?
No. Export features are disabled during a lock. Make sure to export regularly before any account issues occur.
Will I get all my data back if I reactivate within 6 months?
Yes, all your data and settings will be fully restored when you reactivate within 6 months.
What if I can't resolve the lock reason right away?
Contact support as soon as possible. Even if you cannot resolve the issue immediately, communicating with the team can help clarify next steps and protect your data.
Do my integrations and webhooks stop working?
Webhooks will continue to send data, and integrations may still update your account. However, since email sending is disabled, any integration-triggered campaigns will not go out.
Need help unlocking your account? Contact our support team with details about your situation, and we'll guide you through the reactivation process.