Sending was paused for reputation or limits

PXCMail pauses outbound sending for a seat or a domain when hard bounces or spam complaints cross the thresholds in the Acceptable Use Policy, when a new account sends faster than its ramp allows, or when a seat hits its daily limit; the console home tells you which, and most pauses lift within an hour of fixing the cause.

Before you start

Admin or Owner role. Compliance can read the reason but cannot request a resume.
The alert email; it names the seat or domain and the measure that tripped.
If the pause followed a burst of mail nobody recognizes, treat it as a possible account takeover and start with report a security incident.

Steps

Console → Home. The banner shows the reason: bounce rate, complaint rate, new-account ramp or per-seat daily limit, with the seat or domain affected and the time.
Bounce rate: open Console → Reports → Deliverability. The failing addresses are listed; remove them from the practice-management or CRM list they came from.
Complaint rate: find the sender and the message in Archive & audit. Newsletters, recall campaigns and mass reminders belong on a marketing platform with unsubscribe handling; transactional mail (statements, appointment confirmations, closing documents) is fine.
New-account ramp or daily limit: the mail is deferred, not lost, and goes out the next day. For a legitimate spike, request a higher limit under Console → Billing → Limits with a sentence on what you send.
Click Request resume on the banner and add a note on what you changed. A human reviews it; most pauses lift within an hour.

Verify

Console → Home shows “Sending: normal”. A test from the affected seat is delivered. The audit log records the pause, your request and the resume with times.

Troubleshooting

Sending paused again a day after resuming. Cause: the list was not cleaned; the same addresses bounced again. Fix: export the failing addresses from Reports → Deliverability and remove them at the source, not just in one mailbox.
Only one user is paused. Cause: that seat crossed the per-seat daily limit or the new-external-recipients-per-hour check, which can signal a compromised account. Fix: confirm with the user what they sent; if they did not send it, reset their password and MFA before resuming.
Patients or clients say they cannot reach us. Cause: none on our side; inbound delivery and access are never paused for reputation. Fix: check your MX records and inbound filters under Domains & connection.

Example

Ortiz CPA, a 9-person firm on Microsoft 365, sent its January organizer reminder to every client from partner Daniel Ortiz’s mailbox in one morning. The seat hit its daily limit by 10 am and the rest was deferred to the next day. Daniel requested a limit increase under Billing → Limits, noting that organizers and extension notices go out twice a year, and moved the firm’s monthly newsletter to the marketing tool it already paid for. The increase was approved the same afternoon and the deferred reminders went out overnight.

FAQ

Is any mail lost during a pause?

No. Deferred mail goes out when the limit resets. Mail held by a reputation pause waits in your provider’s queue until sending resumes; the Delivery tab shows each message’s state.

Does a pause affect receiving or the console?

Never. Inbound mail, webmail, the archive and the console all keep working.

Can my MSP handle this for me?

Yes. Partners see pauses for every client in the Partner console and can request a resume on your behalf; the action is logged under their name.

Where are the exact thresholds?

In the Acceptable Use Policy, under reputation thresholds. Warnings arrive before a pause so you can act first.

Still stuck? A human answers within 15 minutes on chat, 1 hour by email during business hours (24/7 for outages).