Amazon SES Probation FAQ
Q1. I received a probation notice. What does that mean?
We have detected a significant issue with the sending on your account and we're giving you time to fix it. You can still send normally for now, but if you don't fix the problem in the allotted timeframe or sending allowance, your Amazon SES sending privileges might be suspended.
Q2. Will I always be notified if I am put on probation?
Yes. You will receive a notification at the email address of the AWS account associated with the Amazon SES probation.
Q3. Will the Amazon SES probation affect my use of other AWS services?
Q4. What should I do if I'm on probation?
You should do the following:
If your situation allows it, stop sending mail until you fix the problem. Although probation does not affect your ability to send mail through Amazon SES, if you continue to send mail without first making changes, you are putting your continued sending at risk.
Look at the email you received from us for a summary of the issue.
Investigate your sending to determine what aspect of your sending specifically triggered the issue.
Once you have made your fixes, send us an appeal telling us about the fixes you made (see Q6. How do I submit an appeal?). Note that you should appeal your probation only after you've made your changes—do not submit an appeal outlining changes you plan to make. If you do, we will ask you to contact us again once the fixes are actually in place. If we find that you have fixed the problem, we'll take you off probation.
Be sure to provide any information we specifically request. We need this information to evaluate your case.
Q5. What is an appeal?
An appeal is when you reply to a probation or suspension notification (or email email@example.com from the email address associated with your AWS account) and provide the specific information we need to determine whether we can remove the probation or suspension. For a list of information to provide, see Q6. How do I submit an appeal?.
Q6. How do I submit an appeal?
Just reply to the probation notification. If you cannot find the probation notification, send your appeal to firstname.lastname@example.org from the email address associated with your AWS account. In your appeal, you should explain in as much detail as possible the following three things:
An explanation of how and why you think the problem occurred.
A list of changes you have already made to address the issue (not changes you plan to make).
An explanation of why you believe these changes will prevent the problem from happening again.
Please read the FAQ specific to your issue (for example, bounces) to see if there is additional information you need to provide in your appeal.
Failure to provide this information will delay the appeal process because we will request the remaining information before we can make a decision. In addition, be sure to provide any additional information we specifically request during the appeal correspondence.
Q7. What if my appeal isn't accepted?
We will respond to you explaining why your appeal wasn't accepted, and you will often have the option of appealing again after you address the issue. For example, we might ask you for more information, and once you provide the information, your appeal might be accepted. As another example, if you tell us how you will fix the problem and haven't actually fixed it, we'll ask you to contact us again once you've actually fixed the issue.
Q8. Can you help me diagnose the problem?
Typically we can give you only a high-level overview of your issue (for example, that you have a problem with bounces). You will need to investigate the root cause on your end.
Q9. How will I know if I'm off probation?
We will provide this information in our response to your appeal, or in some cases you will receive an automated notification at the email address associated with your AWS account. The notification will indicate either that you're off probation, or that your account has been suspended because you haven't fixed the problem.
Q10. Will I always have a probation period if there's a problem?
No. There are two cases in which you might not be provided a probation period:
If your sending problem is very severe, you might be immediately suspended. As with any suspension, we will send you a notification at that time.
If you show a pattern of repeated probations, eventually you might be suspended rather than being put on probation again. For this reason, it is important to address the underlying problem rather than just the specific incident that caused a specific probation. For instance, if a particular campaign triggers a probation, you must do more than simply stop that campaign. You need to determine which properties of the campaign were problematic and ensure that you have processes in place so that your future campaigns won't have the same issue.
Q11. What if I make my fixes shortly before the probation is due to expire?
Contact us through the appeal process to let us know that you fixed the problem.
Q12. Can I get help from my AWS representative or Premium Support?
If you are actively working with an AWS account representative, we will contact him or her regarding your probation, and he or she might be able to help you to better understand the problem. Feel free to contact your representative directly as well. If you are signed up for Premium Support, you might also want to engage that team to help with this process.