Important Notice
If your email-sending practices do not comply with these guidelines, we may suspend your ability to send emails while our team investigates. These guidelines exist to protect both your reputation and Userpilot’s email delivery performance. Before sending any emails, you must confirm that you agree to comply with these guidelines.Our Guidelines
Have Permission
Sending unsolicited emails is a violation of regulations in many countries. Always obtain explicit permission from your users before sending them marketing emails. We may request proof that your recipients have opted in to receive emails from you.Message Valid Users
Userpilot does not tolerate the use of purchased, rented, scraped, or borrowed email lists. You should only contact users who have opted into your communications. We may ask for details on how you obtained your email list to ensure compliance.Maintain a Steady Sending Rate
Avoid sudden spikes in email volume, as this can trigger spam filters and impact deliverability. Gradually increase your sending volume over time to establish a positive sender reputation.Link Authentication
All links included in your emails must be wrapped under your authenticated sending domain. This prevents your messages from being flagged as suspicious, reduces suppression risk, and improves overall deliverability. Avoid sending raw or third-party tracking links without domain authentication.Send Valuable Content
Ensure that your emails provide value to recipients. Do not send misleading, offensive, or illegal content, including get-rich-quick schemes or pyramid schemes. Poor email practices can negatively impact your sending reputation.New Domain Warm-Up Plan
Avoid sending a large volume of emails all at once when using a newly added domain. Instead, start with a small, engaged audience and gradually increase your sending volume over time. This helps maintain a positive domain reputation and prevents emails from being marked as spam. Sudden spikes in volume, especially without a history of high-volume sending, can lead to rate limiting and deliverability issues. Abruptly doubling your email volume may trigger email restrictions or impact your domain reputation. We recommend the following warm-up schedule:| Day | Daily Limit | Hourly Limit | Notes |
|---|---|---|---|
| 1 | 100 | 20 | Send only to your most active users (recently seen with high sessions). Keep content highly relevant and personalized. Monitor bounce/complaint closely |
| 2 | 250 | 50 | |
| 3 | 500 | 100 | |
| 4 | 1K | 200 | At this stage, you can expand to broader segments. You can start including lifecycle campaigns or automated journeys. Avoid sudden jumps; gradual increases only. |
| 5 | 2K | 400 | |
| 6 | 4K | 600 | |
| 7 | 7K | 1K | |
| 8 | 10K | 1.5K | Start including newsletters or larger campaigns. Monitor reputation metrics weekly. By now, your domain should be building strong trust. |
| 9 | 15K | 2K | |
| 10 | 20K | 3K | |
| 11 | 30K | 4K | |
| 12 | 40K | 5K | |
| 13 | 50K | 6K | |
| 14 | 65K | 8K | |
| 15 | 80K+ | 10K+ | You’re fully warmed up. Monitor your reputation on monthly basis. |
The goal is to gradually build trust with inbox providers (Gmail, Outlook, Yahoo, etc.) while keeping bounce and spam complaints low. Start with a small engaged audience, then scale up daily.
We recommend using the “Last seen” user attribute to guide your warm-up plan.For example, on Day 1, send only to users who were active just one day ago. On Day 2, expand to include users last seen two days ago. On Day 3, include those last seen three days ago, and continue gradually widening your segment each day.To keep your sender reputation safe:
- Add a “safety net” rule - don’t expand to the next segment if your bounce or complaint rates were high the day before.
- Skip inactive segments - avoid including users not seen in 90+ days until the domain is fully warmed up.
Shared vs. Dedicated IPs
Once you verify your domain, Userpilot provisions a dedicated IP for you. We then warm it by routing a small portion of mail through the new IP while the rest goes via shared pools, increasing the dedicated share daily until 100% is on your dedicated IPs (typically ~30 days of steady sending).Bounce Management
To protect deliverability, Userpilot automatically pauses email sending if the hard bounce rate reaches 2% of the total sent emails. This safeguard prevents long-term damage to your domain and ensures compliance with best practices.Spam Complaint Threshold
Maintaining low spam complaints is essential. To avoid your domain being blocked or paused, your spam complaint rate must remain below 0.1–0.3% of total sent emails. Exceeding this threshold indicates recipients are flagging your messages as unwanted, which may result in a temporary suspension of your sending ability. To help minimize complaints, attach subscription topics (e.g., product updates, promotions) on all non-transactional emails so recipients can choose what to receive instead of marking your messages as spam.Be Transparent and Authentic
Do not attempt to mislead recipients into believing they are receiving personal emails from someone they know. Identify your brand and include accurate sender details.Include an Unsubscribe Link
You should always include an easy-to-use unsubscribe link in your emails by attaching subscription topics — it’s required by laws like GDPR & CAN-SPAM, builds user trust, and protects your sender reputation. A clear opt-out reduces spam complaints (which hurt deliverability) and ensures your emails keep landing in inboxes. Marketing emails must always have it, and while purely transactional emails don’t legally require one, any message that mixes in promotions should include an unsubscribe option.Monitoring Email Performance
Poor email-sending practices can harm both Userpilot and your business. High bounce rates indicate that emails are not reaching intended recipients, while high complaint rates suggest recipients are unhappy with your messages. If your email metrics exceed our reasonable internal thresholds, we may suspend your email-sending capabilities while our team investigates. If issues persist and we do not see improvements within a reasonable timeframe, we may revoke your email access on the Userpilot platform. Userpilot reserves the right to suspend or terminate accounts engaging in misuse of our email system.Regularly check the suppression list and delivery logs. This helps you quickly spot why certain emails weren’t delivered and take action before it affects your campaigns.
Legal Compliance
These guidelines complement Userpilot’s Terms & Conditions and Privacy Policy. By using Userpilot, you agree to adhere to these guidelines, which may be updated periodically. To comply with global data protection and email marketing laws, you must have recipients’ explicit permission before sending marketing emails. Sending unsolicited emails may be deemed as spam and could result in legal consequences. Please ensure that you have read and understood these documents.What Happens If You Violate These Guidelines?
If we identify any non-compliant email practices, we will:- Issue a Warning: We will notify you of the issue and provide recommendations for compliance.
- Temporarily Suspend Email Sending: If issues persist, we may restrict your email-sending capabilities while investigating.
- Permanently Revoke Email Access: Repeated violations or extreme misuse of our platform may lead to permanent email-sending restrictions.
Contact Us
For any questions regarding these email guidelines or best practices, reach out to us:- Email: support@userpilot.com
- Security concerns: security@userpilot.com