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5.7.13 bounce: user account disabled

5.7.13User account disabledPermanent: retrying will not help

Typical wording
525 5.7.13 User account disabled

What it means

RFC 5248 registered X.7.13, “user account disabled”, with reply 525. The server accepted the credentials, so they are correct, but the account itself is disabled. The RFC gives examples: non-payment, abuse, or evidence of a break-in.

Unlike 5.7.8, the password is not the issue, and changing it in the client will not help. Somebody, usually the provider or the domain administrator, has turned off the account or its sending ability.

Some providers use other codes for the same situation (for example 5.7.1 with a text about a suspended account, or a provider-specific code), so a 525 5.7.13 is only one way this can surface. A 4.7.13 form is not normally used.

Likely causes

  • The provider suspended the account after it sent spam, often because the password was stolen.
  • Unpaid billing on the mail plan or domain.
  • An administrator disabled the user, for example after they left the organisation.
  • Automatic protection after suspicious sign-ins from unusual locations.

How to fix it

  1. Sign in to webmail or the provider’s admin portal to see the account status and any notice explaining the suspension.
  2. If the account was compromised, change the password, revoke app passwords and sessions, and check for forwarding rules an attacker added.
  3. Settle billing or ask your administrator to re-enable the account, as appropriate.
  4. Once restored, check whether your domain or IP picked up blocklist entries while the account was abused.

Checks that apply

  • Blacklist Check Shows whether your sending IP or domain landed on blocklists during any abuse that led to the suspension.
  • Domain Health Gives an overall check of SPF, DKIM, and DMARC so that legitimate mail authenticates well once the account is back.
See the example diagnosed

The classification runs without network lookups and we never store your paste.

FAQ

Will a new password fix 5.7.13?
Only if the provider re-enables the account. The code says the login worked but the account is switched off.
How long does reactivation take?
It depends on the provider and the reason. Billing holds clear quickly; abuse suspensions may need a support review.

All 191 bounce codes