When e-mail does not work: a troubleshooting guide
The common e-mail problems in one place — e-mails in spam or not arriving, a domain that will not verify, an unconfirmed sender, a campaign that will not send or reaches nobody — with the fix for each.
Find the problem below and follow the link for the details.
E-mails go to spam
- In Email → Domains, your domain shows SPF, DKIM and DMARC all ✓ — and the campaign is sent from a sender on it.
- The list has only people who asked for your e-mail.
- Analyze in the editor shows a low spam score.
More: Deliverability: reaching the inbox.
An e-mail did not arrive
| Look at | Tells you |
|---|---|
| Transactional → Find recipient | Whether the address is blocked, every message sent to it and its bounce log. |
| The message's Delivery timeline | Whether it was delivered, delayed or refused — with the server's words. |
| The person's state on the list | Unsubscribed, Bounced or Suppressed get no campaigns. |
delivered means their server took it: it is in their spam, promotions or a filter. See Transactional e-mail.
The domain does not verify
The page lists what is missing. Usually: two SPF records instead of one, a value pasted with a typo, the full name where the provider wanted the short one, or Cloudflare's orange cloud on the CNAME records. DNS can take hours. See Send e-mail from your own domain.
The campaign will not send
The message shows on the campaign's page after Send Now, and at its top when a scheduled send failed.
| Message | Fix |
|---|---|
| Campaign is missing template or sender. | Choose both in the campaign. |
| Sending domain is not verified. Re-verify DNS records before dispatching. | Fix the domain, or pick a sender on a verified one. |
| Sender email address has not been confirmed. Click the link in the confirmation email. | Confirm the sender: Senders. |
| Template is missing a required unsubscribe link. | Add the Footer block or {{unsubscribe_url}}. |
| Sending and scheduling need the "Can send campaigns" permission. | Ask someone who has it, or an admin to give it to you. |
| The trial's daily limit | During the trial, 200 e-mails a day; the recipes' order and account e-mails are not counted — send less or choose a plan. |
| The A/B test has no variants. Add them, or turn the A/B test off. | Add the variants, or turn Enable A/B Testing off. |
| Something went wrong while sending. Click Send Now to try again; if it fails again, write to [email protected]. | As it says. |
The campaign reached nobody
Everyone on the list was added without marketing consent, or unsubscribed and bounced. See Lists.
A scheduled campaign is a draft again
A check failed when it was due. The campaign's page says which at the top — This campaign did not go out — and the list marks it Not sent: Scheduling.
Personal details came out wrong
Empty greetings, tags with braces: Merge tags.
Still stuck
Write to [email protected] with the campaign's name or the message ID from Transactional, the address that did not get it, and what you expected.