Troubleshooting Common Sending Problems
You can narrow down most sending issues by checking setup, subscribers, content, email delivery service, and subscriber status.
Overview
When something goes wrong, do not guess from the final symptom. Walk backward through the send.
First check whether the campaign was configured correctly. Then check the delivery connection. Then check your email delivery service. Then check the subscriber's status and inbox. This order usually finds the cause faster than changing several things at once.
What to Check
- If the delivery connection is missing, check that the connection is enabled and assigned to the current workspace.
- If the test email fails, check email delivery service credentials, sender verification, region, email delivery service account status, and the exact error message. For authentication failures, start with Sender Domains and Email Authentication.
- If subscribers did not receive the campaign, check whether the campaign was sent, whether the subscriber count was correct, and whether subscriber statuses allowed sending.
- If emails land in spam, review sender authentication, list quality, complaint rate, content, links, and whether the sender is new. Use DMARC Alignment and Sender Reputation and Spam Rate to narrow the cause.
- If links are wrong, fix the URL in the draft or template, then send a new test before you send again.
- If campaign metrics are missing, confirm that open or click tracking is enabled and that email delivery service webhooks are configured where needed.
- If the subscriber count is too large or too small, open the segment and check each rule in plain language.