Sending and deliverability

​

Emails not sending

• Sends are queued and processed in batches. Large campaigns can take time. Refresh the dashboard; if status stays “Sending” for hours, contact support.
• Check that you haven’t hit your daily or monthly email limit. The app blocks new sends when you’re over cap. See Billing and Troubleshooting: billing.

• Check spam/junk. Add the sender to your contacts or safe senders.
• Confirm the account email (where tests are sent) is correct in your profile.
• Wait a few minutes; delivery can be delayed. Try again or send to a different address.

• Upload or add at least one contact and ensure they’re active (not unsubscribed or suppressed). See Contacts overview and Contact lifecycle.
• If you chose “By tags,” ensure some contacts have the selected tags.

​

Bounces and complaints

• Hard bounces (invalid address, domain doesn’t exist) are automatically suppressed. Remove or fix bad addresses in your list; avoid bought or scraped lists.
• Soft bounces (mailbox full, server down) may be retried by the provider. Repeated soft bounces can lead to suppression. Clean your list and avoid role addresses (e.g. info@) unless they’re valid inboxes.
• Keep bounce rate low (e.g. under 2%) to protect sender reputation. Use the Dashboard and Campaign analytics to monitor.

• Recipients marked the email as spam. We suppress complainers and they won’t receive future campaigns. Too many complaints hurt reputation.
• Improve content: clear subject lines, relevant copy, obvious unsubscribe link. Don’t send to people who didn’t opt in. See Deliverability basics.

• Unsubscribe links are required and honored. Unsubscribed contacts are excluded from future sends. This is normal and keeps you compliant.

​

Tracking and metrics

• Tracking uses a pixel (opens) and signed links (clicks). Some clients block images or strip tracking; metrics can be undercounted.
• Data can take a short time to appear. Refresh the campaign detail page or dashboard.
• If a campaign shows zero opens/clicks for a long time after sends, check that links and images in the email are intact and that the campaign actually sent (check “Emails Sent” and “Emails Delivered”).

• Ensure the date range includes the send date. Dashboard and campaign detail pages filter by selected range.
• “Emails Sent” includes all attempts; “Emails Delivered” is successful delivery. CTR is (Total Clicks / Total Sent) × 100. See Campaign analytics and Dashboard overview.

​

What we do to protect deliverability

• We send via our email provider and sync with their suppression list so we don’t resend to bounced or complained addresses.
• Contacts are validated and we avoid sending to unsubscribed or suppressed contacts.
• Content and signatures are sanitized; we may flag spam-prone wording when possible.