> ## Documentation Index
> Fetch the complete documentation index at: https://docs.nudgen.net/llms.txt
> Use this file to discover all available pages before exploring further.

# Sending and deliverability

> Emails not sending, bounces, and spam

## Emails not sending

**Campaign stuck or “sending” for a long time**

* 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](/en/billing/overview) and [Troubleshooting: billing](/en/troubleshooting/billing).

**Test email didn’t arrive**

* 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.

**“No active contacts” or reach is zero**

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

## Bounces and complaints

**High bounce rate**

* **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](/en/dashboard/overview) and [Campaign analytics](/en/campaigns/analytics) to monitor.

**Spam complaints**

* 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](/en/concepts/deliverability-basics).

**Unsubscribes**

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

## Tracking and metrics

**Opens or clicks not updating**

* 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”).

**Analytics look wrong**

* 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](/en/campaigns/analytics) and [Dashboard overview](/en/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.

For more, see [Deliverability basics](/en/concepts/deliverability-basics) and [Contact lifecycle](/en/contacts/lifecycle).