Why Might My Campaign Not Send in SendX, and How Can I Resolve It?
If your campaign is not being sent as expected in SendX, it could be due to a variety of reasons, ranging from issues with settings and configurations to system prerequisites or technical conditions. This guide provides a step-by-step overview to troubleshoot and resolve common barriers to campaign sending.
Common Causes and Resolutions
1. Initial Checks: User Roles and Permissions
Ensure that your user account has the necessary permissions to create and send campaigns. Some roles, like "Viewer," may restrict the ability to execute campaigns. Contact your administrator to verify and adjust your role permissions if necessary.
2. Campaign Settings and Prerequisites
Incomplete Approvals or Pending Review Campaigns may not send if awaiting approval or review. Check the status of your campaign in SendX and look for any error messages or unmet requirements. Resolve all requirements before attempting to send your campaign.
Smart Send Option Usage If Smart Send doesn't have enough historical data about your audience, all emails send during your preferred time window instead of being optimized. This isn't a failure, but it may not give the engagement boost you expect.
Drip Campaign Activation Issues Ensure that drip campaigns and their individual email steps are fully activated. Deactivated components can halt the workflow and prevent emails from being sent. Check the drip report to verify campaign and step activations, and monitor contacts' progress through your campaign.
3. Technical Prerequisites: Dedicated IP Warm-Up Process
If you are using a dedicated IP address, the warm-up process might be affecting your campaign speed or preventing delivery. The warm-up phase helps build the reputation of your IP and skipping it can cause issues. Ensure the warm-up is completed before sending campaigns at full volume.
4. Domain Authentication, Content, Audience and Credits
Domain authentication: go to Settings > Domain Authentication and check that the SPF, DKIM and DMARC records are verified. Email providers reject campaigns from unverified domains, so complete the DNS setup for any record showing "Not Verified" or "Pending".
Campaign content: the subject line can't be empty, and the email footer must include an unsubscribe link. If the campaign was quarantined, it likely triggered spam filters, so remove excessive capitalization, multiple exclamation marks and spam trigger words before resending.
Audience: open the campaign and check the recipient count. Empty lists or segments, contacts that are all suppressed (unsubscribed, bounced or complained), or contacts that already received the campaign (drip campaigns) can leave nothing to send.
Email credits and plan limits: if you've exhausted your email credits, campaigns fail. If you've exceeded your plan's contact limit, campaigns are stopped, and scheduled campaigns fail when the send time arrives. Check Settings > Billing, then buy credits or upgrade your plan.
Scheduled campaigns: if a campaign shows "Scheduled" but hasn't sent, confirm the date and time are in the future and compare the campaign's time zone with your local clock.
Account-Level Restrictions and Trial Limitations
During trial periods or under specific account plans, certain sending restrictions might prevent campaigns from reaching all recipients. For instance, free trial accounts may limit the number of emails being sent (e.g., to just 9 recipients).
Trial Account Restrictions: Confirm whether your account is under a trial plan and check its emailing limitations. Upgrade to a paid plan to unlock higher sending capacity.
Account Locking Issues: If the trial has expired or limits are exceeded, features like campaign sending might lock. Verify subscription status and consider adjustments.
Troubleshooting Guide
Follow these steps to address issues with campaign sending:
Review User Permissions: Confirm that your account role allows campaign creation and sending. Adjust permissions if needed.
Check Campaign Status: Verify whether your campaign is pending review or requires additional approvals in SendX. Meet any required conditions.
Smart Send Behavior: Without enough historical data, Smart Send sends everything in your preferred time window. This isn't a failure, so check the other items on this list if the campaign hasn't gone out.
Complete IP Warm-Up: For users with dedicated IPs, ensure the warm-up process is ongoing or completed before sending campaigns.
Contact Support if Issues Persist: If none of these steps resolve your issue, reach out to SendX support for further assistance.
Verify Domain, Content, Audience and Credits: Check domain authentication (SPF, DKIM, DMARC), the subject line and unsubscribe link, the recipient count, and your email credits and plan limits.
Verify Activation of Drip Campaigns: Ensure that both the drip campaign and its individual email steps are activated. Inactive stages can impede workflow and prevent progress. Check drip reports to confirm functionality.
Understand Trial Account Limitations: Verify whether trial account restrictions limit sending capabilities. If trial limitations are causing issues, consider upgrading to a paid plan to lift these constraints.