When You Need This Guide
Use this troubleshooting guide if:
Your campaign shows a "Failed" status
Your scheduled campaign never sends
Your campaign sends to fewer contacts than expected
You see error messages when trying to send
Step-by-Step Troubleshooting
Follow these checks in order to identify and resolve sending issues:
Step 1: Check Your Campaign Status
Look at your campaign's current status in SendX.
If status shows "Failed": Your campaign encountered a critical error. Continue through the remaining steps to identify the cause.
If status shows "Scheduled" but hasn't sent: Verify you selected the correct date and time. Campaigns scheduled for past dates or with timezone errors will remain stuck in scheduled status.
Step 2: Verify Domain Authentication
Your sending domain must be properly verified before campaigns can be sent.
Navigate to Settings > Domain Authentication
Check that SPF, DKIM, and DMARC records are verified
If any show "Not Verified" or "Pending," complete the DNS setup process
Why this matters: Email providers reject campaigns from unverified domains to prevent spam. This is a foundational requirement.
Step 3: Review Campaign Content Requirements
Ensure your campaign includes all required elements:
Subject Line
Cannot be empty
Check that your subject line was saved properly
Unsubscribe Link
Required in all campaigns
SendX typically adds this automatically, but verify it appears in your email footer
Content Quality
If your campaign was quarantined, it likely triggered spam filters
Avoid excessive capitalization, multiple exclamation marks, or spam trigger words
Review content and make necessary adjustments before resending
Step 4: Check Your Audience
Your campaign needs valid contacts to send to.
Open your campaign and check the recipient count
Verify the list or segment contains contacts
Common audience issues:
Empty lists or segments
All contacts are suppressed (unsubscribed, bounced, or complained)
All contacts previously received this campaign (for drip campaigns)
Note: There is no minimum list size, but you need at least one valid, active contact.
Step 5: Verify Email Credits and Plan Limits
Check your account has sufficient resources to send.
Email Credits:
If you've exhausted your email credits, campaigns will fail completely
Go to Settings > Billing to check your remaining credits
Purchase additional credits or upgrade your plan to resume sending
Plan Limits:
If you've exceeded your plan's contact limit, all campaigns will be stopped
Scheduled campaigns will remain scheduled but will fail when send time arrives
Upgrade your plan or reduce your contact count to resume sending
Step 6: Review User Permissions
Confirm your account role allows campaign sending.
Check your user role in Settings > Team Management
Viewer roles cannot send campaigns
Contact your account administrator to adjust permissions if needed
Step 7: Dedicated IP Warm-Up (If Applicable)
If your account uses a dedicated IP address, check the warm-up status.
During warm-up, sending volume gradually increases
Campaigns may send slower than expected until warm-up completes
Skipping warm-up steps can cause deliverability issues
Contact support if you're unsure about your IP warm-up progress.
Special Cases
Smart Send Behavior
If you're using Smart Send without sufficient historical data:
All emails will send during your preferred time window (rather than being optimized)
This isn't a failure, but may not provide the engagement boost you expect
Schedule campaigns 48 hours in advance to allow data gathering for better optimization
Drip Campaign Issues
For drip campaigns specifically:
Verify the drip campaign itself is activated
Check that individual email steps are activated
Review the drip report to see where contacts are in the workflow
Inactive campaigns or steps will prevent emails from sending.
Important Notes
Difference Between No Sends vs. Partial Sends
Campaign not sending at all indicates a critical blocker (domain, credits, content issues)
Campaign sending to fewer contacts than expected typically relates to audience issues (suppressions, duplicates)
When Scheduled Campaigns Fail
If your account situation changes (credits exhausted, plan expired) between scheduling and send time, the campaign will fail at the scheduled time
Always verify account status before scheduling campaigns far in advance
Common Questions
Q: My campaign shows "Failed" but I don't know why. What should I do?
Work through the troubleshooting steps above in order. The most common causes are domain authentication, missing email credits, or content issues.
Q: Can I resend a failed campaign?
Yes. Once you've resolved the issue, you can resend the campaign. Make sure to fix the underlying problem first to avoid repeated failures.
Q: Why did my campaign send to only a few contacts?
This usually means most contacts in your list were suppressed (unsubscribed, bounced, marked as spam) or had already received the campaign. Check your audience health and list quality.
Q: Will I be charged credits for a failed campaign?
No. Credits are only deducted for successfully delivered emails.
Q: My domain is verified but campaigns still won't send. What's wrong?
Move to the next troubleshooting steps. Check content requirements, audience size, and account limits. If issues persist, contact SendX support with your campaign details.
Still Having Issues?
If you've worked through all these steps and your campaign still won't send, reach out to SendX support with:
Your campaign name or ID
The error message or status you're seeing
When you first noticed the issue
Our team can investigate account-specific issues and provide personalized assistance.