Step 1: Check for Account Banners
Before anything else, look for any warning banners at the top of your SendX account. These banners appear when there is an issue that must be resolved before you can send campaigns.
Common banners you may see:
Domain authentication issue: Your sending domain has not been verified or authenticated. Emails sent from an unauthenticated domain are more likely to be rejected or land in spam. You will need to complete domain authentication before sending.
Hard bounced contacts: One or more contacts in your list have hard bounced previously. SendX flags this to protect your sender reputation. You will need to review and remove these contacts before proceeding.
General account warning: A broader issue with your account that requires your attention. Read the banner carefully and follow the steps it recommends.
Important: Campaigns cannot be sent until the issues flagged in account banners are resolved. Address all banners first before troubleshooting anything else.
Step 2: Check If Your Campaign Is in Quarantine
If there are no banners but your campaign is not sending, open your campaigns list and check the status label on the affected campaign.
If you see the status "Quarantine", it means your campaign has been flagged for review before it can be sent. This is an automated process designed to protect deliverability across the platform.
What to expect:
Quarantined campaigns are reviewed and cleared automatically.
Clearance typically happens within 2 to 6 hours.
You do not need to take any action. Simply wait for the review to complete.
Once cleared, your campaign will resume sending automatically.
Note: Quarantine does not mean your campaign has been rejected. It is a temporary hold pending review.
Step 3: Check If Your Campaign Has Already Been Sent
If your campaign status shows "Sent", your emails have left SendX and are queued for delivery through email servers.
What to expect:
Delivery is not always instant. Emails can take up to one hour to arrive in your contacts' inboxes.
High volume sends may take slightly longer depending on queue conditions.
If your contacts still have not received the email after one hour, move to Step 4.
Step 4: Still Not Delivered After Several Hours?
If it has been more than 4 hours since your campaign was sent and emails are still not arriving, this could be due to an issue outside of SendX. Common reasons include:
ISP level filtering: The recipient's email provider may be blocking or delaying delivery.
Email bounced: The contact's email address may be invalid or inactive.
Contact unsubscribed: The contact may have previously unsubscribed from your emails.
Contact suppressed: The contact may be on your suppression list due to a prior bounce, complaint, or manual suppression.
What to do:
Reach out to SendX Support and include the following details:
The name of the affected campaign.
The specific email address(es) where delivery is not happening.
This information helps the support team investigate quickly and identify whether the issue is at the ISP level or tied to a specific contact's status.
Quick Reference: Campaign Status and What It Means
Status | What It Means | Action Needed |
Banner visible | Account issue blocking sends | Resolve the flagged issue |
Quarantine | Campaign under automated review | Wait 2 to 6 hours |
Sent | Campaign dispatched, queued for delivery | Wait up to 1 hour |
Sent but not received after 4 hours | Possible ISP, bounce, or suppression issue | Contact support with email address |
Frequently Asked Questions
My campaign says "Sent" but I haven't received the test email I sent myself. Why? Delivery to your own inbox can occasionally take longer due to your email provider's filtering. Wait up to an hour. If you still do not receive it, check your spam or junk folder, and verify that your email address is not bounced or suppressed in SendX.
How do I know if a contact is suppressed or unsubscribed? Go to your Contacts section in SendX and search for the specific email address. The contact's status will indicate whether they are active, unsubscribed, bounced, or suppressed.
Will a quarantined campaign still go out to all my contacts? Yes. Once the campaign clears the review process, it will be sent to all intended recipients. No contacts are dropped as a result of quarantine.
Can I speed up the quarantine review? No. The review process is automated and runs on a fixed cycle. If your campaign has been in quarantine for more than 6 hours, contact SendX Support.
What is a hard bounce and why does it affect my sending? A hard bounce means an email was permanently undeliverable, usually because the address does not exist or the domain is invalid. Sending to hard bounced addresses repeatedly damages your sender reputation, which is why SendX requires you to address them before sending further campaigns.