Troubleshooting
Why can't I send my campaign?
Fix campaigns that won't send. Covers unverified workspaces, a disabled Send button, missing audiences, past schedule times and held campaign emails.
This article helps when a campaign refuses to send, sends to nobody, or sends but its emails don’t go out. Work through the causes in order: the first one is the most common for new accounts.
Symptoms
- Sending shows the error Workspace not verified.
- The Send campaign button on the last step is disabled.
- Scheduling shows Pick a time in the future.
- The campaign finished with 0 recipients.
- The campaign sent, but its emails show Held in the report or in Email APIEmails.
Cause
| What you see | Cause |
|---|---|
| Workspace not verified | Unverified workspaces can’t send campaigns at all. The API returns 403 with the code unverified_workspace_recipient. |
| Send campaign is disabled | The From email, From name, subject or content is empty. The Checks card on the send step shows which. |
| Can’t continue past Recipients | No audience is selected: At least one audience is required. |
| 0 recipients | The audiences have no subscribed contacts. Unsubscribed and suppressed contacts are skipped. |
| Pick a time in the future. | The scheduled time has passed. Only draft campaigns can be scheduled. |
| Emails Held | The workspace ran out of credits. Campaign emails cost 2 credits each and are charged as they’re sent. |
| Emails Bounced right away | The From address uses a domain that isn’t in this workspace. |
The Missing unsubscribe link! check is a warning, not a block, but you should still fix it. See Why is the unsubscribe link missing from my campaign?.
Fix
-
Get production access. If you see Workspace not verified, an admin submits Request Workspace Verification under Requests in WorkspaceSettings. Until it’s approved, use Send test to preview the campaign with workspace members. See Production access.
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Complete every field. Go back to Sender and Subject and fill in From name, From email and subject. Use a From address on a domain verified in this workspace, so the email is signed with your DKIM key. Then add content in step 3.
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Choose an audience with subscribers. On the Recipients step, select at least one audience and check the estimated recipient count. See Audiences and Import and export contacts.
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Pick a future time. Choose Immediately, or a time in the future under Schedule. To change a scheduled campaign, use Cancel Schedule to return it to draft, then schedule it again.
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Top up credits before large sends. Make sure your balance covers 2 credits per recipient. If emails were held for credits, buy credits in WorkspaceBilling, then retry the held emails. Don’t duplicate and resend the campaign, or recipients who already got it receive it twice. See Why is my email held?.
For the full flow, see Create a campaign and Test and schedule.
Still stuck?
Contact support or ask in Discord with the campaign name and a screenshot of the send step.