Emails Not Sending
It can be frustrating when you've launched a campaign but emails don't seem to be going out. Here's a checklist to troubleshoot why your emails might not be sending:
1. Check Campaign Status:
- Go to the Campaigns section.
- Find the campaign in question. What is its status?
- Draft / Inactive: The campaign hasn't been launched yet. You need to review and click "Launch" or "Activate".
- Scheduled / Pending: The campaign is launched but is waiting for the initial sending window or a delay before the first step. Check the schedule settings.
- Paused: The campaign was manually paused. You'll need to resume it.
- Completed: All emails for all contacts in this campaign have been sent or processed.
- Active / Running: Emails should be sending. If stats (like Sent count) aren't increasing, proceed to the next steps.
2. Verify Sender Connection:
- Go to the Senders section.
- Find the sender account(s) assigned to the campaign.
- Is the status "Verified" or "Connected"? If it shows "Error", "Disconnected", or requires re-authentication, emails cannot be sent.
- Try reconnecting or re-verifying the sender. See the Sender Connection Issues guide.
3. Check Contact List and Statuses:
- Ensure the correct contact list(s) were selected for the campaign.
- Are there contacts in the selected list(s)?
- What are the statuses of the contacts in the list? Emails will NOT be sent to contacts who are:
- Unsubscribed
- Bounced (Hard Bounced)
- Marked as Spam Complaint
- Already Completed this specific campaign
- Potentially excluded by suppression lists or exclusion rules set in the campaign.
4. Review Sequence Step Configuration:
- Delays: Check the delay set for the specific step that isn't sending. Is it waiting for a long delay period (e.g., several days)?
- Sending Window: Check the days and times configured for the step. Emails will only send during the allowed window. Consider timezone differences.
- Paused Step: Is it possible the specific step within the sequence was paused?
5. Check Account-Level Issues:
- Subscription Status: If you are on a paid plan, is your subscription active? A failed payment could pause sending capabilities. Check your billing status.
- Sending Limits: Have you hit the daily sending limit imposed by your sender provider (Gmail, Outlook, SMTP service) or potentially a limit set by BuffSend itself (especially on free plans)?
- Account Verification: Are there any outstanding verification steps required for your BuffSend account or sending domain?
6. Potential Background Task Delays:
- Email sending relies on background tasks. Occasionally, there might be a delay in the processing queue, especially during peak times or system maintenance.
- Wait a reasonable amount of time (e.g., 30-60 minutes). If emails still aren't reflected in the campaign stats, and you've checked all the above, it might be a system issue.
Still Not Sending?
If you've gone through this checklist and emails are still not sending as expected, please contact support with the specific Campaign Name or ID, and details about when you launched it and which steps aren't working. Providing screenshots of your campaign setup can also be helpful.
