A few things are checked before any campaign goes out. If one isn't right, you'll see a message saying what's wrong. Here's what each one means and what to do.
The Next button is greyed out
Each step's Next button stays greyed out until that step is ready, so you can't reach the last step with something missing.
- Subject: type a subject line.
- Design: click one of your designs.
- Who gets it: with Groups & lists, tick at least one group or list. A note under the list says so. If nobody in the ones you ticked can be emailed, the count beside Audience reads 0 people. Tick another group or list, or see “No recipients found” below.
- When: with Send later, pick a date.
Red warnings in the send window
- Your email design must include an unsubscribe link. Put the unsubscribe link back in the footer of your design or your Header & Footer.
- A product card in this email has no product chosen, so it would arrive saying “Product name”. Open the design and pick a product for the card, or remove the card.
- A button in this email doesn't link anywhere. Give the button a link in the designer, or add your website under Website URL in Setup → Business address. Once you have a website there, or a connected Shopify store, a button with no link of its own goes to it.
- This email has a “What they left behind” block, which only fills in when a drip sends it. Remove the block from the design, or send the design from a drip instead.
- This email uses a form that's been deleted, so its button would go nowhere. Pick another form for it in the designer, or take it out.
You can't confirm the send until these are fixed.
An amber note about your address
If you haven't added a postal address, or the design leaves it out, the send window shows a note in amber. It doesn't stop the send. US and Canadian law requires a postal address in marketing emails sent to people there, so add one in Setup → Business address if you email people in either country.
Messages after you click send
- Your sender email isn't verified yet. You'll also see this when you schedule a campaign. Click Verify your sender email under the message, or go to Setup → Sender details, and enter the code we emailed to that address.
- No recipients found for this campaign. Everyone you picked has unsubscribed, had their emails stopped or is on a never-email list. Click See who on the Who gets it step to check before you send.
- The design for this campaign no longer exists. It was deleted after you chose it. Pick another on the Design step.
- A message that you've used your sends for the month, or that the email would go to more people than you have sends left. This only happens on the Free plan. Send to a smaller group, wait for your allowance to reset on the first of the month, or upgrade.
- A message that a test needs at least 3 people. Turn the A/B test off, or send to more people.
- Sending is paused because your bounce rate is too high, or because too many people marked your emails as spam. Over the last 30 days, more than 5% of your emails bounced for good, or more than 0.1% were reported as spam, so sending has stopped to protect your reputation. Your drips are switched off too. See Bounces and spam complaints, clean up your list and get in touch with us.
- Sending is off because this account is closing. Go to Setup → Close account and click Restore my account to send again.
- Pick a time in the future to schedule it for. The date and time you picked have passed. Pick a later time, or send it now.
- This campaign is being sent now, so only its name can change. It started sending in another window, or its scheduled time came while the page was open. The page then shows it sending.
There's no Send Now button
On a team, only an admin or the account owner can send or schedule emails. A team member sees a note on the last step in place of the button. Send yourself a test, then ask one of them to send it. See Working with your team.
The campaign shows Failed
A campaign is marked Failed when nobody was left to send to by the time it went out, for example because everyone had reached their how-often limit, or when something went wrong while sending. The top of the campaign says which, under This email didn't go out. Open it from Send and its steps open again, so you can fix what stopped it and send it. Check the Who gets it step first, which shows who it was going to. Anyone it reached is skipped, so nobody gets it twice, and anyone it couldn't reach is tried again. A failed A/B test can't be sent again. Click the ⋯ beside it on the Campaigns page, choose Duplicate, check the copy's Who gets it step and send the copy.
Some emails failed
A sent campaign shows how many of its emails failed beside its other figures. Click Try them again to send it to those people. Anyone it reached won't get it twice.
A campaign stays on Sending
If sending stops part-way, for example while SplashSend is being updated, it carries on by itself within two hours and skips everyone it has already sent to. If something stops it carrying on, the campaign says Not finished yet and what stopped it, and it's tried again every 30 minutes.
A scheduled campaign hasn't gone
If something stops a scheduled campaign, it stays scheduled and is tried again every 30 minutes. The bar at the bottom of the campaign shows Not sent yet and what stopped it. Check your sender address and, on the Free plan, your sends left. Sending yourself a test is a quick way to check your sender address. See Sending yourself a test email.