The problems people meet most often with email campaigns, each with its usual cause and the page that explains it in full.
A follow-up never reached someone
In order of likelihood (see also Email sequences):
- They bought since the email before it. Leaves when they buy is on by default.
- Its condition did not come true in time. A follow-up stays due for a week after its wait; if they did not open, click or come back within that week, it is dropped for them. See the one-week window.
- They replied, and Leaves when they reply is on.
- They unsubscribed, bounced or were suppressed. No email goes to them — see the suppression list and bounces and complaints.
- They stopped matching the audience. Every email goes only to people who match the audience when it is due, so a rule that looks back fewer days than the sequence runs stops matching before the last email. The Campaign readiness card on the Target step warns about this — see Choosing who receives an email.
- Your account’s cap held it back, and its week ran out before there was room. A held-back follow-up is offered again on later checks until then — see the account cap in a sequence.
A “Didn’t open” follow-up reaches fewer people than expected
Apple Mail loads every email’s images, so it counts as an open whether the email was read or not, and its users never get a Didn’t open follow-up. Didn’t click has no such problem. See how conditions are judged and “Opened” means the pixel loaded.
Today’s sends are not in the report
Report ranges end at yesterday, the last complete day. Sends are counted about an hour after they go out; to see today’s, pick Date range… → Today on the Performance step, or Reporting: → Today in the top bar of the Analytics pages. See Ranges end at yesterday.
No Bounced or Spam complaints card
The send log holds no sends for the range — for example because they are all older than the account’s per-recipient retention window. Pick a more recent range. The account-wide figures for the last 30 days are on Email deliverability. See Bounced, Spam complaints and Replies.
No Replies card
It appears only once there is at least one reply. Replies are recorded only for emails sent through the Personyze mail server with Track replies on, and automatic replies such as out-of-office are never counted.
Someone unsubscribed but is not on Suppressed addresses
That is expected. People who unsubscribe through your own link, or the one-click button in Gmail and Yahoo, are stopped by their visitor profile: they get no more marketing email, but they are not listed. Suppressed addresses holds hard bounces, spam complaints, three soft bounces within 30 days, unsubscribes your own SendGrid or Mailgun reports, and the addresses you add. See Suppressed addresses.
“Nobody to reach yet” on the User Base step
Nobody in the account has an email address or a phone number yet. People arrive as they sign up or fill a form on your site, or when you import a list or connect an app. See Who you can reach.
Email through the Personyze mail server is paused
The safety guard paused the account for its bounce or complaint rate: once an account has sent at least 200 emails in a week, hard bounces past 5% or complaints past 0.1% over that week pause it. Nothing is lost — the email waits in the queue until support resumes the account, so contact support. Email through your own SMTP server or provider is not affected. See Paused sending.
A new sending domain’s warm-up can also pause it, but only for the rest of the day; it resumes by itself the next day. See Warm-up.
A sending domain stays Pending
Check each record on the domain’s card. One marked red was not found or does not match, and its line says how to fix it — for example, when your DNS host adds the domain to the name by itself, enter only the part before it. Then press Check now. Once every required record is found, the card reads All records found – Amazon is confirming them. Usually minutes, at most 72 hours. See Verify your domain.
Open rate and Viewed do not match
They count different things. Open rate on the General tab counts messages, including one whose recipient opened it and then unsubscribed; Viewed on the Recipient report counts people and leaves those out. The Recipient report also reaches back only as far as per-recipient detail is kept. See Why the two tabs differ.
The Recipient report is empty for an older range
Per-recipient detail is kept for a limited time, so a range older than that shows No per-recipient rows in this range while the General tab keeps its totals. See Dates, time zones and how long detail is kept.
The Users clicked list is shorter than the clicks
Users clicked lists recipients who clicked a recommended item and reached your site, not everyone who clicked a link in the email. To see everyone who clicked, click the Clicked bar on the Recipient report. See The cards.
Recipients stopped after 3 failed attempts
After three failed sends in a row to one person, the sender stops trying. If you believe the address works again — a mailbox that was full, say — press Try again on the Recipient report. See Recipients stopped after 3 failed attempts.
A subject test never names a winner
Each subject needs at least 100 sends before the report names a leader, and the leader must reach the email’s confidence threshold (98% unless changed). Pick the winner automatically also waits until each subject has its minimum sends — 1,000 by default. See The verdict line.
Related
- Reading an Email Campaign’s Report
- Email Deliverability
- Email Sequences
- Set Up Email Sending
- Email Campaigns — the overview
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