Common issues and how to fix them. If your situation isn't listed, open a support ticket from the Help menu.
My Campaign Won't Send
"No recipients selected" — you didn't pick an audience, segment, or tag on the Recipients step. Go back to that step.
"Sending domain not verified" — you set a From address on a domain that isn't verified yet. Either verify the domain (Sending Domains) or change the From to a verified one.
"Plan quota exhausted" — you've hit your monthly email limit and overage isn't enabled. Upgrade your plan or wait until next billing period.
"Mailing address not set" — go to Settings and fill in your agency mailing address. Required for CAN-SPAM.
My Open Rate Suddenly Dropped
Often this is a measurement issue, not a real engagement drop:
Apple Mail Privacy Protection inflates open rates by ~30-40%. If your audience has shifted toward different email clients (e.g. corporate Outlook users with image blocking), your apparent open rate drops even though real engagement is unchanged.
A recent subject line change that's less compelling — try A/B testing.
Audience fatigue — too-frequent sends to the same list. Try reducing cadence or segmenting more tightly.
Deliverability issue — your emails may be landing in spam folders. Check the Bounce rate and Complaint rate metrics; if either is up, that's the cause.
I Sent to the Wrong Audience
Email can't be unsent once it's left our queue. If you're still within ~5 minutes of clicking Send, the campaign may still be queued — go to the campaign page and click Cancel send if the button is present.
If it's already gone out, your best options are:
Send a follow-up apology email to the same audience explaining and disregarding the previous
Remove the wrongly-included contacts from the audience so they're not in future sends
Pause any related automations to prevent further wrong sends
Images Aren't Loading in Recipients' Inboxes
Many email clients (especially corporate Outlook) block images by default and require the recipient to click "show images" before they render. This is universal and not specific to Marketing.
Always include descriptive alt text on images so the email still makes sense without them.
Don't put critical info (call-to-action, headline) inside an image — use real text. Images-as-text break for image-blocking and screen-reader users.
My Sending Domain Won't Verify
See the Troubleshooting Verification section of the Sending Domains guide. Most issues are DNS-record-formatting mistakes that re-pasting the values fixes.
A Contact Says They Never Subscribed
Go to the contact's profile and look at the Source field — every contact records how they joined (form X, import Y, manual on date Z, etc.).
If sourced from a form/popup/landing page, the Consent snapshot shows the exact consent text they saw, IP address, and timestamp.
If sourced from an import or manual entry, you can't prove consent from Marketing's side — this is why we recommend never importing purchased lists.
If the contact insists they didn't consent, the right move is always to unsubscribe and remove them immediately, regardless of what your records show.
I Got a Spam Complaint
When a recipient marks your email as spam (via the "Report spam" button in their email client), Marketing:
Suppresses that contact from all future sends platform-wide
Logs the complaint against the campaign
Counts it toward your sender reputation metrics
Single complaints happen — even with good content, some people click "spam" instead of "unsubscribe." A complaint rate above 0.1% per send is a warning sign and Marketing will surface this in the campaign report.
A Contact's Email Bounced
Soft bounce (mailbox full, server temporarily down) — Marketing retries automatically. Contact stays subscribed.
Hard bounce (mailbox doesn't exist, domain doesn't exist) — Marketing suppresses the contact permanently and marks them as
bounced. You can't accidentally re-email a hard-bounced address.Hard bounces are common when importing old lists — many addresses have gone away. A bounce rate above 5% on a campaign is a deliverability warning sign.