Troubleshooting

Start with the workspace, your role, resource status and Marketing capacity. Retain the identifier and error message to investigate the same work.

I cannot send or activate

Free supports preparation and authorized tests, but not commercial broadcasts or activation. Review Marketing in Billing and usage: a Transactional plan does not enable Marketing campaigns.

Check available and reserved quota, authorized sender and published designs. If the design is a draft, save and publish a valid version. Editor access does not demonstrate sending capacity.

A listed contact does not receive email

Check active status, subscription, suppression and whether the address changed after message acceptance. Creating, importing or adding to an audience does not grant consent.

Resubscribing after an unsubscribe requires a valid new request and confirmation; importing cannot reverse it. Do not recreate profiles or edit states to bypass suppression. For tests, also check address authorization, which is separate from consent.

The audience is unexpected

Check type, rules, operators and missing fields. Condition audiences do not support manual assignment. Save and evaluate; wait for a complete generation of the current revision.

Saved broadcasts retain their previous generation. Evaluating again does not automatically update that draft: review and save its selection before launch. Member count may exceed eligible recipient count.

A broadcast is stopped or completed without all deliveries

Check pause state, UTC schedule, quota and access. The queue can start after the scheduled instant. Completed means preparation ended, not that every message was delivered.

Inspect individual emails. Cancellation cannot recall submitted mail or automatically release uncertain outcomes. For technical failure, request review of existing work; creating another broadcast may repeat recipients.

An automation does not start or use my changes

Check activation, enrollment, trigger priority and reentry policy. For dates, review repetition, timezone and profile date. For external events, names must match and the contact must belong to the workspace.

Resume continues the previous publication; activate to publish the draft. Pausing does not freeze deadlines. Simulation and message tests do not create real journeys or certify triggers and timing.

An outcome is uncertain or metrics lag

submission_unknown needs reconciliation, not a new sending operation. In Analytics, review period, context, mode and reception health. An administrator can recover persisted receipts after correcting the cause; this does not send the message again.

For operator help, share workspace, resource ID, time, code and requestId when available. Avoid keys, confirmation tokens and email bodies. Also see workspace troubleshooting.