Emails not sending
Nick Steeves avatar
Written by Nick Steeves
Updated over a week ago

PersistIQ is the machine that powers your outbound emails. If at any point you're wondering why your emails have not been sent, the following situations could explain what's happening in your account. 

Hint: You can quickly learn the status of your sent emails by clicking the envelope icon in the top right-hand corner of your screen. 

Reasons for Emails Not Sending 

#1 : There was a change made on your email provider.

Did you make any changes on your email like changed the password?

Your emails are being sent through your email provider thus any changes on your email directly affects your PersistIQ account. If so, we need to update your PersistIQ account as well.

Please contact support for us to assist you in reconnecting your mailbox.

#2 : You are not an active user

If you have not activated yourself as a user in your PersistIQ account, you won't be able to send emails. Click here to learn about activating users on your account. 

#3 : Your email is not connected 

PersistIQ uses your email mailbox to send outbound emails. If you have not connected your email to your PersistIQ account, emails cannot send. Access  'My Settings' to connect your email, or learn more about basic account setup here

#4 : Waiting for sending window

Applying sending windows to your campaigns allows you to designate specific days/times that you'd like emails to send. 

Emails approved outside of your campaign's sending window will remain in a processing state until the window opens. Check the details of your sending windows in your campaign settings to make sure you're within the designated sending time. 

#5 :  Reached 24-hour sending limit

PersistIQ allows you to set a cap to the amount of emails that are sent from your account on a daily basis, and emails could remain processing if you've hit this limit for a certain day. 

By default, your account's limit will be set depending on your current subscription. You can adjust this in My Settings and Billings -> Personal Settings -> Mailbox

#6 :  Your campaign is paused

If your campaign is paused then no emails will send.

#7 :  Your email provider is blocking or limiting your emails 

Your email provider (Google, Exchange, Office 365) can control or limit the number of emails sent at any given time. Reasons for your email provider limiting your ability to send can vary greatly. Unfortunately, PersistIQ does not have control over your email provider. 

Learn more about sending limits here.

If you've checked your account and none of these reasons apply, contact our support team and we'll help in every way we can! 

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