C12 - Troubleshooting & FAQ

Common problems and fixes: emails not sending, mailbox issues, and frequently asked questions.

By Andres Miramontes

• 6 articles

12.1 Emails not sending

Diagnose in this order 09 outbox 1. Check the Outbox Open Outbox and look at the tabs: Scheduled, Processing, Sent. - Emails sitting in Scheduled with due times in the past → sending is blocked, continue below. - Emails moving through Processing → it's working, just slower than expected. 2. Check the sending window Emails due outside the campaign's Sending Windows wait for the next window. A campaign with a narrow window and a paused-today schedule can look "stuck" while behaving correctly. 3. Check the campaign state Filter the campaign list by Status = Paused. A paused campaign holds all sends. Resume it and watch the Outbox. 4. Check the Daily Sending Limit The mailbox-level Daily Sending Limit (Settings → Mailbox) caps sends across all campaigns. If the limit was hit, additional emails wait until the next day. Multiple campaigns on one mailbox make this cap easier to hit than expected. 5. Check Daily Prospect Start Prospects enter campaigns at the campaign's Daily Prospect Start rate (default 50). If it's set to 5, the campaign moves five new prospects per day — by design. 6. Check the mailbox connection A disconnected or expired mailbox connection halts sends from it. Reconnect under Settings → Mailbox — see Mailbox connection problems. Still stuck? Gather: the campaign name, an affected prospect, and Outbox screenshots of the stuck emails. That's everything support needs.

Last updated on Nov 13, 2026

12.2 Mailbox connection problems

Symptoms 14 settings mailbox - Emails from a mailbox stop sending while others continue. - The mailbox shows a disconnected or error state in Settings → Mailbox. - You recently changed the mailbox password, or your provider reset app access. Common causes 1. Password or security change — changing your email password breaks the stored connection. Reconnect. 2. Provider security events — providers (especially Google and Microsoft) revoke access or force re-auth after security changes. Re-authorize. 3. Token expiry — OAuth connections can expire and need re-authorization. 4. IMAP credentials — for IMAP mailboxes, verify server, port, and credentials are still valid. Fix 1. Go to Settings → Mailbox. 2. Find the affected mailbox and reconnect it, authorizing fresh. 3. Verify the per-mailbox settings survived (signature, opt-out statement, Daily Sending Limit). 4. Send a test email. Prevention - After any corporate password policy change, expect to reconnect. - Check the mailbox list weekly — a silently expired connection means a silently stopped campaign.

Last updated on Nov 13, 2026

12.3 Prospect import issues

Import failed or won't start 02 prospects - File format — save as CSV (not XLSX). Check for corrupted rows or merged cells. - Size — very large files may need splitting; import in batches. - Encoding — save as UTF-8 so accented characters survive. Fields imported wrong - Column mapping — the most common cause. Re-check the mapping step: name → name, email → email, and so on. - Shifted columns — commas inside field values shift data. Quote fields containing commas in your CSV. - Custom fields missing from mapping — create the custom field in account settings before importing. Emails look wrong - Trim spaces; lowercase addresses. - One email per row — extra columns don't count as additional addresses. - Validate format: [email protected]. Malformed addresses bounce later. After a bad import Don't leave broken records in the database — filter for the affected import (Imported From activity filter), fix or delete, and re-import corrected. Bad data compounds: every campaign built on it inherits the problem.

Last updated on Nov 13, 2026

12.4 Why campaigns pause

Campaigns pause for good reasons 01 campaigns If a campaign paused itself, one of these fired: 1. Auto-reply trigger — a prospect's auto-reply paused the campaign for that prospect. This is by design: don't follow up into an out-of-office. Find it via the trigger notifications or the prospect's timeline. 2. Manual pause — someone on the team paused it (the campaign list filter Status = Paused shows all). Check with the team before resuming — there was probably a reason. 3. Deliverability protection — high bounce rates or provider blocking can trigger protective stops. If sends are bouncing at unusual rates, pausing is correct; fix the list first. Resume checklist 1. Identify why it paused (trigger event, manual action, or deliverability). 2. Fix the cause: reconnect the mailbox, clean the bounced list, wait out the out-of-office. 3. Resume, then watch the Outbox for the next hour to confirm sends flow. Don't just resume blindly Resuming without fixing the cause reproduces the problem. The pause is the safety brake — respect it.

Last updated on Nov 13, 2026

12.5 How opt-outs work

The prospect's experience 02 prospects Every campaign email includes the opt-out statement (configured per mailbox, with an include toggle). When the prospect clicks the opt-out link, PersistIQ marks the prospect opted_out — no confirmation, no email to them, done. What happens next, automatically - Scheduled sends cancel — queued emails to that prospect don't go out. - The sequence stops — the prospect exits active campaign processing. - The trigger fires — the opted out default trigger runs its actions. - They become filterable — the Opted Out filter in Prospects (ACTIVITY group) shows them. What you should do - Nothing, mostly. That's the point of automation. - Exclude opt-outs from new lists — before adding prospects to any campaign, filter out the opted-out set. - Never manually re-contact an opted-out prospect. Beyond the deliverability damage, it's a compliance exposure. - Sync elsewhere — if opt-outs originate in other tools, connect Segment or use webhooks to keep one consistent opt-out truth. See the Integrations collection.

Last updated on Nov 13, 2026

12.6 FAQ index

Setup 01 campaigns Where does the app live? https://persistiq.com/app (sign-in at persistiq.com/users/sign_in). The old app.persistiq.com host is retired — update bookmarks. See Logging in and the PersistIQ app. Which mailbox providers can I connect? Google, Microsoft Exchange, Microsoft 365, Yahoo, AOL, GMX, Namecheap, and IMAP. See Connecting a mailbox. Where do I get an API key? On the Integrations page in settings. See Getting your API key. Campaigns How many prospects enter my campaign per day? The Daily Prospect Start rate — default 50. See When prospects get added to a campaign. Auto vs Manual send? Auto sends automatically when due; Manual holds each email in the Outbox for your approval. See Creating a campaign. Classic vs Continuous? Classic runs each prospect through once; Continuous cycles prospects. See Creating a campaign. My campaign stopped sending — why? Check the Outbox, sending window, campaign status, Daily Sending Limit, and mailbox connection. See Emails not sending and Why campaigns pause. Email behavior Where does my signature come from? Per mailbox in Settings → Mailbox — not from templates. See Signatures in templates. What happens when someone clicks the opt-out link? The prospect is marked opted_out and contact stops automatically. See How opt-outs work. A prospect is on vacation — will we keep emailing them? No: auto-replies pause the campaign for that prospect by default. See The seven default triggers. Templates What's the SEVEN SECOND TEST? A built-in readability check — can a prospect grasp your email in seven seconds. See The Seven Second Test. What are Snippets? Four per-prospect fields for researched personalization lines. See Snippets and custom fields in templates. Tools Is Email AI in Gmail the same as Email AI in the app? No — separate surfaces that don't share state. See Email AI vs the web app. Can I add prospects from LinkedIn? Yes — the Chrome Extension finds emails and adds prospects in one click. See PersistIQ Chrome Extension. Don't see your question? The collection for that feature area (left navigation) has the full article list.

Last updated on Nov 13, 2026