If for some reason our system cannot process a step of a workflow or campaign for a contact (e.g. send an email), we put such contacts in error in that step.

Why is a contact in error?

For each contact in error, we add a note that explains the reason why the error occurred. Click on the "contacts in error" button to see the list of those contacts and the error messages.

Error types and how to troubleshoot them

1. Email account has been disconnected

Description: Email can't be sent because the sending address, which was initially selected as the sender in this campaign, has been removed from the account.

How to fix: Select another sender in the outbound settings in the campaign and then follow this instruction.

2. Email account has been put in error

Description: Email can't be sent because the sending address, which was selected as the sender in this campaign, is in error.

How to fix: Reconnect the email account in Settings > Conversations > Email accounts.

3. Owner has no sending address

Description: Email can't be sent because there is no sender in this campaign.

How to fix: Make sure that a sender is selected in the campaign's settings box under the Outbound tab.

4. Contact has no email address

Description: Email can't be sent because the contact has no email address = no recipient.

How to fix: Add an email address. You can use the email finder to search for the email address.

5. No credits left

Description: Your account is on one of our old pricing plans and you run out of credits to send emails.

How to fix: Renew or upgrade your subscription to get new credits. Or contact our support team to switch to a new pricing plan.

6. Sending failed

Description: Sending failed due to a technical reason.

How to fix: Contact our support team for more info.

7. Email has already bounced before

Description: An email to this contact has hard bounced before (read more info about bounces).

How to fix: We will not send emails to an email address that has hard bounced. You need to either edit the email address of the contact or disenroll them from your campaign.

8. Owner has no phone number

Description: SMS notification could not be sent as the user (recipient) has no phone number in their profile.

How to fix: Add a valid phone number in the Profile settings.

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