If for some reason our system cannot process a step of a workflow or campaign for a prospect (e.g. send an email), we put such prospects in error in that step.
Why is a prospect in error?
For each prospect in error, we add a note that explains the reason why the error occurred. Click on the "prospects in error" button to see the list of those prospects 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. Prospect has no email address
Description: Email can't be sent because the prospect 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 prospect 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 prospect 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.