A Broadcast Is Not Sending
Why a campaign is quiet, in the order worth checking.
Start with the campaign's own status, because it narrows things immediately. A Draft has never been scheduled and will never send. Scheduled is waiting for its start time. Generating or Sending means the campaign is working, and the question is why slowly. Paused or Cancelled means it was stopped.
Troubleshooting Guide
Is the campaign status Draft?
Is the campaign Paused or Cancelled?
Is it inside its send window right now?
Does the campaign have anyone it can reach?
Are contacts sitting at Pending rather than Sent?
Known Issues
The campaign reads Sending but almost nothing has gone out
An intelligent campaign writes each message individually.
This is normal for a large audience. Messages are written a few at a time, only on the send days and inside the send window, so a big campaign runs for hours. Watch Pending fall on the campaign page rather than waiting for the campaign to finish.
Nothing has happened since the campaign started, and the window looks fine
The window may be read in a different timezone from yours.
The campaign page shows the timezone beside the window. A campaign created before that control existed is read in UTC, which can be several hours away from the window you thought you set.
The audience is smaller than expected, or scheduling refused outright
Contacts who cannot be reached on this channel are excluded.
Anyone who has opted out, or who has no email address or mobile number, is left out. The audience preview shows them locked with the reason. If every matching contact is excluded, scheduling says that rather than reporting an empty filter.
Create & Schedule is disabled and the campaign was never created
The confirmation panel's check did not pass.
The panel states why — most often that your wallet balance does not cover 1.2 times the campaign total, with the exact shortfall named. Top up and reopen the panel.
Contacts show as Quarantined
Their messages did not pass review.
Each generated message is checked against your mandates, brand voice and campaign objective before it can send. One that fails is held back rather than delivered. A large number of them usually points at an objective that is pulling against a mandate — reword the objective and run a fresh campaign.
Contacts show as Failed
Delivery was attempted and rejected.
For email that is usually a bad or bouncing address. For a text it is usually an unreachable or non-mobile number. Open View Details on the row to see the message and the recipient it was tried against.
Emails stay at Pending and never send
Delivery is a separate stage and depends on your sending setup.
The campaign has done its job: the messages are written and queued. Check that your email sending domain is verified. Until it is, messages queue rather than going out.
Pause does nothing, or a few messages send after pausing
Those messages were already handed to delivery.
Pausing stops the campaign preparing and queueing more. Messages already in the sending queue are no longer under the campaign's control and will go out.
Need More Help?
If a campaign is inside its window, has reachable contacts, and has been sitting at Pending with no change for more than a few hours, send us the campaign name and roughly when you scheduled it.
Contact Support