Most email problems show their cause in the dashboard: on the campaign’s checklist, in a message’s reason, or on the Deliverability page. Start with the symptom below.
A campaign can’t send
The campaign lists what’s missing under Fix before sending. The common causes (all the checks are in What’s checked before you can send):
- The sender’s domain isn’t verified. The From field marks it domain not verified. Open Settings › Messaging › Email sending, publish the records the domain shows, then choose Check verification. See Set up a sending domain.
- The domain is waiting for Kirora’s review. It shows Awaiting approval, and nothing sends from it until it’s approved. See How Kirora reviews a domain.
- No DMARC record. The domain says Verified. Transactional email can send; marketing email waits for the DMARC record below. Publish the DMARC record it shows. It only asks for reports, so it changes nothing about delivery.
- No postal address. Add it in Settings › Workspace › General.
- Sending needs an admin. With Only admins and owners can send on, a member chooses Ask an admin to send it. See If sending needs an admin.
Email was sent to fewer people than the audience
Open the campaign’s Recipients tab and filter by Skipped, or read Why messages were skipped. Each skipped message has a reason, most often No consent for this channel or a suppressed address, such as Not sent: the address bounced. See Why a message was skipped.
The review step’s Who receives it shows the same count before you send, so check it there next time.
Some email goes out tomorrow, not today
The campaign’s page says how many go today. The usual reasons are a new workspace’s daily limit, quiet hours and message limits. See What can delay or hold email.
Campaign and journey email has stopped
A banner across the dashboard says Campaign and journey email is paused. Bounces or spam complaints reached their limit. Messages are held, not lost, and transactional email and push still send. Find the cause, clean the audience, then an admin or the owner chooses Resume, then Resume email. See If marketing email pauses.
Before that, admins and the owner see Marketing email is close to pausing. Act then: remove recently imported or old addresses and check where complaining contacts signed up.
Many emails bounce
Open a bounced message from the campaign’s Recipients tab or Message library › Sent messages (choose Inspect message) and read the reason in bold at the top and the Server’s reply beneath it.
- The address doesn’t exist across many messages usually means an old or bought list. Bounced addresses are suppressed automatically; remove the list’s source too.
- Bounces from one mailbox provider only: group the campaign’s Email results by domain, device and country by Domain to confirm, then check your domain’s records with the domain checker.
Email lands in spam
Kirora can’t see which folder an email lands in; no mailbox provider tells senders. To improve placement:
- Send from your own verified domain, with a DMARC record.
- Send to people who asked for your email, and stop sending to people who never engage.
- Keep a consistent sender and sending pattern.
- Check the content warnings under Worth a look before sending, such as an email that’s mostly images or uses a link shortener.
See Deliverability basics and the deliverability guide.
Opens or clicks read zero
- Contacts in the EEA and the UK are never tracked, so their opens and clicks read zero.
- Tracking may be off. Admins and the owner can turn open and click tracking off in Settings › Messaging › Deliverability.
- Recent sends are still counting. Opens and clicks keep arriving for days.
A test email didn’t arrive
- Tests go only to you or teammates who’ve joined the workspace.
- Tests need a verified sending domain, so a domain waiting for Kirora’s review can’t send one.
- Check the spam folder, and look for [Preview] in the subject if you ticked Mark the subject [Preview].