Troubleshooting

Common Issues

This section explains how to resolve common issues with email sending, bounced emails, authentication, contact imports, and other account problems.

Emails Not Sending

If a campaign is not sending, check the following items:

1. Check the Campaign Status

Open Campaigns → All Campaign and review the campaign status.

Confirm that:

The campaign is active.
The campaign has not been cancelled or deleted.
The campaign is scheduled for the correct date and time.
The campaign is not waiting for a future scheduled delivery time.

2. Check the SMTP Configuration

Open Mail Configs → SMTPS and confirm that the selected SMTP configuration is active.

Review:

SMTP host address
SMTP port
Transport Security Layer setting
SMTP username or access key
SMTP password or secret token
Default From Name
Default From Email

The SMTP credentials must match the credentials provided by your email service provider.

3. Check SMTP Rotation and Quotas

Open the campaign and review SMTP Rotation & Quotas.

Confirm that:

At least one SMTP configuration is assigned.
The assigned SMTP configuration is active.
The batch speed is appropriate.
The total sending limit has not been reached.
Your account has sufficient email credits or sending capacity.

4. Check the Audience

Review the campaign’s audience settings and confirm that the campaign has eligible contacts.

Check:

Target contact tags
Contact delivery status
Total estimated reach
Contact email addresses
Whether contacts have previously unsubscribed or failed delivery

5. Check Your Account Limits

Open Billing → Credit Wallet & Top-up and review your available credits.

Also check Billing → Plans & Upgrades to confirm that your plan includes sufficient:

Daily email sends
SMTP slots
Concurrent campaigns
Contact capacity

Bounced Emails

A bounced email is an email that could not be delivered to the recipient’s mail server.

Common Causes of Bounces

The recipient’s email address does not exist.
The recipient’s mailbox is full.
The recipient’s mail server rejected the message.
The recipient’s domain does not accept the message.
The sending domain has a poor reputation.
The email contains content or links that trigger filtering.
The SMTP provider has rejected the delivery attempt.

How to Investigate a Bounce

Open Campaigns → All Campaign.
Select the relevant campaign.
Click View.
Review the Recipient Delivery & Activity Breakdown section.
Check the Delivery Status, Opens, and Clicks columns.
Review the Email Events tab for delivery errors and event details.

Recommended Actions

Verify that the recipient’s email address is correct.
Remove invalid or permanently bounced addresses from future campaigns.
Avoid repeatedly sending to the same failed address.
Check whether the SMTP provider has reported a sending restriction.
Review the email content and links.
Reduce the sending speed if the provider is rate-limiting delivery.

Authentication Errors

Authentication errors usually occur when Rollout Email cannot authenticate with the configured SMTP server.

Common Causes

Incorrect SMTP username or access key
Incorrect SMTP password or secret token
Expired or revoked credentials
Incorrect SMTP host address
Incorrect SMTP port
Incorrect transport security setting
SMTP provider requiring an app password or API-generated credential
SMTP account not permitted to send from the selected email address

Resolve an SMTP Authentication Error

Open Mail Configs → SMTPS.
Select the affected SMTP configuration.
Click Edit.
Confirm the SMTP host address and port.
Select the security setting recommended by your SMTP provider.
Re-enter the SMTP username or access key.
Re-enter the SMTP password or secret token.
Confirm that the Default From Email is permitted by the SMTP provider.
Click Save changes.
Try sending a small test campaign.

Do not share SMTP passwords, API keys, access keys, or secret tokens with other users.

Import Problems

If contacts are not imported correctly, review the structure and contents of the import file.

Check the Import File

Confirm that:

The file is in a supported format.
The file contains a header row when required.
The email column contains valid email addresses.
Required fields are not empty.
Column names are clearly defined.
The file does not contain unsupported characters or damaged data.
Duplicate contacts are handled according to the import options.

Common Import Issues

Issue	Possible Cause	Recommended Action
File cannot be uploaded	Unsupported file type or damaged file	Save the file again in a supported format and retry
Contacts are missing	Empty rows or invalid records	Review and clean the source file
Email addresses are rejected	Invalid email format	Correct the email addresses
Columns are mapped incorrectly	Unclear or inconsistent headers	Rename the column headers and retry
Duplicate contacts appear	Repeated email addresses	Remove duplicates before importing
Tags are not applied	Incorrect tag values or mapping	Confirm the tag names and import mapping

Recommended Import Process

Prepare and clean the contact file.
Confirm that each contact has a valid email address.
Remove empty rows and duplicate records.
Upload the file through Contact List.
Review the column mapping.
Confirm the import.
Review the imported contacts before using them in a campaign.

Campaign Report Shows No Data

A campaign report may show no activity when the campaign has not been sent or when recipients have not generated any tracked events.

Check the following:

Whether the campaign has been sent.
Whether the campaign has any targeted contacts.
Whether delivery is still pending.
Whether the selected SMTP configuration is working.
Whether tracking options were enabled.
Whether recipients have opened or clicked the email.

The report may display zero values for opens, clicks, or failures until delivery and tracking events are recorded.

Scheduled Campaign Did Not Send

If a scheduled campaign did not send:

Open Campaigns → All Campaign.
Click View for the campaign.
Review the Schedule Delivery Time field.
Confirm that the selected timezone is correct in Account & Profile Settings.
Check the campaign status.
Confirm that the SMTP configuration is active.
Check available credits and sending limits.
Review the campaign’s Email Events tab for errors.

When no schedule is selected, the campaign is configured for immediate delivery. A scheduled campaign uses the account timezone configured in the profile settings.

Common Account Issues

Unable to Log In

Confirm that the email address is correct.
Check whether the password was entered correctly.
Use the available password recovery process if required.
Check your email for a verification code if email-based two-factor authentication is enabled.
If an authenticator app is enabled, enter the current verification code.

Two-Factor Authentication Code Not Received

Confirm that you are checking the correct email address.
Check the spam or junk folder.
Wait briefly and request a new code if available.
Confirm that your email account can receive messages.
If using an authenticator app, confirm that the device time is synchronized.

Changes Were Not Saved

Confirm that all required fields are completed.
Check for validation messages.
Verify that password fields match.
Confirm that the entered information is valid.
Click Save changes again after correcting any errors.

Before Contacting Support

Collect the following information before reporting an issue:

Account email address
Campaign name
Approximate time the issue occurred
SMTP configuration name
Error message or delivery status
Recipient email address, if relevant
Screenshot of the issue
Steps already taken to resolve the problem

Do not include passwords, secret tokens, API keys, or other sensitive credentials in support requests.