My campaign is Active but no emails are being sent

Learn the reasons why your campaign shows an Active status but may not be sending any emails.

Sometimes your email campaign might not be sending emails even though it has an Active status. 

Read on to see the list of possible reasons: 

Campaign schedule and its timezone settings

The scheduling option allows you to define the sending window for your campaign, or when your recipients will actually receive the email in their inbox. 

It helps to increase engagement by choosing a schedule that relates with the recipient’s working hours.

To check if your campaign isn’t sending because of the schedule settings:

• Go to your campaigns list.
• Look for a clock icon on a campaign list page to see if it has a schedule set.

You’ll see On hold according to schedule notification if the sending window is yet to open. 

Remember that campaign will send emails according to a timezone that you select. 

For example, if you’re in Kyiv which is (GMT +2:00) and choose to send 8 AM to 6 PM (GMT -5:00) time zone in the schedule settings, the difference with your local time will be minus 7 hours.

Email account daily limit

In your email account settings, you have control over how many emails can be sent daily using a specific sender address. 

This is especially important if you use the same email address in multiple email campaigns.

• Go to your email accounts page.
• See Used vs Total numbers. 

If the number used is equal to the total number, it means the daily limit has been reached and all campaigns connected to this email account will be postponed until the limit is reset.

You can increase the Total limit to resume campaigns immediately if necessary. Remember that the daily limit should be equal or less than your ESP’s daily limit.

Email account got disconnected

Email accounts may have connectivity issues when Snov.io is unable to establish a connection. 

There could be several reasons for that, with most common being the email host error (couldn’t connect to the host) or authentication failure (invalid email credentials or the necessity of the App password).

If you have any campaigns running from the disconnected email account, you will see an error alert on the campaign dashboard as well as on the email accounts page.

Snov.io will attempt to restore the connection automatically but after a few attempts the email account will get disconnected and will require you to reconnect it manually.

• Go to the Email Accounts page.
• Edit your email account settings (it will be shown in red status and has an error message next to it).

If the problem persists, please contact our customer care team at help@snov.io or live chat to further investigate the issue.