Campaign paused or not running within sending window
If your campaign appears paused or is not sending emails even though it is within the active sending window, check these common causes:
- Subscription status — If your subscription expired, was cancelled, or payment failed, all campaigns are auto-paused. Check Billing page for your subscription status. Campaigns auto-resume when you re-subscribe.
- Campaign status — Make sure the campaign status is 'Running' (not 'Draft', 'Paused', 'Cooldown', or 'Completed'). Check the Campaigns page for the status badge.
- No available mailboxes — All assigned mailboxes may be disconnected, in error state, or have hit their daily limits. Check Mailboxes page for connection status. At least one mailbox must be active and connected.
- Daily limit reached — Your plan's daily sending limit or per-mailbox daily limit may be exhausted. Check your Billing page for usage. Limits reset at midnight.
- Bounce rate exceeded — If your campaign's bounce rate exceeded 5% (default threshold) with at least 50 sends, it enters 'Cooldown' mode automatically. Check campaign analytics for bounce rate.
- Sending window mismatch — Verify the campaign's sending window (start/end hours) and timezone match when you expect sends. A campaign set to 9 AM-5 PM Eastern won't send during those hours Pacific.
- Schedule days — Check that today is an active sending day. If the campaign is set to Mon-Fri only, it won't send on weekends.
- No eligible prospects — All enrolled prospects may have already been contacted, replied, bounced, or unsubscribed. Check the campaign's prospect enrollment status.
- Campaign end date passed — If you set an end date and it has passed, the campaign stops automatically.
- Rate limiting backoff — After hitting a rate limit, the system backs off before retrying. This can cause temporary pauses of 1-60 minutes.
How to Diagnose:
- Check campaign detail page for the 'Paused Reason' field (if paused).
- Check campaign analytics for recent send activity.
- Check your mailbox connection status in the Mailboxes page.
- Check Billing for subscription and usage status.
If none of these apply and your campaign is still not sending, contact support at [email protected] with your campaign name and account email.