My campaign emails aren't arriving — what should I check?

Email → Deliverability is the page that answers this. It reports sending health, the current send limit and a two-item checklist, and it links to where each item is fixed. Your sending domain and address themselves are configured under Website → Email — that one page holds the domain, its DNS records and link branding, and both checklist items link into it. Work the checklist top to bottom — the causes below are in the order they actually occur.

1. Is my sending domain verified?

The Deliverability checklist shows Verified sending domain as either Done or Not set up. Not set up is the number-one cause, and it is not a soft failure: a scheduled campaign from an unverified domain never sends. It drops back to Draft without emailing anyone.

The Email domain settings button next to it opens Website → Email, where you enter your domain and publish the DNS (domain name system) records shown — SPF, DKIM and DMARC, the records that authorise the platform to send as your domain and sign each message. Sending your own domain's email needs the Reachable plan (dealer-plans).

Records can take a few minutes to propagate. If they are definitely published and the page still shows a failure, re-run the check from that page — a stale verdict clears on a fresh validation.

2. Is link branding set up?

The second checklist item, Link branding, is also Done or Not set up. It makes the click-tracking links inside your campaigns carry your own domain instead of the email provider's. Mail filters treat a mismatch between the sender and its links as a warning sign, so this is worth finishing. The Sending domain button beside it leads to the same Website → Email page, where link branding sits next to the DNS records.

3. Am I bouncing or being reported?

The four cards at the top of the page are Delivered, Bounce rate, Complaint rate and Open rate across all your sending. A bounce rate of more than a few percent damages your reputation with every mailbox provider, and complaints damage it faster still.

Both are handled for you at the address level: an address that hard-bounces or reports a campaign as spam is suppressed and never emailed again. What you have to fix is the cause — usually a campaign sent to people who did not expect it (dealer-email-audiences).

If bounces or complaints cross the safety threshold during a send, the delivery guard aborts that campaign part-way and marks it Stopped by guard. The remaining recipients are not emailed. Review your list before sending again.

4. Am I sending faster than my domain is trusted?

The Warm-up card shows Current send limit — a number of emails per hour, or Unlimited. A new sending domain starts low on purpose: mailbox providers trust volume that grows gradually. The limit rises automatically as your campaigns deliver cleanly, and the card also shows how many campaigns you have sent and when the last one went out.

5. Is it the content?

Every campaign is scored for spam-like content before it sends, and the score appears on the campaign's stats page. A score high enough to be risky turns the banner amber; a score above the block threshold stops the send and returns the campaign to Draft.

The usual offenders are all-image emails, shouting subject lines, link shorteners and a subject that does not match the body. The builder's blocks keep the HTML sane; keep your half plain and honest.

Is one person not receiving my email the same problem?

No. One recipient missing one email is almost always their own filtering — ask them to check their spam folder and add your address. Systemic non-delivery shows up as numbers on this page and on the dashboard (dealer-email-dashboard). That is the difference between an incident and an anecdote.

Does this affect my order emails?

No. Order updates, invoices and platform notifications travel a separate transactional lane and are unaffected by campaign reputation. A campaign misstep never stops you receiving a delivery notification.

Still stuck?

If the checklist reads Done on both items, bounce and complaint rates are low, and a campaign still shows deliveries that customers say never arrived, open a ticket with the campaign name, the send date and one recipient address that did not receive it (getting-help).