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Troubleshooting Sending

Resolve common sending problems such as a Broadcast that didn't go out, is stuck scheduled, or is blocked in approval.

Symptom​

You scheduled or sent an Edition, but one of the following is true:

  • The Broadcast never left — subscribers report no email, and reporting shows zero or very few sends.
  • The Broadcast is stuck in a Scheduled state well past its send time.
  • Sending is blocked because the Edition is waiting in approval and won't release.

Likely causes​

Ranked from most to least common:

  1. The Broadcast is still awaiting approval. If your account uses an approval workflow, the Edition holds until a reviewer approves it.
  2. The scheduled send time is in the past, a different time zone, or not yet reached. A time that has already passed can leave the Broadcast in limbo, and account time-zone settings can shift the effective send time.
  3. The audience is empty or fully suppressed. No eligible subscribers means nothing sends, even though the Broadcast "completes."
  4. The Edition failed validation. Missing subject line, sender address, or an unresolved personalization token can stop the send.
  5. A sending pause or account limit is in effect. Deliverability holds, sending caps, or a paused account will queue the Broadcast rather than release it.

Fixes​

  1. Check the approval queue. Confirm whether the Edition is pending review and ask an approver to release it, or approve it yourself if you have permission. (Confirm the exact steps in your account.)
  2. Verify the schedule. Reopen the send settings and confirm the date, time, and time zone. If the time has passed, reschedule to a future time and re-submit.
  3. Confirm the audience. Open the target Folder and the selected list or segment, and check that it resolves to a non-zero, non-fully-suppressed count. Review the suppression list if numbers look low.
  4. Resolve validation warnings. Ensure the subject, sender, and all personalization tokens are set and resolve correctly, then re-send.
  5. Check for account-level holds. Look for a sending pause, cap, or deliverability notice, and clear it or wait for the cap window to reset.

Still stuck?​

If the Broadcast remains stuck after these checks, note the Edition name, the Folder, and the scheduled time, then contact your account administrator or support so they can inspect the send queue and delivery logs.

Canonical terms: Author, Edition, Folder (Project Folder), Broadcast. See the Glossary.