When a send is stuck
How to spot a step that will never go out on its own, and how to release it.
Almost everything that delays a send clears by itself: a closed sending window, a daily cap, a pacing gap. Those defer and try again. One thing does not, and the Activity tab lists it first.
What stuck means
Each planned send holds a slot in the work queue. If the job in that slot has finished in a state it cannot come back from, or has used up its attempts, the slot stays taken. The step stays planned, every later run finds nothing to do, and the email simply never happens. Nothing looks broken, which is why it is surfaced explicitly.
Releasing it
- Open the campaign and go to Activity. Stuck steps are at the top, each with the reason it is stuck.
- Fix whatever caused it, usually a mailbox that was offline or a contact that needs correcting.
- Choose Requeue. The step goes back in line and the next send run picks it up.
Note · Requeue refuses on a step that already has a delivery attempt against it, and says so rather than hiding the step. That step may already have reached the recipient, and a duplicate email is worse than a missing one. Nothing is ever re-sent after the mail server accepts it.
More in Campaigns
- Run a campaign · Build a multi-step sequence, get it approved, and let it send on its own.
- How the audience rule works · A campaign targets a rule, not a list you imported. That difference matters.