Troubleshooting: Why aren’t emails being sent by automated email campaigns?

Problem

Emails are not being sent by automated email campaigns.

Solution

There are a variety of reasons why automated email campaigns may fail to send emails. The following scenarios could cause issues for email campaigns:

Reason email failed to send Explanation and resolution
Business is not live Email is not sent because the business is still in their setup phase with WellnessLiving. To fix this issue, ensure onboarding with WellnessLiving is complete.
Insufficient recipient information Email is not sent because the email address, and/or phone number has not been specified. To fix this issue, verify that all the required contact information has been provided and that it is accurate.
User is not an active client Email is not sent because the client is not active within WellnessLiving. To fix this issue, go to the impacted client profile and set ACTIVATE CLIENT to ON.
User has unsubscribed from specific emails Email is not sent because the user has unsubscribed from a specific marketing email type (e.g., client has disabled notifications for class announcements). To fix this issue, visit the client’s profile and manually resubscribe them to the relevant emails. For more information on how to manually resubscribe clients to marketing emails, see Changing a client’s notification settings.
User has unsubscribed from all marketing emails Email is not sent because the user has unsubscribed from all marketing emails. To fix this issue, visit the client’s profile and manually resubscribe them to all marketing emails. For more information on how to manually resubscribe clients to marketing emails, see Changing a client’s notification settings.
Email is sent to specific user types Email is not sent because the communication is meant for specific client types. For example, a client win-back campaign will only contact users who have not booked or checked in recently. To fix this issue, ensure that your email campaign is configured as the correct campaign type and set Send only to specific client types in the Email Send Rules according to your preference.
Email is sent to specific client groups Email is not sent because it is configured to be sent to a specific client group. To fix this issue, set Send only to specific client groups in the Email Send Rules according to your preference.
Email template is not established Email is not sent because no marketing email template has been created in WellnessLiving. To fix this issue, ensure you have created an email template to use for your email campaign.
Emails are turned off in the business settings Email is not sent because sending automated emails has been turned off in the business settings. This is a setting available only to system administrators. To fix this issue, contact WellnessLiving support.
Email messages are turned off by email pattern Email is not sent because email messages are turned off by email pattern. This occurs when email templates have not been set up, or when email notifications have been disabled in business setup or automated marketing. To fix this issue, ensure email templates have been established and that automated marketing is enabled.
Client’s email address has been flagged Email is not sent because the client’s email address has been blacklisted for spam-related reasons. For more information on blacklisted emails, see FAQ: Why was my email blacklisted?
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