Troubleshooting email and campaigns

This page collects the problems creators report most often with emails to clients, campaigns, the sending domain and workflows, each with its cause and the steps that fix it.

A client says the login code or purchase email never arrived

In most cases the email was sent and is either in the client's spam folder or went to a different address than the one the client checks. Less often the client's mail server rejected it.

1. Open Customers, click History and stay on the Emails tab (/customers/history/emails). Type the client's address into Filter by email address… and press Enter.
2. Read the Status of the row and act on it:

A buyer who pays with Apple Pay or Google Pay without typing an email into the order form is registered under the address saved in their wallet, which is often not the one they use every day. The access email and the login codes go to that address.

Clients recognize your emails more easily when they come from your own address instead of the Zanfia one: see Send from your own domain. Every status is explained in Email and login history.

An address shows as blocked, although the mailbox works

An address is blocked when a message to it was rejected for good (the mail server answered that the mailbox does not exist or refuses mail) or when the recipient marked a message as spam. From then on every send skips it: a campaign report counts it under Skipped (suppressed) and the email history shows Suppressed. A mailbox that was out of order for a while can end up blocked this way even though it works again.

1. If the address has a typo, open the client's profile from the row (Fix address on profile) and correct it.
2. If the address is correct, there is no unblock button in the dashboard. Write to Zanfia support, give the address and confirm that the mailbox accepts mail again: see Get help and contact support.

A full mailbox or another temporary problem does not block an address. More in Subscribers, unsubscribes and blocked addresses.

My emails go out from a Zanfia address or with the wrong sender name

Each kind of email takes its sender from a different setting, and until a sending domain is verified everything leaves from the Zanfia address.

Adding and verifying a domain is described in Send from your own domain; the branding card in System emails your clients receive.

My sending domain stays on "Waiting for DNS"

The tag Waiting for DNS means Zanfia cannot see all the records yet: one is missing, one was entered with a different name or value, or the change has not spread across the internet yet.

1. Open Your site → Settings → Domains (/site/address) and scroll to Your sending domain.
2. Compare every row of the table (Type, Name (host), Value) with what you entered at your domain provider. Use the copy button next to each value instead of retyping it. Every record is required except the DMARC one, which is marked recommended.
3. Check that the TXT record named _zanfia-verify is there. The message "The ownership TXT record (_zanfia-verify) is not visible yet." points at exactly this record.
4. Click Check status. "Not verified yet. DNS changes can take up to an hour to propagate." means the records are still spreading: wait and check again.

Nothing is blocked while you wait: until the domain shows Verified, campaigns keep going out from the Zanfia address.

"All subscribed" shows far fewer people than I have clients

All subscribed contains only clients whose email subscription status is Subscribed. Buying a product does not subscribe anyone, and neither does importing clients from a file, so a full client list can hold only a handful of subscribers.

1. Open Customers (/customers) and use the Email subscription filter to see how many clients are Subscribed and how many were Never captured.
2. For people who agreed to receive your marketing emails, for example a list you brought from another mailing tool, select them and choose the bulk action Subscribe to marketing emails. Answer Why can you email them?; the reason is saved on every client. See Bulk actions on clients.
3. For a single client, click the status chip on the profile and choose Mark as subscribed.
4. From now on, collect the consent as you go: through a signup form or the marketing consent in the checkout.

A segment chosen as the audience works differently: it takes everyone who matches the segment and leaves out only clients who are Unsubscribed or Pending confirmation. Use a segment only for people who agreed to hear from you. The statuses are described in Subscribers, unsubscribes and blocked addresses.

I cannot send my campaign

The send step tells you what stops the campaign.

Warnings such as No preheader or No test email sent do not block sending. The whole flow is in Send an email campaign.

Some recipients did not get my campaign

A campaign never reaches exactly everyone in the audience. Open the sent campaign and switch to Statistics: the delivery numbers say what happened to each group, and Show these recipients lists the people behind a number.

During a large send you may also see "Sending paused until [time] - the platform reached its daily sending limit; it resumes on its own." Nothing needs to be done. A campaign with the status Failed can be continued with Resume sending; nobody who already received it gets it twice. All numbers are explained in Campaign reports and link actions.

The campaign report shows no opens or clicks

Opens and clicks are counted only when measurement was on for that campaign. The report then says "Measurement was switched off for this campaign, so there are no opens or clicks to show."

1. A sent campaign cannot be changed, so its report stays without these numbers.
2. In the next campaign, open the Send step and keep Measure opens and clicks in the Measurement card switched on.
3. There is no consent setting for this in signup forms. Recipients can opt out of measurement themselves on the unsubscribe page; they are left out of the rates, and if all recipients opted out the report says "No recipient of this campaign was measured".

Opens are an estimate, because some mail apps hide them. With measurement off, link actions do not run either. See Campaign reports and link actions.

My workflow did not start or did not send its email

A workflow reacts only while it is published and active, and only to the events its trigger is set for. Check these points in order:

1. The status next to the name. Draft means the workflow was never published and nothing runs: click Publish. Live · unpublished edits means your latest changes are still a draft and runs use the older published version: click Publish changes. Paused means it ignores new events: click the status and choose Activate.
2. The trigger. Click the trigger card. If Products lists chosen products (the card reads, for example, 1 product(s) instead of All products), an event from another product does not start the workflow. The same applies to Signup forms and Tags on their triggers.
3. The run. Open Workflows and switch the view to Runs (/workflows/runs). If there is no run for that client, the trigger did not fire: go back to points 1 and 2. If there is one, expand it and read the steps. A Skipped step means the action did not apply to this person. A Failed step has the reason in the Error column.
4. The retry. Fix the cause, publish, then click Retry failed steps on that run.

Pausing a workflow also cancels its runs in progress: contacts who were waiting in a delay step do not get the remaining steps, even after you activate it again. To see the whole path with your own address, use Test; it runs the published version and sends real emails. More in Build a workflow and Workflow runs and retries.

My clients get emails in English instead of Polish

Emails around a purchase (purchase confirmation, access and reminder emails) are sent in the language of the checkout, then of the product, then of your site. When none of them is set, the language the buyer used in the checkout decides, and English is used when nothing else is known, for example for access granted by hand or by an import.

1. Open Your site → Settings → General Settings (/site/general). Under Page basics, change Site language from Default (depends on system settings) to Polish (or English) and click Save.
2. For a product that should use another language than the site, open the product, click Settings and set Language in the General section. The note under the field names the language in use, for example "Language used: English (fallback)."
3. A single checkout can differ from its product: open the checkout, click Configuration, stay on the General tab and set Language. Left on Inherit from product, it follows the product.

If you rewrote a system email, remember that its texts are kept separately for Polish and English: a language you did not edit keeps the stock copy. See System emails your clients receive.

If your problem is not listed here, see Get help and contact support.