The questions we get most often, with the answers. They are nearly all variations on five problems.
I cannot send
The send button is locked, or sending fails. Check in this order:
- The payment method. With no card on file the account is never operational, free trial included. It is cause number one.
- The primary domain. You need a verified sending domain set as primary. If the banner at the top says it is missing, go to Set up your sending domain.
- The account status. Read-only does not send: the subscription was cancelled. Past due, on the other hand, still sends while the bank retries.
- Messages remaining. If the monthly quota does not cover the recipients, the send stops before it starts and tells you how many you would need.
- The event's campaigns. Each plan allows a number per event: 3, 5 or 10.
The account states and what they mean are in Activating your account.
The email lands in spam
Almost always one of these three, in order of likelihood.
The domain is not set up properly. The DKIM records have to be published and the domain active. With no signature, providers have no way of knowing it is really you. Check the status again in Set up your sending domain.
The list is of doubtful origin. A bought list, or one collected years ago and never used since, produces plenty of bounces and a few spam reports. Two sends like that are enough to push your later email to valid recipients into the wrong folder. Look at the bounces on your last campaign in Sending statistics.
The content looks like advertising. One big image and three words of text is the classic profile of a promotion. Add real text, avoid WRITING IN CAPITALS and filling the subject with exclamation marks.
On SPF there is a recurring question with a reassuring answer: you do not need to touch it. Alignment comes from the DKIM signature. The reasoning is in SPF and DMARC.
A guest says they never got the invitation
Look their address up in the campaign's message list: the state says exactly what happened.
| State | Means | What to do |
|---|---|---|
| Delivered | It arrived | It is in their spam folder: have them look there |
| Bounced | The server rejected it | Wrong address or full mailbox: check the address |
| Blocked | It was not sent | They had unsubscribed, or the contact is blocked |
| Not there at all | They were not a recipient | They were not invited, or not in the campaign's filter |
The fourth case is the most frequent and the least suspected: check it by opening the campaign and searching the address among the recipients.
Every answer comes back as the same person
The invitation template carries a fixed address instead of the {{rsvp}} placeholder. The landing page still opens, but it does not know who is answering.
Fix the template to use {{rsvp}} and resend to those who have not answered. The answers already in have to be sorted out by hand.
I have run out of a quota
| Quota | What happens | What to do |
|---|---|---|
| Active events | You cannot create new ones | Archive the finished ones: see Duplicating, archiving and deleting |
| Messages this month | Campaigns do not go out | Move up a plan, or wait for the new month |
| Contacts | You cannot import more | Clean out the contacts with too many bounces, or move up a plan |
| Team members | You cannot invite more users | Remove whoever no longer works on the account, or move up a plan |
| Campaigns per event | You cannot create more on that event | Reuse an existing campaign, or reconsider whether they are needed |
The list will not import
Nine times out of ten it is the file format. The usual causes and their remedies are in Importing and exporting contacts.
The most common one: a CSV saved with the wrong separator opens as a single column, and every row comes out with no email. Re-export from Excel choosing CSV UTF-8, or upload the .xlsx directly.
Check-in is not working at the door
| Symptom | Remedy |
|---|---|
| The camera will not start | Browser permissions: allow camera access, and use a secure connection |
| Search is painfully slow | The guest download has not finished: start it again |
| The arrival is not recorded | No network. Recording needs a connection: tether from a phone |
| A QR code shows as already used | The ticket was forwarded to somebody else: that is the check working |
The preparation that heads off nearly all of these is in Check-in at the door.
It is none of these
Write to [info@eventleash.com](mailto:info@eventleash.com) with the account email and, if it concerns an event or a campaign, their names. From our side we can see the real state of sends, domains and quotas, and the cause usually turns up within minutes.