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Common Issues & Solutions

Encountering problems? This guide covers the most common issues and how to resolve them.

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Email Delivery Issues

Symptoms: Subscribers report not receiving emails, high bounce ratesPossible Causes & Solutions:
CauseSolution
Invalid email addressesUse the Verify feature to clean your list
Sender domain not verifiedVerify your domain in Settings → Domains
Poor sender reputationGradually increase send volume; remove inactive subscribers
Content triggering spam filtersAvoid spam trigger words; balance images and text
Missing authenticationSet up SPF, DKIM, and DMARC records
Send from a verified custom domain rather than generic email services to improve deliverability.
Common reasons emails go to spam:
  • Subject line contains spam trigger words (FREE, ACT NOW, WINNER)
  • Too many images, not enough text
  • Missing or broken unsubscribe link
  • Sending to bought or scraped email lists
  • No physical mailing address in footer
  • Sending from unverified domain
How to fix:
  1. Run a spam test before sending
  2. Ask subscribers to add you to their contacts
  3. Keep text-to-image ratio around 60:40
  4. Use authenticated sending domains
  5. Include a clear unsubscribe link
What is a bounce? An email that couldn’t be delivered.Types of bounces:
  • Hard bounce: Invalid/non-existent address (remove immediately)
  • Soft bounce: Temporary issue (full inbox, server down)
Reducing bounce rates:
  • Verify emails before adding to your list
  • Use double opt-in for new subscribers
  • Remove addresses that bounce multiple times
  • Keep your list clean with regular verification
Aim to keep bounce rates under 2%. Higher rates can damage your sender reputation.

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Image & Display Problems

In email clients:
  • Many email clients block images by default
  • Recipients must click “display images” to see them
Solutions:
  • Always use ALT text for images
  • Don’t rely solely on images for important information
  • Host images on a reliable CDN
  • Use HTTPS image URLs
In the editor:
  • Check image URL is accessible
  • Ensure image isn’t too large (max 1MB recommended)
  • Try re-uploading the image
Symptoms: Email looks different in various email clientsSolutions:
  • Use responsive templates from our gallery
  • Test across multiple email clients
  • Avoid complex CSS (use inline styles)
  • Keep layouts simple (single column works best)
  • Use web-safe fonts
Email clients to test:
  • Gmail (web & mobile)
  • Outlook (desktop, web, mobile)
  • Apple Mail
  • Yahoo Mail

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Campaign Issues

Check these items:
  1. Sending limits: Have you hit your plan’s email limit?
  2. Scheduled time: Is it scheduled for the future?
  3. Payment status: Is your subscription active?
  4. Subscriber selection: Did you select recipients?
  5. Campaign status: Is it stuck in “Draft”?
If stuck in “Sending”:
  • Large campaigns take time to complete
  • Check campaign progress bar
  • Contact support if stuck for over an hour
Symptoms: Merge tags showing as raw text like {$first_name}Causes:
  • Incorrect merge tag syntax
  • Field doesn’t exist for subscriber
  • Typo in field name
Solutions:
  • Use the merge tag dropdown instead of typing manually
  • Set fallback values: {$first_name|Friend}
  • Test with specific subscriber data before sending

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Account & Login Issues

Try these steps:
  1. Check email/password: Ensure correct credentials
  2. Reset password: Click “Forgot Password” to reset
  3. Check email confirmation: New accounts need email verification
  4. Clear cookies: Browser issues can prevent login
  5. Try incognito mode: Extensions might interfere
Still can’t log in? Contact support at support@mailgreet.com
Lost access to authenticator:
  • Use backup codes if you saved them
  • Contact support to disable 2FA (identity verification required)
Codes not working:
  • Check your phone’s time is correct (auto-sync recommended)
  • Ensure you’re using the right account in your authenticator app

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Integration Issues

Common API issues:
ErrorSolution
401 UnauthorizedCheck API key is valid and not expired
403 ForbiddenVerify you have permission for this action
429 Rate LimitedSlow down requests; wait before retrying
500 Server ErrorTry again later; contact support if persistent
Debugging tips:
  • Check API key in Authorization header
  • Verify request format matches documentation
  • Look at error response body for details
Troubleshooting:
  1. Verify webhook URL is accessible publicly
  2. Check webhook is enabled for correct events
  3. Ensure your server responds with 200 status
  4. Check webhook logs in Settings → Webhooks
  5. Verify no firewall is blocking MailGreet IPs

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Performance Issues

Try these fixes:
  • Clear browser cache
  • Try a different browser
  • Check your internet connection
  • Disable browser extensions
If persistent:
  • Report to support with browser and OS details
For large imports:
  • Imports are processed in background
  • Large files (50K+ contacts) may take 15-30 minutes
  • You’ll receive an email when complete
Speed up imports:
  • Split into smaller files (10K-20K contacts)
  • Ensure CSV is properly formatted
  • Remove duplicates before importing

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Still Need Help?

Support Resources

Find additional help resources and contact options

Email Support

Contact our support team directly
When contacting support, please include:
  • Your account email
  • Detailed description of the issue
  • Screenshots if applicable
  • Steps you’ve already tried