My email or SMS campaign was not sent

If your campaign isn't leaving or reaching your recipients, here are the most common causes and how to fix them.

“Insufficient credits”

Your campaign could not be sent because there were not enough credits.

• Check your balance on the Usage page.
• Purchase a top-up credit pack from Payment & Billing.
• Or wait for your next subscription renewal date for automatic monthly top-up.

Reminder: 1 credit per email, 4 credits per SMS.

“Monthly limit reached”

Shipments are capped per calendar month:

• 500 emails per month
• 200 SMS per month

These counters reset on the 1st of each month. You cannot send more before this date. Check your current consumption on the Usage page.

No contact in the segment

If the selected segment has no contacts matching its criteria, nothing is sent.

• Open the segment from your contact space and check the filters.
• Make sure the contacts have been added or imported with the correct attributes.
• See Create a contact segment to review the criteria.

Contacts without consent

Skuads never sends to a contact who has not given explicit consent.

• Contacts without email consent do not receive email campaigns.
• Contacts without SMS consent do not receive SMS campaigns.

If your campaign has far fewer sends than your list size, check your contacts' consent settings.

The campaign displays the status “Failed”

A failed status usually indicates a format problem in the recipient data.

• Email: check that the contact email addresses are valid (name@domain.com format).
• SMS: the telephone number must be in international format (for example +33 6 12 34 56 78). Numbers without a country code are rejected.

Correct the affected contacts, then relaunch the campaign.

Emails arrive as spam

• Ask your contacts to add your sending address to their contacts so that it is marked as trusted.
• Avoid spam trigger words in the subject (“free”, “promotion”, “urgent”, “limited offer”, excessive capitalization).
• Keep the unsubscribe link in the message. Skuads adds it automatically and it should not be deleted.

The campaign is created but not yet sent

• Check if the campaign is scheduled for a future date: open it from your campaign list to see the scheduled sending time.
• Immediate shipments may take a few minutes to process. Wait 5 minutes and refresh.

Still not sent

If none of the above resolves the issue, write to support@skuads.com with the campaign name, error message if applicable, channel used and date sent.