Troubleshooting common NexaMail setup and sending issues
Use this guide when a task stays pending, a required step fails, or a campaign cannot move to the next stage.
Start with the sequence before searching for edge cases
Most NexaMail problems come from missing prerequisites rather than obscure bugs. That is why the fastest troubleshooting path usually starts with dependencies: subscription, sender verification, list readiness, import health, and campaign configuration.
| Problem | What to check first | Why that check matters |
|---|---|---|
| Subscription page keeps returning | Confirm the plan is active and payment is complete. | The app may block later actions until billing is fully resolved. |
| Sending domain stays pending | Recheck DNS type, host, and value, then allow for propagation. | Most domain issues come from small DNS mistakes or impatience. |
| Verified sender error during campaign setup | Check that the chosen sender email belongs to a verified identity. | Campaigns often fail when the sender configuration does not match the verified setup. |
| Import does not finish | Review file structure and import progress or background processing. | Large imports may still be running even when the upload step is complete. |
| Campaign cannot send | Check recipients, sender details, subject line, and schedule. | Most send blocks happen because one required part of the campaign is incomplete. |
| No reporting appears after send | Check tracking settings and give the campaign time to collect activity. | Reporting usually needs tracking enabled and enough elapsed time to populate. |
Use a simple diagnostic order
- Check subscription status first.
- Check sender verification next.
- Check that the list or segment is available and correct.
- Check whether imports or background jobs are still running.
- Check campaign content and final confirmation settings last.
A repeatable NexaMail troubleshooting process
Start by recording the exact action, message and time of the problem. Then confirm whether it affects one user, one campaign or the whole account. This prevents broad changes from being made in response to a narrow issue.
Change one variable at a time
Editing DNS, rebuilding an import and changing campaign settings simultaneously makes the cause harder to identify. Work through account status, sender identity, audience readiness and campaign configuration in order. Retest after each meaningful correction.
When to escalate a problem
- A correct DNS record remains unverified after normal propagation time.
- A valid import stays incomplete or repeatedly fails at the same point.
- Several authenticated campaigns show an unexplained delivery change.
- Account access fails after recovery and browser checks.
- A security, privacy or unauthorised-access concern is suspected.
Take screenshots that exclude sensitive customer data and preserve relevant identifiers. Clear evidence shortens diagnosis time and helps the NexaMail team distinguish configuration problems from platform issues.