Troubleshooting¶
Find the message or symptom you see, then follow the suggested fix.
Signing in and joining¶
| What you see | Why | What to do |
|---|---|---|
| "Open your invitation email" | The page was opened without the secure invitation link | Open the latest invitation email from Cadensiq and follow its link. |
| "Invitation link is incomplete" | Part of the link is missing | Use the link straight from the email, or ask for a new invitation. |
| "The invitation could not be completed." | The invitation expired, was revoked, or you used a different email | Ask the owner or manager to Resend it, and use the same email address. |
| You see Set up your organization but expected your team's workspace | You created a new account instead of accepting an invitation | Sign out and accept the invitation from the email instead. |
| You land on an "unauthorized" page | Your role can't open that screen | See Roles and permissions. |
Mailboxes and domains¶
| What you see | Why | What to do |
|---|---|---|
| Test SMTP connection fails | Wrong host, port, username or password | Check the details with your email host; try port 465, then 587. |
| "Mailbox connection needs attention" | The saved password was rejected | Update password → Save and reconnect. See Mailbox recovery. |
| "Inbox password needs attention" | Sending works but the inbox login was rejected | Update password. |
| Inbox sync shows a temporary error | A short outage at your email host | Retry inbox connection. It retries in the background. |
| "Sending is paused for safety" | Bounce rate or provider failures reached your safety threshold | Owner: Review recovery. See Mailbox recovery. |
| Mailbox shows Setup required | Readiness checks are not complete | Complete Sending readiness. See Sending domains. |
| Ownership check stays pending | The TXT record isn't visible yet or the host name is wrong | Wait, check the record, then Check again. |
| SPF needs attention | Missing, duplicated, or doesn't include your email host | Keep one SPF record that includes your email host. |
| Real-message authentication failed | SPF, DKIM or DMARC alignment failed on the test message | Fix the records shown, then Verify email authentication again. |
Leads and imports¶
| What you see | Why | What to do |
|---|---|---|
| Can't continue past Map columns | No column is mapped to the email address | Map the email column. |
| "Resolve N rows needing attention before saving." | Some rows have invalid data | Edit each row and Save & re-check, or fix the file and re-upload. |
| "Missing email" on a row | The row has no email address | Add one with Edit, or remove the row from your file. |
| Import shows Completed with issues | Some rows couldn't be saved | Retry unfinished rows, or Use successful leads. |
| A list can't be chosen in a campaign | It's still importing, or has no eligible leads | Wait for Ready; check Safety on its leads. |
Campaigns¶
| What you see | Why | What to do |
|---|---|---|
| "No connected mailbox detected" | No mailbox connected | Connect Mailbox. |
| "No eligible recipients" | Everyone selected is suppressed or invalid | Choose another list or import new leads. |
| Review personalization | Your email uses fields some recipients don't have | Add a fallback or exclusion for each field. See Audience. |
| Draft with AI unavailable | No credits left today, or no objective | Write by hand, reuse a saved draft, or add an objective. |
| "Preparation needs attention" | Preparation couldn't finish | Check the message shown; launching retries preparation. |
| Launch campaign unavailable | Audience or schedule isn't valid | Select at least one sending day and an eligible audience. |
| "Today's window has ended." | Launched after the sending window | Nothing to do; it starts in the next window. |
| Campaign Paused unexpectedly | Its mailbox needs attention | Use Review mailbox health or Fix mailbox connection, then Resume Campaign. |
| Messages stay Queued | Waiting for the window, a follow-up date, or a daily/monthly limit | Check the schedule and limits; follow-ups wait for their own day. |
| Message Failed | The email host rejected it | Hover the status for the reason; Retry this delivery if it was temporary. |
| Message Uncertain | Cadensiq can't confirm whether it was sent | Check your mailbox's Sent folder before retrying. |
| "Delivery is being recovered" | A send was interrupted and is being recovered | Wait; messages are safe and won't be duplicated. |
| The campaign went back to Draft | You edited it after preparation | Continue to Review & Launch and launch again. |
Inbox¶
| What you see | Why | What to do |
|---|---|---|
| "Choose a mailbox to open Inbox" | No mailbox has inbox sync on | Connect a mailbox with Track replies and bounces on. |
| A reply hasn't appeared | Sync runs in the background | Wait a little and Refresh; check the mailbox's Inbox sync. |
| "This mailbox is not ready to send yet." | Readiness checks are incomplete | Complete the mailbox's sending readiness. |
| "You can attach up to 5 files to a reply." | Too many attachments | Keep to 5 files, 10 MB each, 20 MB total. |
| A self-addressed test warning | The conversation was a test to your own mailbox | Change the To address before sending. |
Notifications and settings¶
| What you see | Why | What to do |
|---|---|---|
| No notification emails | Email category or Email updates is off | Notifications → Preferences. |
| Can't open Settings | Only the owner can | Ask the owner. |
| "Maximum delay must be at least the minimum delay." | Delays reversed | Correct the values. |
| "0 AI credits left today" | Daily credits used | Wait until tomorrow or write by hand. |
