Troubleshooting Send Email Errors in Campaigns
Overview
If you encounter an error message stating "An error occurred, please try again" when sending a test email from a campaign's email step, or if the email action fails to trigger entirely, this guide will help you identify and resolve common issues.
Troubleshooting Checklist
Check Merge Field Syntax
Review the content of your email for any merge fields that might be incorrectly formatted. Ensure all merge fields use double curly braces (e.g., {{contact.first_name}}) and that there are no missing closing braces or excessive opening braces (like three instead of two).
Validate Custom Values
Verify that any custom values, especially links, used in your email are valid and follow the supported syntax. Incorrect custom values can prevent the entire email from sending.
Confirm Email Address Validity
Check that the recipient email addresses are correctly formatted. Common mistakes include using commas instead of dots (e.g., test@gmail,com instead of test@gmail.com).
Verify From Field Format
Ensure the From field contains a valid email address format, not just a company name or plain text. For example, use info@abccompany.com instead of "ABC company". A display name alongside a valid email is acceptable.
Frequently Asked Questions
What causes merge field syntax errors?
Merge fields must be enclosed in double curly braces. Missing a closing brace or adding an extra opening brace can cause the parser to fail, preventing the email from sending.
Where can I find valid custom values?
Refer to the supported custom values list for accurate syntax and naming conventions to ensure compatibility.
Does one invalid custom value affect the entire email?
Yes, a single malformed custom value can stop the entire email action from triggering, so it's important to check every merge field and custom value thoroughly.
Does the From Name need to match the From Email?
No, but the From field must include a properly formatted email address. A display name is acceptable as long as it accompanies a valid email.
What if all checks pass but the email still fails?
Review your workflow's trigger conditions and preceding steps to ensure contacts are reaching the email action. If issues persist, contact support with the workflow name and error details for further assistance.
Does this checklist apply to Send SMS actions?
Yes, merge field syntax and custom value validity checks apply to Send SMS actions as well. Email-specific checks (address formatting) do not apply to SMS.