You may have seen behavior where, after sending out your single send campaign, you find that the campaign appears "stuck" or to have not sent out to recipients. This article will aim to diagnose and troubleshoot such issues.
This can happen depending upon the timing of when you updated contacts and set the Single Send to be delivered.
If you are using Single Sends, and contacts were added to our systems just a few moments before Single Send was triggered, the full upload may have not propagated and completed in its entirety. As such, the Single Send may have been sent only to part of the list or would not have been sent at all.
In order to prevent this issue from happening, it is advised to wait at least 5 minutes (ideally, 30 minutes) after uploading your contacts to give our system time to fully propagate any uploads.
For more details on this topic, this documentation will be another resource to learn more: Troubleshooting Twilio SendGrid email delivery through Single Sends
Await the Email Confirmation for Contacts Upload Completion
Our systems will notify you when contacts are successfully uploaded. To make sure all contacts were fully uploaded, please check the admin email linked to the account being used when the upload is initiated for an email notification with subject: We've Received Your SendGrid Contact Upload!
Once you have received the confirmation email, your Single Send will be ready to be sent to these contacts!
*These notifications will always be sent to the admin email SendGrid has on file for the account, or to any different email address added under Marketing > Notifications. It will be sent each time a CSV of contacts is uploaded into Marketing > Contacts.
*You can add new email addresses to be notified about Marketing Campaigns activities, such as contact uploads. You can notify others by adding up to 10 email addresses under Marketing > Notifications > Add a notification email.
Additional Single Sends and Contacts Upload Troubleshooting Resources
If your Single Sends were not sent to your entire list, please make sure:
- That you've waited at least 5 minutes after uploading your contacts to give our system time to fully propagate any uploads.
- If you have duplicated contacts on your list, you can check the email notification from SendGrid showing these contacts as updated.
- If you've sent to addresses that have previously Unsubscribed. These requests may have been dropped and not processed, and will not reflect in your campaign statistics.
- That you've given up to 30 minutes for the Single Send to process and begin sending to your contacts. If you're still noting issues after reviewing the above, please feel free to contact our support team.