Find out why an email didn't send
Match the message you see to its cause, fix it, and know which ones to hand to us.
When Flourivate stops an email, it tells you why. Each message points to one cause, and most take a few minutes to fix. Fix the first one, then try again, because a second issue can show up once the first is cleared.
Before you start
- Time: 5 to 15 minutes.
- Have ready: the exact wording of the error, and who you were sending to.
- Know where it failed: a reply in Conversations, a campaign, a workflow email or a portal invite.
Step 1: Check your email setup
- Go to Email > Overview.
- Read the four steps under Email setup: 1. Service ready, 2. Wallet funded, 3. Sending domain, 4. Warming up. Done steps are green. One that needs attention is amber.
- Read any red alert under the steps and click its button (for example View Domain).
If all four are green, the problem is probably the contact or the content. Go to Step 2.
Step 2: Match the message
| What you see | What it means | What to do |
|---|---|---|
| "Wallet balance is empty. Add funds to continue sending." or "Billing isn't connected yet." | Email is billed per send from your account balance, and it's empty. | Check Settings > Usage Credits and add credits if you're low (see Add usage credits). If you have credits and still see this, send us a request. |
| "No verified sending domain is connected for this workspace." | Your domain's records aren't verified yet. | Go to Email > Domains and compare each record with your domain company. See Domain says "DNS check failed". |
| Sender identity was not accepted | Your records are fine, but the email service didn't accept the sender. | On Email > Domains, click the re-check icon (circular arrows) on the domain's row. If the alert stays, ask us. |
| "Your daily send limit is reached while your domain warms up." | New domains can only send a little each day at first. | Wait until tomorrow. The limit grows on its own. See Keep your emails out of spam. |
| "Sending is temporarily restricted for this workspace while we recover sender reputation." | Too many bounces or spam complaints recently. | Pause campaigns, remove bad addresses, then ask us. |
| "Email setup is still in progress." or "...finishing up. Try again in a moment." | Setup is finishing in the background. | Wait 10 minutes and try again. If it's still there, ask us. |
| "Invalid sender" or "From address invalid" | The From address isn't on your verified domain. | Use an address at your verified domain, for example hello@yourpractice.com. |
| "Email is not configured for this workspace" | Email was never set up here. | Follow Set up sending email for your workspace. |
| "You do not have permission to send email" or "Email sending has been paused for this workspace." | Your user role, or a pause on the workspace. | Ask us. |
| "Reconnect Gmail to enable sending." | A connected Gmail account needs reconnecting. | Reconnect it, or send from your workspace email. |
Step 3: Check the contact
If setup is fine, the issue is often one person.
- They unsubscribed. Anyone who clicks unsubscribe in a marketing email stops getting marketing email. Campaigns skip them, and workflows log a skip. Receipts, booking confirmations and password resets still go to them.
- They're marked Do Not Contact. Open the contact and check the channels marked DND. See Find everything about a client on their contact page. Only turn email back on if they've asked you to, and note how they asked.
- The address is wrong or bounced. Check the spelling. An address that bounced hard won't work later either. Ask the client for a new one.
- They replied STOP to a text. That only stops texts, not email. See Collect text consent and handle opt-outs.
Sign-in emails are different
Emails that help you sign in to Flourivate (like a password reset) are sent separately, so they can arrive even when your other email is stuck. Client portal invites are not: they go through your workspace email and need your balance funded. See How your clients sign in.
Check it worked
- Send one test to yourself after the fix. It should arrive, and the error should be gone.
- On Email > Overview, all four setup steps are green.
If something's off
- The message changes after each fix. That's expected. Work through the new one.
- A test sends, but your campaign doesn't. Tests skip the warm-up limit and campaigns don't. Check step 4. Warming up.
- Nothing on this page matches. Send us the exact error, the time you tried, and what you were sending. See Get help.