Marketing Sends Are Blocked

Common reasons sends are blocked

• The email sender domain is not verified. Broadcasts and live marketing sequences require a verified sender domain.

• No email category was selected for a broadcast.

• No list or segment audience was selected.

• The selected audience has no subscribed recipients for that email category.

• The sequence is in draft, testing, paused, or archived instead of active.

• The recipient is unsubscribed, bounced, complained, or otherwise not mailable for the marketing category.

• Live marketing sending may not yet be enabled for your organization; contact Topo support if everything else is correct.

Fix a blocked broadcast

1. Go to Staff > Account > Custom domain and verify the email sender domain.

2. Open Broadcasts and create or edit the broadcast.

3. Choose an email category.

4. Select at least one active subscriber list or segment.

5. Confirm the audience has subscribed recipients for that category.

6. Send again.

Fix a blocked sequence

1. Verify the email sender domain.

2. Open the sequence and confirm it has a trigger and at least one entry step.

3. Use a dry run to confirm the journey logic.

4. Resolve any loop, trigger, filter, or recipient issues shown by the sequence.

5. Activate the sequence only when you are ready for real recipients to enter.

Common issues and fixes

• Domain is verified but sends are still blocked: re-check the domain page and contact Topo support if the status is correct.

• Audience count is high but send count is zero: recipients may be unsubscribed or opted out of the selected category.

• Dry run worked but no live email sent: check sequence status, trigger match, wait step timing, and recipient mailable status.

• A form or promotion step did not happen: inspect sequence enrollment events to see which step ran and why it skipped.