Troubleshoot campaign enrollment and sending

Campaign access and real sending are enabled separately. If a preview campaign appears live but does not send, first confirm with your administrator or Kepler support that sending is available for that workspace.

A recipient is skipped

Read the eligibility preview in the enrollment dialog before confirming. Check the person's email and the reason shown for exclusion. Consent requirements, withdrawals, unsubscribes and bounces can prevent outreach; do not repeatedly enroll the person to try to bypass an exclusion. Ask your administrator to review the applicable consent settings and source record. See Consent & GDPR records for recording and reviewing consent.

A message has not been sent

• Check that the campaign is published and live, and that the person is enrolled.
• Check the selected sender and mailbox connection in the enrollment dialog. Delegated senders must enable sending for themselves.
• Check the recipient's current step. A delay, a task waiting for completion, the sending window or timezone, and workspace sending controls can affect when the next email is due.
• Check whether the recipient exited: replies, booked meetings, unsubscribes and bounces can end a sequence early.

Sending paused automatically

The campaign shows a banner when its bounce rate causes an automatic pause. Select View bounced, review the affected recipients and address the cause before resuming. The health display shows the measured rate and pause threshold.

New wording is missing from an email

Check whether the change was published before the recipient enrolled. Draft edits do not change the live sequence, and an existing enrollment keeps the version it started with.

If these checks do not explain the result, give support the campaign name, affected recipient, selected sender and status or error shown. See Create and launch an outreach campaign for the full workflow.