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Why Didn't My Email Send? Troubleshooting Guide

Learn how to check if your scheduled email was sent, troubleshoot common issues, and fix problems with newsletter delivery. After reading this, you'll know exactly what to do when emails don't go out as expected.

Before You Start

  • You need Admin access to your Airbo board
  • Emails must be scheduled at least 1 hour before send time

Time needed: 5 minutes to troubleshoot

 

How Email Scheduling Works in Airbo

When you schedule a newsletter or broadcast, Airbo queues it for delivery at your chosen time. Here's what happens behind the scenes:

  1. You set a date and time for your email
  2. Airbo prepares the email content
  3. At the scheduled time, Airbo sends to all eligible employees
  4. Delivery can take 15-30 minutes for large lists

Note: Emails are sent in your board's timezone. Check your board settings if times seem off.

 

Checking If Your Email Was Sent

Step 1: Go to the Broadcasts tab

  1. Log in to your Airbo admin dashboard
  2. Click Broadcasts in the navigation

What you'll see: A list of all scheduled and sent broadcasts

Step 2: Check the email status

Look at the status column for your email:

  • Scheduled - Email is queued and waiting to send
  • Sent - Email was delivered successfully
  • Draft - Email was never scheduled

Tip: If the status shows "Scheduled" but the time has passed, refresh the page. It may take a few minutes to update to "Sent."

 

Common Reasons Emails Don't Send

1. Email was saved as Draft, not Scheduled

What happened: You created the email but didn't click the Schedule button.

Fix: Open the email, review the content, and click Schedule to set a send time.

2. No employees in the audience

What happened: The email was scheduled, but no one matched the audience criteria.

Fix: Check your audience settings. Make sure employees are added to your board and match any filters you set.

3. Tiles are not in the Live folder

What happened: Your newsletter includes tiles, but the tiles aren't published yet.

Fix: Move your tiles to the Live folder before the scheduled send time. Newsletters only include live content.

4. Past send time was selected

What happened: You scheduled the email for a time that already passed.

Fix: Edit the email and select a future date and time.

 

What To Do If an Email Failed

Step 1: Check the Broadcast details

  1. Click on the email in your Broadcasts list
  2. Look for any error messages or warnings
  3. Note the scheduled time and audience size

Step 2: Resend the email

If the email shows issues:

  1. Click Duplicate to create a copy
  2. Review and fix any problems
  3. Schedule for a new time
  4. Delete the original failed email

Warning: Don't send the same email twice to avoid confusing employees.

 

Tips for Success

  • Do this: Schedule emails at least 2 hours before you need them sent
  • Avoid this: Scheduling emails for times when you can't check delivery
  • Remember: Always preview your email before scheduling

 

Troubleshooting Quick Reference

Problem Likely Cause Solution
Email shows "Draft" Never scheduled Open and click Schedule
Email shows "Scheduled" but didn't send Time hasn't passed yet Wait and refresh
Email sent but employees didn't receive Email filtering Check spam folders
No employees in report Empty audience Verify employee list

 

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Need more help? Contact support@airbo.com