Emails going to spam
Authenticate your sending domain. This fixes most spam problems. See Set up and authenticate your sending domain, and check it shows Authenticated.
Use a From address on your own domain. Free addresses (Gmail, Hotmail, Outlook.com, Yahoo) can't be authenticated, and their providers tell other inboxes to reject or junk mail that claims to come from them.
Send to engaged, opted-in customers. Old, bought or scraped lists cause bounces and spam complaints, which hurt everyone's delivery. Start with people who visited or opened recently.
Ramp up gradually. If your domain is new to sending, grow your audience over a few weeks.
Check your content. Avoid ALL-CAPS subject lines, lots of exclamation marks, image-only emails, link shorteners and attachments. Include some real text and a plain-language unsubscribe link.
Keep complaints low. Gmail and Yahoo start filtering senders whose spam complaint rate stays high (they ask senders to stay well under 0.3%). Make unsubscribing easy and send only what people signed up for.
Check Gmail's Promotions tab. Landing in Promotions isn't spam. It's normal for marketing email.
Campaign stuck or not sending
What you see | What it means | What to do |
Pending approval or Analyzing | The campaign is being checked automatically before sending. This usually takes minutes | Wait. If it's been longer than a business day, contact us |
Scheduled but didn't go at the expected time | The account time zone may be wrong | Check your time zone in your account settings, then reschedule |
Recipient count is 0 or very low | The list or segment is empty, or most people are unsubscribed or bounced | Check the list and segment conditions |
A message about limits | Your plan's contact or sending limit is reached | Contact us |
Sandbox or test-only message | Your account isn't fully live yet | Contact us to finish setup |
A customer didn't get an email
Open the contact and check: - they're Active on the list you sent to (not Unsubscribed, Bounced or Unconfirmed) - their email is spelled correctly - they weren't excluded by your segment - the email isn't in their spam, junk or Promotions folder
Ask them to add your From address to their contacts.
Lots of bounces
Hard bounces (address doesn't exist) mark the contact as Bounced straight away.
Soft bounces (inbox full, server temporarily unavailable) are retried. After several soft bounces in a row, the contact is marked Bounced.
Bounced contacts are skipped in future campaigns and automations. Fix typos on the customer's Nomni POS profile so their correct email syncs.
High unsubscribes or complaints
Send less often, segment more tightly, set expectations at sign-up, and make sure everyone on your list chose to hear from you. See Email marketing rules: consent, unsubscribes and bounces.
Still stuck?
Message us in the chat, email support@nomni.ai or call 1300 445 483 with the campaign name and an example recipient.