This article covers the most common sending problems and how to resolve them.
My Campaign Won't Send
When you review a campaign, Tern lists anything blocking the send. You must resolve every blocker before you can send. Common blockers:
A missing subject line.
No Segment selected.
An empty email with no blocks.
A missing business name or business address in your settings.
No paid subscription (free trials can't send to contacts).
An active sending hold on your account.
Fix the listed items, then review and send again. If your campaign has fewer recipients than your Segment, the missing contacts aren't marked Subscribed. Only Subscribed contacts receive campaigns. See "Managing Subscribers and Unsubscribes."
My Campaign Is Sending Over Several Days
This is expected. Tern sends campaigns gradually, within a daily allowance, to protect deliverability. A campaign with more recipients than your daily allowance sends over multiple days and continues automatically. See "Reviewing, Testing, and Sending" for details.
My Campaign Was Paused
Tern automatically pauses a campaign if too many recipients bounce, mark it as spam, or unsubscribe. This is a sending hold. It protects the sending reputation that all Tern advisors share.
When this happens:
The paused campaign stops sending.
A banner shows that your sending is on hold.
Your other campaigns stop sending until the hold is resolved.
Note: A sending hold can only be resolved by Tern support. If your campaigns are paused or on hold, contact Tern support.
Before you contact support, check your bounced contacts and narrow your list. See Cleaning Up Your Contact List for step-by-step instructions.
Once Tern support resolves your hold, open the paused campaign and click Resume sending. It sends only to contacts who haven't gotten it yet and are still Subscribed.
I Can't Edit My Campaign
A campaign is locked once it's scheduled, sending, or sent. To make changes, duplicate it and edit the copy.
When to Contact Support
Contact Tern support if:
Your campaigns are paused or your account has a sending hold.
A campaign's recipients report they didn't receive an email that shows as delivered.