Troubleshooting SuperMail

Possible problems for failed status and solutions

This page will help you understand the meaning of

the log column status and solve failure issues.

Success

The email has been sent

In progress

The email is sending

Failed

The email was not sent

The email was sent successfully!

Possible reason

The sum of files sizes was to big to attachments

Solution

Please notice the file size limit for files from board is 18mb and for files on template is 4mb.

Possible reason

Your sender email account is not authenticated

Solution

Please delete the sender email using the trash icon.

Then add that same sender email and make sure you authenticate the email and tik the checkbox that lets SuperMail send emails on your behalf.

Possible reason

You are trying to send a lot of emails at once. This might take sometime, therefore, some emails are in the process of being sent.

Solution

No worries.
If you have sent up to 300 email, the status should change to "success" in 10 minutes.
If you have sent 300-5000 email, the status should change to "success" in 20 minutes.

Possible reason

Failed exceeding balance on email account

Failed exceeding balance on supermail

Solution

SuperMail can be used to send hundreds of emails per day. It is based on your email provider.

With Gmail, please verify your Gmail Account limits
With Outlook, please verify your Outlook Account limits.

You have finished your plan.
You can follow your app usages in the management tab.
You can renew or change plan in "Price & Plan" tab.

Possible reason

Recipients value is empty in board

Solution

Go to your board and check the email/people column you set recipients- make sure all items have data in these columns.

Possible reason

Auto populate field in template or in subject is broken.
Even just one incorrect character can brake an auto populate field and this would prevent a template from being sent.

Template does not exists

Solution

We let ourselves take the assumption that the content of the email is important to you especially when it comes to auto populated fields. This is why the template will not be sent.

Go back to your template, erase the auto populate field (will appear in curly brackets) and then add them again.
After you finish editing the template go back to your board and activate the integration to sent the email template again.

You may have built an integration to send a template, and later on deleted that template.
Now the integration is trying to find something that does not exist.
Go to the integration and change the template.