Email troubleshooting and FAQ

Why are my email metrics off?

See Top Reporting Metric Issues.

Why isn't my email sending correctly?

Check the following causes to troubleshoot an email that doesn't seem to be sending:

Targeting issues

  • Your device or user info does not match the Target phrase for the email message.
  • Your device was switched to a different user who is not eligible for the email and/or was not eligible at the time the message sent.

Delivery issues

  • Messages can take up to 15 minutes to be delivered through Leanplum. It’s possible that the message is still in the pipeline and will come through shortly.
  • Optimal time delivery takes several hours to analyze before scheduling the message delivery, so push notifications with same-day optimal time delivery may not send until later in the day or the following day.
  • If your email delivery has a Delay set, it won’t send right away unless you use the preview button with a registered test device.

Message content issues

  • If your message contains a user attribute or other custom text somewhere, e.g. {{"first_name" value}}, users who do not have a value set for this attribute will not receive the message.
  • If the template of the message is not valid the message will not be sent. Make sure the template markup of the message is valid.

Preview issues

  • Make sure that the email set to receive your preview hasn't unsubscribed.


  • The user has unsubscribed from marketing emails and this is a marketing email. If email categories aren't enabled, all emails are treated as marketing emails. With categories enabled, you can specify an email as transactional, which bypasses the unsubscribe status.


  • The email is in spam. This could be because the user reported emails from your domain as spam in the past or because the domain/IP has other issues.



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