IN THIS ARTICLE

How it works
​Authentication failed
​Email provider banned the account
​You’ve reached your provider’s sending limit
​Check your content – spam detected
​Web authorization needed
​Your provider limited your account
​IMAP authentication failed
​Couldn't connect to host
​Token refresh
​Your mailbox is full

SMTP provider issues
​Other errors
​Troubleshooting

When you are in the campaign list tab occasionally you might see an image like this, an error:

Campaign error means that Woodpecker came across an issue when trying to connect with your mailbox. During that time the sending is paused.

The first thing to do when you see the error in your campaign is to check whether the email account is connected to Woodpecker at all. It might have disconnected due to a password change or, for example, the wrong refresh token, etc. Reconnecting your mailbox might solve some of the issues.

In some cases, however, as there are many types of errors, reconnection might not work. For example, when your account gets blocked due to suspicious sending activity or reaching your provider's sending limits. When this happens, Woodpecker pauses sending for some time, even up to 24 hours.

Deleting email account

Mind you, don't remove your disconnected mailbox from Woodpecker unless you don't want to use it anymore. Deleting your email account will result in disconnecting IMAP and losing the data you have accumulated in Woodpecker Inbox. If you delete your mailbox from Woodpecker accidentally, don't worry, your replies are safely stored and accessible through your email provider's inbox.

Authentication failed

Banned sender

Quota exceeded

Spam

Web authorization needed

IMAP issue

Token refresh

Space shortage

SMTP provider issue

Read on to learn more about the errors that you can find in Woodpecker, and how to fix them.

We couldn't authenticate your email account. This is quite common, but not obvious. It might mean that you simply changed your email password and forgot to update it in Woodpecker, but it might also mean that your account has been blocked for other reasons.

If it is not an issue with credentials – you are sure that your login, password, and IMAP, as well as SMTP data, are correct, then it would be best to contact your email provider. Before you do so, however, go to 'Settings' → 'Email accounts' and reconnect your email.

Your email account is suspended due to deliverability issues. For example, you may be sending content considered spammy, that is:

Keep in mind that your signature is also checked by anti-spam filters. Another reason may be that you haven't warmed up your newly set up email account or domain yet. In case the email provider blocks your account, Woodpecker pauses the sending from that mailbox for 10 to 24 hours. Contact your email provider to fix this issue.

In the meantime, though, we suggest learning about good deliverability practices. Deliverability know-how will help you to avoid having your account blocked in the future. Examine your campaigns for spam trigger words, such as promotion, best deal, free. Check your statistics. Is the percentage of bounced messages high? If so, you may want to conduct a domain reputation recovery process.

Your email provider banned the account. The system responded with the message: the SMTP username's account is not allowed to send. Please log in with your web browser and check your mailbox settings.

The campaign sent from your email address is temporarily stopped. There are 3 main reasons why it might have happened.

In this case, we pause sending campaigns from the account in question for 4 to 24 hours.

The campaign sent from your email is temporarily stopped because your email provider limited your account. Similar to the issue that we mentioned earlier, the error You’ve reached your provider’s sending limit, this error reminds you that you have reached or exceeded your sending limit set by the email provider or you're experiencing deliverability issues. Here is the list of limits set by the various providers. In this case, we pause sending campaigns from the account in question for 4 to 24 hours.

Fix this issue:

The campaign sent from your email is stopped due to a spam alert. Your SMTP server's filter found something it considers suspicious in your message's content. It might be a good idea to check the content of your emails using, for example, mail-tester.com to learn what part of it might be treated as suspicious by various anti-SPAM mechanisms.

In this case, we pause sending campaigns from the account in question for 24 hours. Check your email content for spam.

This means that Woodpecker cannot access your mailbox. You need to authorize your email account:

It looks like your Mailgun account is not active. Check your inbox or log in to your control panel to resend the activation email. Read more »

Your IMAP (Internet Message Access Protocol) has been disconnected from Woodpecker. This means that we cannot access your inbox to collect replies from your prospects. It's important to have your mailbox connected all the time so Woodpecker doesn't miss any incoming messages. Why?

Fix this issue:

We couldn't authenticate your email account due to the issue with Token. Refresh Token is an authentication mechanism used to safely connect your email account to Woodpecker. It allows Woodpecker access to your mailbox.

Sometimes, when a Token expires, its authorization and connection break, so a reconnection is necessary. When your account is disconnected, the sending is paused and replies cannot be checked.

Reconnect your email address:

This means that the mailbox connected to Woodpecker is full and you can’t send more emails. Some services will not allow outgoing messages in this situation as well. Increase your mailbox size or delete unnecessary messages to make more space.

Your sending is temporarily paused. Your ISP (Interner Service Provider) can’t accept any more messages for sending at the moment because there's no space on your internet provider server. Try later or contact your email service provider.

We couldn't connect with your email account. There has been some problem with the SMTP (Simple Mail Transfer Protocol) connection. This might be temporary.

We recommend checking credentials (login, password, IMAP/SMTP servers, and ports) and reconnecting your account again if necessary. Check your connection 'Settings' → 'Email accounts'. If you keep getting this for a long time you might need to contact your email provider.

It looks like you've reached a monthly limit of the number of emails allowed by your provider. Log in to your SMTP provider panel and increase the limit to continue sending.

Your Sendgrid API Key either is not valid or set properly. Learn how to manage Sendgrid API Keys »

Office 365 doesn’t allow setting up a different “From” address than the sender address when connected to Woodpecker through SMTP. Go to settings and connect your email via native integration or change settings in Office365.

Unverified Sending Domain

Your sending is paused. Check the mailbox associated with your AWS account for more details and visit the AWS help website »

The email address is not verified. You are trying to send an email from an email address or domain that you have not verified with Amazon SES. Check if your account is still in the Amazon SES sandbox. Learn how to connect a mailbox using Amazon SES »

Email blocked due to SPAM problems
​Outgoing quota is exceeded
​Error: Sender address blocked
​Error: TLS not available
​Can't send command to SMTP
​Error: Service unavailable
​Too many emails per hour
​SMTP connection error
​Error: STARTTLS not supported
​Error: Mailbox suspended
​Error: Suspicious content

This means that sending your emails was blocked by the anti-SPAM filters of your email provider. This does not necessarily mean that there is something wrong with your emails, as anti-SPAM filters tend to be rigorous nowadays.

In this case, we pause sending campaigns from the account in question for 10 to 24 hours.

The best solution would be to contact your email provider and ask why your messages are being blocked. It might also be a good idea to check the contents of your emails in services like mail-tester.com or Email On Acid to learn what part of it might be treated as suspicious by various anti-SPAM mechanisms.

This means that you have reached an hourly or a daily limit of the number of emails your provider allows to be sent from one address in a given period. For example, Gmail allows users to send no more than 500 emails daily from one email address.

Here you might find a summary of limits set by various providers, but it is not complete. It is always best to contact your provider directly to address this issue.

In this case, we pause sending campaigns from the account in question for 4 to 24 hours.

This means that your provider has blocked your address for some reason. Contact them to resolve this issue.

This means that we could not connect your email account. It is best if you try to connect it again.

There has been some problem with the Simple Mail Transfer Protocol – SMTP – for connection. This might be temporary. If you keep getting this for a long time try reconnecting your email account. If this does not help you might need to contact your email provider.

This means that you are sending emails too frequently, and thus reaching the limits set by your provider. Sending from this account gets paused for 120 minutes. Please review your delivery time and sending interval settings. In this case, we pause sending campaigns from the account in question for 2 hours.

There has been some problem with the SMTP connection. This might be temporary. If you keep getting this for a long time try reconnecting your email account. If this does not help you might need to contact your email provider.

Please contact your email admin. It might be that a secure connection is not available on the port that is used to connect to Woodpecker.

Your email account has been suspended. Please contact your email provider.

Your SMTP server's filter found something it considers suspicious in your message content. It might be a good idea to check the contents of your emails in services like mail-tester.com or Email On Acid to learn what part of it might be treated as suspicious by various anti-SPAM mechanisms.
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In this case, we pause sending campaigns from the account in question for 24 hours.

Woodpecker may connect your email address conditionally. Check what that means and how to fix this issue in our article.

In case of any other connection issues, have a look at our article I can't connect my mailbox.