Troubleshooting

8 min read Last updated: June 23, 2026

Troubleshooting

Emails going to spam

Symptoms: Open rate below 20%, spam complaints increasing, emails consistently landing in recipients' spam folder.

Solutions:

  1. Check DNS records – verify SPF, DKIM, and DMARC in Domain Health. Misconfigured authentication is the #1 cause of spam placement.
  2. Warm up new domains – new domains need 2-4 weeks of gradual volume increase. See Mailboxes → Warmup.
  3. Reduce link count – links in the first email raise spam scores. Move links to step 2 or 3 of your sequence.
  4. Avoid spam trigger words – words like "free," "guaranteed," "act now," "limited time," and excessive exclamation marks can trigger spam filters.
  5. Verify emails before sending – use Email Verification to remove invalid addresses.
  6. Check Suppressions — make sure you're not repeatedly sending to addresses that previously bounced.
  7. Reduce sending limits – lower your daily and hourly limits if you're sending more than 50 emails/day from a new domain.

Tip: If you've checked everything and emails still go to spam, try changing your email content — shorter messages with fewer links typically perform better. Also check your sender reputation in Domain Health.

High bounce rate

Symptoms: Bounce rate above 5%, campaign auto-paused by Health Guard.

Solutions:

  1. Verify all emails before sending – use bulk verification in CRM or enable verification during import.
  2. Remove invalid and disposable addresses – add these to your Suppressions list.
  3. Reduce daily limits by 50% – high volume to a new list can trigger aggressive filtering.
  4. Check if the mailbox is blocked – go to Mailboxes and verify the status of your sending accounts.

SMTP connection errors

Symptoms: "Connection refused," "Authentication failed," "Connection timed out"

Solutions:

  1. Test connection in Mailboxes — this is the fastest way to isolate the issue.
  2. Verify login credentials – for Google Workspace and Microsoft 365, use an App Password, not your main password.
  3. Check host and port – common ports: 465 (SSL/TLS), 587 (STARTTLS), 25 (often blocked by ISPs).
  4. Contact your email provider – some providers require you to enable SMTP access in account settings first.

IMAP not syncing

Symptoms: Replies don't appear in Unibox, IMAP status shows error.

Solutions:

  1. Check IMAP configuration in your mailbox settings (host, port, encryption)
  2. Ensure IMAP is enabled in your provider's settings (Gmail: Settings → Forwarding and POP/IMAP → Enable IMAP)
  3. Verify the app password has IMAP access enabled
  4. Increase IMAP connection limits if your provider allows it

Campaign won't start

Symptoms: Campaign status shows "Running" but no emails are being sent.

Possible causes:

  1. No leads in campaign – add leads manually or configure auto-enrollment rules from Lead Finder.
  2. Mailbox in cooldown – check mailbox status in Mailboxes. Cooldown usually lasts 24 hours.
  3. Sending limits exceeded – check your daily/hourly limits in campaign settings. The campaign may have hit its configured cap.
  4. All leads suppressed – check Suppressions — all leads may have been auto-suppressed due to previous bounces.
  5. No credits remaining – verify your account balance in Settings → Billing.

Tip: When troubleshooting, start with cause #1 (no leads) — it's the most common reason. Check the campaign's lead count on the campaign detail page.

Stripe payment errors

Symptoms: Can't add a payment card, payment is declined.

Solutions:

  1. Verify card details — confirm the card number, expiry date, and CVC are correct.
  2. Contact your bank — some banks block recurring payments to EU-based merchants. Ask them to whitelist Stripe charges.
  3. Try a different card — use a business card if available.
  4. Email hello@propersend.pl if issues persist — include a screenshot of the error (without sensitive card details).

Credits don't match

Symptoms: Credit balance doesn't match your sent message count.

Diagnosis: Check the Ledger in Settings → Billing. It shows every credit transaction with date, amount, and operation type.

Other Issues

Can't log in:

  • Use "Reset password" on the login page
  • Check your spam folder — the reset email may have landed there
  • If still not working, contact support

App doesn't load correctly:

  • Clear your browser cache (Ctrl+Shift+Delete in Chrome)
  • Disable ad-blockers (may block API requests)
  • Try a different browser (Chrome, Firefox, Edge)
  • Check if your corporate network is blocking CORS requests

Can't see all CRM data:

  • Check active filters (status, date, source) — a filter may be hiding data
  • Clear any custom filters
  • Refresh the page (F5)

Need More Help?

If none of the above solved your problem:

  1. Check the FAQ — your question may already be answered there
  2. Visit status.propersend.pl for platform uptime and incident history
  3. Email us at hello@propersend.pl — we typically respond within 24 hours during business days