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Common Errors

A guide to resolving common issues you may encounter in Score CRM.

Campaign Errors​

"No recipients found"​

Cause: The campaign's targeting configuration resolves to zero recipients.

Fix:

  1. Check that your included lists have customers
  2. Verify your segments match at least some customers (use preview)
  3. Ensure your exclusion lists/segments aren't removing everyone
  4. Check the suppression list — heavily suppressed lists may have few active contacts
  5. Use Estimate Recipients before launching to verify the count

"SMTP connection failed"​

Cause: The selected SMTP connection couldn't authenticate or connect.

Fix:

  1. Go to SMTP and test the connection
  2. Verify credentials (API key or username/password) are still valid
  3. Check if the provider's API is operational
  4. For SMTP connections, verify the host and port are correct
  5. Check if your server can reach the SMTP provider (firewall rules)

"Campaign failed during sending"​

Cause: A fatal error occurred during the sending process.

Fix:

  1. Check the campaign's status for error details
  2. Common causes: SMTP provider rate limit, network timeout, API key revoked
  3. Duplicate the campaign and retry after fixing the underlying issue

"Cannot edit campaign — not in draft status"​

Cause: You're trying to edit a campaign that has already been launched.

Fix: Campaigns are locked once launched. Duplicate the campaign to create an editable copy.

Upload Errors​

"Missing email column"​

Cause: Your CSV file doesn't have a column named email.

Fix: Ensure the first row of your CSV has a header row with a column named exactly email (lowercase).

"Upload failed — file too large"​

Cause: The CSV file exceeds the size limit.

Fix: Split your file into smaller chunks (recommended: under 200K rows per file).

"Invalid email format in rows"​

Cause: Some rows have malformed email addresses.

Fix: Clean your CSV — remove rows with invalid email formats. Invalid rows are skipped during processing, but this message warns you about them.

Segment Errors​

"Segment compilation error"​

Cause: The segment rules contain an invalid configuration.

Fix:

  1. Check for empty conditions (fields or values not set)
  2. Verify custom field names match exactly (case-sensitive)
  3. Ensure numeric operators are used with numeric values
  4. Check that event conditions have a valid time window

"Segment preview timeout"​

Cause: The segment query took too long to execute (rare).

Fix:

  1. Simplify the segment rules
  2. Reduce the number of event conditions (they're more expensive to evaluate)
  3. Try again in a few minutes — the system may be under temporary heavy load

SMTP Errors​

"Authentication failed"​

Cause: The credentials stored for the SMTP connection are invalid.

Fix:

  1. Update the API key or password in the SMTP connection settings
  2. Verify the key hasn't been rotated or revoked in your provider's dashboard

"Connection timeout"​

Cause: The SMTP server is unreachable.

Fix:

  1. Verify the host and port are correct
  2. Check if port 587/465 is open from your server
  3. Verify the SMTP provider's service status

"Sender not verified"​

Cause: The from email address is not verified with the SMTP provider.

Fix: Log into your provider's dashboard and verify the sender email or domain.

Journey Errors​

"Cannot publish — validation errors"​

Cause: The journey has configuration issues that prevent publishing.

Fix:

  1. Ensure all steps are connected (no orphan steps)
  2. Verify all "Send Email" steps have content configured
  3. Check that all condition steps have both Yes and No paths connected
  4. Ensure the entry trigger is configured

"Customer stuck in journey"​

Cause: A step may have failed or a delay is longer than expected.

Fix:

  1. Check the journey analytics for the specific step
  2. Verify delay configurations are reasonable
  3. Check if the journey is paused
  4. Contact support if the issue persists

Authentication Errors​

"401 Unauthorized"​

Cause: Your JWT token is missing, expired, or invalid.

Fix:

  1. Log in again to obtain a fresh token
  2. Check that you're including the Authorization: Bearer header
  3. Verify the token hasn't expired

"403 Forbidden"​

Cause: Your role doesn't have permission for this action.

Fix:

  1. Check your role (Member, Admin, Owner)
  2. Contact your organization admin to upgrade your role if needed
  3. See Roles & Permissions for details

Getting Help​

If you can't resolve an issue:

  1. Reproduce: Try to reproduce the issue consistently
  2. Gather info: Note the exact error message, steps to reproduce, and relevant IDs (campaign ID, journey ID, etc.)
  3. Contact support: Reach out to your Score CRM administrator with the gathered information