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Common Questions & Errors

Quick answers to the things people ask most, plus fixes for errors you might run into.

General Questions​

How many emails can I send per day?​

Score CRM handles 10 million+ emails per day. Your actual limit depends on your email provider's rate limits and your throttling settings.

How many contacts can I have?​

Up to 4 million contacts per organization. Segmentation queries on this volume run in under 3 seconds.

Is my data separate from other organizations?​

Completely. Every organization has its own isolated database. There's no cross-organization data access — ever.

Campaigns​

I can't edit my campaign — why?​

Campaigns lock once they're launched. You can't change the content or targeting of a running, paused, completed, or cancelled campaign. Duplicate it to create an editable copy.

My campaign is stuck on "running"​

  1. Go to SMTP and test your connection — is it working?
  2. Pause the campaign while you investigate
  3. Fix the connection issue, then Resume

My recipient count is lower than my list size​

That's normal. The recipient count excludes:

  • Suppressed contacts (bounced, complained, or manually removed)
  • Unsubscribed contacts
  • Duplicates across multiple included lists
  • Anyone in your exclusion lists or segments

Can I resend the same campaign?​

Not directly. Duplicate the campaign to create a new draft, then launch the copy.

Images & Media​

Where are my uploaded images stored?​

On Score CRM's infrastructure, served over HTTPS from a global CDN so they load quickly worldwide. See How Score Protects Your Uploaded Images.

Why can't I upload an SVG?​

SVG files can contain executable code. Because uploaded images are served from a public web address, allowing SVGs would create a security risk. Export your graphic as PNG instead.

I pasted an image and it looked fine, but recipients say it's missing. Why?​

If the campaign was created before images were hosted automatically, the image was embedded inside the email rather than hosted, and Outlook removes embedded images. Open the campaign, delete the image, and paste it again — it will now upload properly. See Hosted vs Embedded Images.

Does uploading the same image twice use double the storage?​

No. Score CRM detects an identical file and reuses the copy already in your library.

What happens if I delete an image that I already used in a sent campaign?​

The image keeps working in emails that have already been delivered. Deleting removes it from your library, but the existing link continues to resolve so past emails aren't broken.

Can other organizations see my images?​

No. Images are isolated per organization, stored at unguessable addresses, and the storage location can't be browsed.

Is location data removed from photos I upload?​

Yes. All EXIF metadata, including GPS coordinates, is stripped automatically.

How much storage do I get?​

1 GB on paid plans, 50 MB on trial accounts.

Can I still paste an image URL from another website?​

Yes, that continues to work. Uploading to Score CRM is more reliable, because an externally hosted image breaks if that other site removes it.

Contacts & Lists​

My CSV upload failed — "Missing email column"​

Your CSV needs a column header named exactly email (lowercase) in the first row. Score CRM looks for this specific column name.

"Upload failed — file too large"​

Split your file into smaller chunks. Keep it under 200K rows per file.

Some rows were marked "invalid"​

Score CRM skips rows with malformed email addresses. Clean your CSV to remove entries that aren't valid email formats. The valid rows are still imported.

Segments​

My segment shows 0 contacts — why?​

Most common reasons:

  • Field name mismatch — check for typos (field names are case-sensitive)
  • Operator too restrictive — try broadening your condition
  • Custom field doesn't exist yet — have you uploaded data with that field?
  • All matches are suppressed — suppressed contacts don't show in segment counts

Are segments cached?​

No. Segments evaluate in real time every time they're used. The count always reflects your current data.

Can I combine multiple conditions?​

Yes — unlimited conditions with AND/OR logic and nested groups.

Journeys​

My journey isn't enrolling anyone​

Check these in order:

  1. Is the journey published (not just a draft)?
  2. Is the entry trigger configured correctly?
  3. For list-based triggers: only new additions trigger enrollment — contacts already on the list when you published don't enter
  4. Is the journey paused?

What happens to contacts when I publish a new version?​

Contacts already in the journey continue on the previous version's flow. Only new enrollments use the updated version. No one gets disrupted mid-sequence.

Can someone go through the same journey twice?​

Depends on your re-entry settings (set on the entry trigger):

  • No re-entry (default) — once is enough
  • Allow re-entry after completion — they can go through again after finishing
  • Allow concurrent — they can be in it multiple times at once (use carefully)

"Cannot publish — validation errors"​

The journey has issues that need fixing:

  • Make sure all steps are connected (no orphan steps floating alone)
  • Every Send Email step needs content configured
  • Every condition step needs both Yes and No paths connected
  • The entry trigger must be configured

Email Providers (SMTP)​

Which provider should I use?​

  • SendGrid or Mailgun — great all-rounders, easy setup, good free tiers
  • SparkPost — excellent for high-volume senders focused on deliverability
  • AWS SES — most cost-effective at very high volume
  • Generic SMTP — works as a fallback, but no webhook event tracking

"Authentication failed"​

Your API key or credentials are invalid. Go to your provider's dashboard, verify or regenerate them, and update the connection in Score CRM.

"Connection timeout"​

Score CRM can't reach the SMTP server. Check that the host and port are correct, and verify the provider's service status.

"Sender not verified"​

The "From Email" you set isn't verified with your provider. Go to your provider's dashboard and verify the sender email or domain.

Account & Access​

I forgot my password​

Click Forgot Password on the login page. You'll get a reset link via email.

"403 Forbidden" — I can't access something​

Your role doesn't have permission for that action. Members can't manage SMTP connections, invite users, or change organization settings. Ask your admin to upgrade your role if needed. See Team & Settings for the full permissions breakdown.

Still Stuck?​

If you can't resolve an issue:

  1. Reproduce it — can you make it happen consistently?
  2. Note the details — exact error message, what you were doing, any relevant IDs (campaign ID, journey ID)
  3. Contact your admin — they can investigate further or reach out to Score CRM support