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Troubleshooting

Email sending and delivery problems

Mail not arriving in Unobits, messages not sending, campaign email in spam, replies not stopping a journey, or invoice emails coming from the wrong address.

Updated 2 November 2026
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Email problems come in two kinds: your own mailbox in Unobits, and campaign email sent through Reach.

Mail is not arriving in Unobits#

  1. Check the mailbox is still connected in Email → Accounts. Reconnect it if its sign-in expired.
  2. For an IMAP/SMTP mailbox, check the IMAP settings are filled in — without them Unobits cannot read new mail.
  3. Remember that a mailbox belongs to the person who connected it. Colleagues do not see your mail, and you do not see theirs.

Messages are not sending#

  • Reconnect the mailbox; an expired sign-in stops sending first.
  • For SMTP, check the server, port and password with your email provider.
  • A message that fails to send always notifies you, even in quiet hours.

Campaign email lands in spam#

Work through Reach → Senders → Domains, which checks your domain’s SPF, DKIM and DMARC and shows exactly what to add at your DNS provider. Then:

  • Let new senders warm up; their daily volume grows on its own.
  • Keep bounces and complaints low — Reach slows, and then stops, a sender whose bounce or complaint rate is too high.

See Senders and Sending safety and limits.

A campaign stopped by itself#

Reach stops a campaign automatically when bounces or complaints suggest the sender is at risk. The campaign shows why. Clean the list, check the domain, and restart. See Sending safety.

A reply did not stop the follow-ups#

Reach needs to see replies to stop a journey. An SMTP sender without IMAP cannot see replies, so it keeps following up. Add IMAP to the sender. See Senders.

Someone unsubscribed and is still getting email#

Opt-outs are workspace-wide and permanent for Reach campaigns: someone who unsubscribes from one campaign is not contacted by any other. Check that the email came from a Reach campaign rather than from someone’s own mailbox. See Eligibility and opt-outs.

Invoice emails come from the wrong address#

Invoices and reminders go out from one sender for the whole organization. In Finance settings, Invoice email sender chooses between your connected business mailbox (Organisation mailbox, the default) and Unobits sending. See Finance settings.