Most "my emails aren't sending" questions come down to one of the checks below. Work through them in order.
1. Is the project running?
Open the project. A Paused badge or a Resume button in the header means it's paused. Drafts have never been launched; look for Launch. On the Projects page, the Active tab shows only projects that are running.
2. Is the sequence complete?
Launch and Resume are blocked when a step is missing a subject or body, and the dialog names the step. Open the Sequence tab and fill it in.
3. Is a mailbox connected and healthy?
Settings → Email sending. Each mailbox card shows a badge:
- Error: the connection needs re-authorizing. Click Retry and sign in again. This is the most common cause after a password change or a security review by your IT team.
- Paused: sending from this mailbox is stopped, with the reason on the card. Some Microsoft mailboxes are paused when your IT admin needs to re-enable outbound mail; once they have, click Resume sending. You'll also see a "Sending temporarily paused" notification in the bell.
- No mailbox at all: nothing can send. Connect one.
If you disconnected your mailbox, your projects stop until you connect one again.
4. Has today's limit been reached?
Your Daily email limit (Settings → Email sending) caps sends across all your projects. When it's reached, remaining candidates wait for tomorrow. Send First Step tells you outright: "Daily sending limit reached. Resets at midnight."
5. Is it a sending day and time?
Sequences send on weekdays by default and skip US public holidays. Check the Sequence tab's settings summary ("Sends Mon–Fri · skips US holidays") and the send time on each step. Times are in your profile's time zone (Settings → My profile), not the candidate's.
6. Are the candidates eligible?
On the Candidates tab, the Sequence filter shows who is waiting and why:
- Pending: queued, will send in the next sending window
- Needs Review: a supervised project waiting for your approval
- No valid email: no usable address yet
- DNC, Unsubscribed, Skipped, current employee: blocked on purpose
- Bounced: the address failed; add another and use it for outreach
Frequently asked questions
Emails send but candidates say they never arrived.
Check the bounce count on the Overview tab and read Deliverability Basics. A brand-new mailbox sending at full volume is the usual cause.
Follow-ups aren't going out to someone who replied.
That's by design: a reply pauses the candidate's remaining steps. See Replies, Bounces and Auto-Pausing.
I changed my time zone and steps moved.
Send times are interpreted in your time zone, so a change shifts every scheduled step. Set the zone once and adjust step times instead.