Troubleshooting
What to check when something didn't send, didn't track, or didn't connect.
Someone in my campaign was skipped
Open the campaign's people list; the reason is on their row. The common ones:
| Reason | What to do |
|---|---|
| Unsubscribed / do-not-email | Nothing. They opted out. (A manager can remove an address from the list in Email → Unsubscribes, but only if the person asked.) |
| Replied, Converted | Tick Include people who replied in the sending rules if you meant to email them. |
| Bounced, Dead | Fix the address or stage on the contact. |
| Emailed in the last N days | Lower the "skip recent" number in the sending rules. |
Missing data: first_name | Add the value, or give the tag a fallback: {{first_name|there}}. |
| Invalid email | Verification says the mailbox doesn't exist. Correct the address. |
| In an active sequence | Change the setting in the sending rules, or wait. |
See Who gets skipped.
The campaign is paused and I didn't pause it
The reason is shown at the top of the campaign. Usually the Gmail needs reconnecting: Settings → Email account → Reconnect, then Resume. If the Gmail was disconnected, pick another sender in the campaign's settings.
No opens or clicks are showing
- Is a tracking domain active? Opens and clicks are only tracked through your own domain (Settings → Email tracking). Without one, emails send untracked.
- Were opens and clicks on for this campaign, sequence or email? Check its sending rules.
- Did the domain go "Failing"? After 24 hours failing, emails go untracked until it recovers. Check the DNS record is still there.
- Opens from Apple Mail's prefetch, scanners, and anything in the first seconds after sending are recorded but not counted. They show as "not counted" chips on the email.
See Email tracking.
Gmail says "Reconnect needed"
Google ended the connection: a password change, an admin turning off third-party access, or the grant expiring. Click Reconnect and choose the same account. Nothing sends from it until you do.
"Only company Google Workspace accounts can be connected"
You picked a personal @gmail.com address. Choose your company account in Google's chooser.
My email went to spam
- Run Domain health: SPF, DKIM and DMARC must pass.
- A new account needs a warm-up first.
- Read the inbox check warnings on the email.
- Check the Gmail reputation spam rate.
The tracking domain stays "Pending"
- The CNAME must be
track(or your chosen label) pointing atdomains.pedibee.com, with no proxying (on Cloudflare: DNS only). - DNS changes can take up to an hour to be visible. Click Check now after that.
- Make sure there's no existing record with the same name.
Someone replied but their sequence kept going
Pedibee can't read your inbox. Mark the person Replied on their contact (or on that email in their activity); the sequence stops right away.
I can't create a workspace
Confirm your email first, from the message sent at sign-up. Resend it from the onboarding page.
The API answers 401 or 403
401: the key is missing, wrong, revoked or expired. Create a new one.403: the key doesn't have the scope for this call, or the request came from a browser (keys are for servers). See Errors.
My AI assistant can't see a tool
Each connection only lists the tools its access allows: for example launch_campaign needs both Campaigns: change and Emails: send. Disconnect and connect again with the access you need. See MCP server.
Still stuck?
Email support@pedibee.com with the workspace name and, if it's about an email, the campaign or contact involved.