Troubleshooting

Quick fixes for the most common issues.

Campaign Won’t Create

Check these first:

  • Required fields are present.
  • Email looks correct.
  • You are within your plan limit.
  • Address or ZIP matches the campaign type.

Note: an unknown ZIP code no longer blocks creation. If your ZIP isn’t in our database, we swap it for the numerically-closest ZIP we do have data for. See Create Campaigns.

Check Address Came Back Red

Two cases:

  • “We couldn’t find this property on Zillow” — switch the campaign to a No-Address Newsletter (toggle on the campaign form). Market content for the ZIP will still go out.
  • “Zillow’s address doesn’t match” — click Apply Zillow’s format to use their canonical version, or switch to a No-Address Newsletter.

You can also submit anyway — if Zillow still can’t find the property after creation, the campaign auto-switches to a No-Address Newsletter on its own.

Campaign Switched to No-Address Unexpectedly

If an address-newsletter campaign shows up as a no-address newsletter, it means our post-creation Zillow lookup couldn’t produce a home-value section. The campaign self-recovered rather than going to Error. You’ll see a log line indicating the auto-switch.

If you believe Zillow does have the property, double-check the address formatting, update the lead, and toggle it back to an Address Newsletter.

Campaign Stuck or Slow

Try this:

  1. Refresh the lead details page.
  2. Check current campaign and email status.
  3. Wait a little and refresh again.

If nothing changes after a while, contact support and include campaign ID.

Email Not Sending

Common causes:

  • Waiting for manual approval
  • First-email delay still active
  • Sending window not open yet (Tuesday-Thursday, 11:00 AM-6:00 PM ET)
  • Campaign disabled
  • Lead unsubscribed/bounced/spam complaint

Can’t Delete a Campaign

If a campaign is currently building/in progress, deletion is blocked until that step finishes.

Try this:

  • Refresh and check the campaign status.
  • Wait for the building step to complete.
  • Delete after the campaign is no longer in progress.

Older Draft Marked Expired

This is normal if a newer cycle replaced an older unapproved draft.
Expired drafts stay in history but cannot be sent.

Bulk Upload Errors

Review:

  • CSV headers and formatting
  • Duplicate emails
  • Undeliverable addresses
  • Address lookup failures

Fix the source file and re-upload.

Metrics Look Off

  • Dashboard Health uses lifetime rates (open, unsubscribe, spam).
  • Warm Leads uses a rolling 90-day window for opens and listing clicks.
  • Delivery, open, and click events can arrive after the initial send, so numbers may shift.
  • Refresh to fetch latest aggregates.

When to Contact Support

Share:

  • Your account email
  • Campaign ID(s)
  • Approximate time issue started
  • Screenshot of the error/status

This helps support fix things faster.