Common FAQs and Errors
A quick-reference guide to the most common Reach issues and questions across subscribers, campaigns, templates, analytics, and user management.
Overview
This article brings together the most common questions and errors reported by Reach users. If something is not working and you are not sure where to start, check here first.
Subscribers
| Issue | Answer |
|---|---|
| I added a subscriber but cannot find them in search. | Wait 1 to 2 minutes and search again. Make sure the correct department is selected. The subscriber may be in a different department. |
| A bulk upload succeeded but subscribers are not showing up. | Reach takes up to 10 minutes to index new subscribers after an upload. Wait and search again. |
| My upload shows Failed in Upload History. | Download the error CSV from the Errors column. Fix the flagged rows and re-upload only those rows. See KB-017. |
| The CSV upload won't accept my file. | Save the file as .csv format, not .xlsx. The file cannot exceed 150,000 rows. |
| State field causes an error on upload. | The state field must be exactly 2 characters: the abbreviation (e.g., MN, not Minnesota). |
| I uploaded subscribers without a category. Will they receive messages? | No. Subscribers without a category assignment will not be targeted by campaigns. Re-upload with a category assigned. |
Campaigns and Templates
| Issue | Answer |
|---|---|
| A channel is not available when I launch a campaign. | The program may not have that channel enabled, or there is no approved (Live) template for that channel. Check both in the program settings and the template folders. |
| The subscriber count at launch is 0. | No active subscribers match the department and category selected, or they have no contact details for that channel. |
| My template is stuck in 'Waiting for Approval'. | An Administrator needs to review and approve it. The yellow star in the campaign tree shows which folder has a pending template. See KB-033. |
| A launched campaign shows 0 delivered in Analytics. | The program may have been on Hold, or messages expired before delivery. Check the program's Hold status and the campaign's expiry date. |
| I cannot find my campaign in Analytics. | Data takes up to 15 minutes to appear. Also check that the Analytics date filter covers the date you launched. |
| Messages show as 'Dropped' in Analytics. | The subscriber has likely replied STOP and opted out, or their contact detail is invalid. Check the STOPs tab and the subscriber record. |
Users and Access
| Issue | Answer |
|---|---|
| A user cannot log in. | Check the username is their email address and the password is correct. An Administrator can reset the password from the Administration Hub. See KB-048. |
| A user cannot see the Administration Hub. | Only Reach Administrators and Department Administrators can access the Administration Hub. Department Staff cannot. |
| A user can only see one department. | Their account is scoped to that department. To give access to more departments, update their role to Reach Administrator with department set to Global. |
| I need to create a new department. | New departments are created by Convey, not in the portal. Contact Convey support with your request. |
Analytics
| Issue | Answer |
|---|---|
| Analytics shows no data. | Set the date range in Campaign Filters first. The default range is very narrow. Widen it to the period you need. |
| I cannot find a specific campaign in Analytics. | Enter the Campaign ID in the Campaign filter field, or widen the date range. Campaign IDs are shown in the confirmation screen after launch. |
| Export is blank or has no rows. | The current filters are too restrictive. Clear some filters and try again. |
Comments
0 comments
Please sign in to leave a comment.