Email is not sending
The Deliverability and Senders & Domains screens give you a live view of your sending infrastructure. If a campaign is stuck or emails are not reaching inboxes, start here.
Getting there
Section titled “Getting there”In the left-hand navigation, go to Connect → Infrastructure → Deliverability for inbox-placement metrics and seed-test history. For sender configuration, mailbox health, and domain setup, go to Connect → Infrastructure → Senders & Domains.
What you can do
Section titled “What you can do”Check your inbox placement score
Section titled “Check your inbox placement score”The Deliverability screen shows four summary stats at the top of the page:
- Inbox rate — the weighted average share of test messages that landed in the inbox across Gmail, Outlook, Yahoo, and Apple.
- Spam rate — the share that landed in spam folders.
- Last tested — when the most recent seed test ran.
- History entries — total number of seed-test runs recorded.
If “Last tested” shows Never, no seed test has run yet. A low inbox rate or a high spam rate points to a sending-domain or authentication problem.
Run a seed test
Section titled “Run a seed test”A seed test sends a message through one of your sender identities to a monitored set of inboxes. Sherpa records placement rates in the Test history table when the run completes.
- Click Run seed test in the top-right corner.
- Select a Sender identity from the dropdown. If the dropdown is empty, add a verified sender in Senders & Domains first.
- Click Run seed test to queue the job.
- When the run finishes, a new row appears in the Test history table with the run time, sending address, inbox rate, spam rate, and sample size.
Review your sending identity and mailbox status
Section titled “Review your sending identity and mailbox status”Open Senders & Domains to check the following:
- Sending identity — the “From” address used for all campaign sends, and whether it is on a Custom domain or the Shared domain.
- Custom sending domain — the status of any domain request (Pending review, In progress, Active, or Rejected). When status is In progress, a DNS records table appears; publish those records at your DNS provider before the domain activates.
- Mailboxes — every connected cold-outbound Gmail, Outlook, or SMTP account. Each row shows Status, Connection, Warmup, and daily send cap. A mailbox must show active status and a ready connection chip to send. If Connection shows failed, use Reconnect or Test send in that row.