Frequently asked questions
This article collects the questions advisors ask most often across all four Sherpa modules — Connect, Content Engine, Clients, and RIA Data. If you do not find your answer here, reach out to support from inside the app.
Getting there
Section titled “Getting there”This article does not correspond to a single screen. You can return to it any time from your browser or by searching the Help Center.
Common questions
Section titled “Common questions”Connect (email)
Section titled “Connect (email)”Why is my campaign still in draft after I clicked Send? Campaigns may require a compliance review or are scheduled for a future send window. Check the campaign status in Connect and confirm your send date and time are set correctly.
Why are some contacts not receiving my emails? Contacts must be part of the selected audience segment and must have a valid, opted-in email address. Open the segment in Connect and verify its filters match your intended recipients.
My deliverability score dropped — what should I do? Review the deliverability dashboard in Connect for flagged issues. Common causes include a high bounce rate, missing domain authentication records, or a sudden spike in send volume. Address each flagged item and allow time for your reputation to recover.
Content Engine
Section titled “Content Engine”A piece of content is stuck in review — what happens next? Content in review is waiting for a compliance approver in your organization. Contact your compliance administrator to check the queue.
Can I reuse a post across multiple channels? Yes. Once a piece of content is approved, you can distribute it to the channels enabled in your Content Engine settings.
Clients
Section titled “Clients”A client record is missing data I know I entered — where did it go? Check that you saved the record before navigating away. If the data is still missing, verify that the field is visible under your current view configuration.
RIA Data
Section titled “RIA Data”The firm I searched for is not showing up in RIA Data — why? RIA Data is sourced from public regulatory filings. Firms registered very recently or those that have filed updates may take time to appear. Try an alternate spelling or the firm’s CRD number if you have it.
Still need help?
Section titled “Still need help?”If none of the above resolves your issue, contact Sherpa support directly from the app. Include the module name, what you were trying to do, and any error message you saw.