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A Broadcast didn't send

Diagnose why a scheduled or triggered Broadcast never went out and get it delivered.

Symptom​

You scheduled a Broadcast (or expected an automation to trigger one), but the send time has passed and subscribers have not received the Edition. Reporting shows zero or far fewer sends than expected, and the Broadcast may still appear as scheduled, paused, or in an error state.

Likely causes​

Ranked from most to least common:

  • The Broadcast is still in Draft or pending approval and was never actually scheduled or released.
  • The schedule time zone differs from yours, so the send is set for later than you think.
  • The target audience or Folder is empty, or every match was removed by suppression.
  • Subscribers on the list are suppressed (unsubscribed, bounced, or on the account-wide suppression list).
  • Account sending is paused or a sending limit / approval hold is in effect.
  • An automation condition never evaluated true, so the trigger never fired.

Fixes​

  1. Open the Broadcast and confirm its status. If it is a Draft or awaiting approval, complete the approval and schedule or send it. (confirm the exact steps in your account.)
  2. Check the scheduled date, time, and time zone. Reschedule if the send is in the future or landed in an unexpected zone.
  3. Verify the target audience or Folder resolves to more than zero subscribers. Fix the list or segment criteria if it is empty.
  4. Review suppression: see Manage the suppression list to confirm recipients were not excluded.
  5. Confirm account sending is active and you are within any sending or approval limits.
  6. For triggered sends, inspect the automation's trigger and conditions to confirm they were met, then re-run or re-enter subscribers if needed.

Result​

The Broadcast reaches an active, scheduled or sent state, targets a non-empty audience, and delivers to eligible subscribers. Reporting reflects the expected send volume.

Still stuck?​

If the Broadcast shows an error or still will not send after these checks, capture the Broadcast name, scheduled time, and any error text, then contact your account administrator or support team to escalate.

Canonical terms: Author, Edition, Folder (Project Folder), Broadcast. See the Glossary.