Marketing Cloud Next emails are not sent and/or received

Flow was not activated

If your flow is not activated for a scheduled campaign, emails will not be sent. You can only activate a flow after scheduling your campaign/flow.

Navigate to your campaign record page in the Marketing App. If the Flow Status = Draft, this indicates the flow was never activated, which is why the scheduled campaign never sent any email.

Segment was not published

Emails will not send if the segment in your campaign is not published at least once. Navigate to your segment record page from the campaign record in the Marketing App. If the Publish Status and Last Publish Completed fields are blank, this means the segment has never been published (see help documentation for more details). Publish your segment at least once before sending email from your campaign again. This issue can also occur if your Publish Schedule Start Date and Time occurs after your campaign’s scheduled start date.

• If you are using a segment that you do not wish to put on a Publish Schedule, select Immediately before running this flow for the question “when do you want to republish this segment?” if you have never published the segment before
• If you do have a Publish Schedule for your segment, validate that the Publish Schedule Start Date and Time is before your campaign’s scheduled start date/time.

If your Campaign seems to switch to the status of Delivered almost immediately after using Send Now, that is a common symptom of an unpublished campaign.

Record Missing Consent

Marketing Cloud utilizes an explicit opt-in concept for consent. Review the consent data on the lead/contact record to determine whether or not the record was explicitly opted-in to the Communication Subscription used on your campaign. If the records are not explicitly opted-in, then they won’t receive email when that Communication Subscription is used on a campaign. You can resolve this by updating the recipient’s consent via import or manually.

Record missing from Segment

The record could be missing from the target segment at the time the email campaign was sent.

Note: the below instructions are for Marketing Cloud Growth/Advanced or Salesforce Foundations only (Starter/Pro Suite cannot access Data Cloud directly).

To validate if a specific record is a member of a segment complete the following:

1. Find the lead/contact record’s email address.
2. Find the segment ID by navigating to the segment record and looking for the ID in the URL that starts with the prefix 1sg (e.g. 1sgal000000liFJAAY).
3. Open up the Data Explorer tab from App Launcher.
4. Select the default Data Space, Data Model Object, and Unified Indv Contact Point Email DMO.
5. Filter by Email Address and input the email address. Copy the Unified Contact Point Email Id value.
6. Select the Unified Individual - Latest Segment Membership DMO from the Object search bar in Data Explorer.
7. Filter on Unified Individual Id and input the Unified Contact Point Email Id value saved in step 5. Also filter on the Segment Id field and input the value saved in step 2.
   1. This should output a single row of data that represents the membership of the unified individual record on a specific segment. This unified individual is tied to the lead or contact record.
   2. If this row is missing, it means your segment is not capturing the specific record. For further detail, check out this article on troubleshooting when the segment population count isn’t what you expected.

Record missing/invalid email address

Ensure that the lead/contact record has a valid email address in the standard Email field.

Email address bounced

You can use the Email Sends by Status report to determine a bounce reason. A few recommended changes to the default report view:

• Filter by Sendtime Email Address, which is the email address of the lead/contact at time of send.
• Add the Bounce Reason, Email Bounce Type, and Engagement Date Time fields.

If the bounce was caused by an invalid email address, update the email address on the lead/contact record to allow for sending email again. You may need to wait some time before the updated email address syncs to Data Cloud.

Invalid merge fields used in email

Note: this only applies to Account Engagement customers. 

It is possible for Account Engagement customers to inadvertently use Account Engagement merge fields in Marketing Cloud emails. This will cause emails to fail to send even if the campaign shows as complete. Please see this knowledge article for more information.