Why Your Active Campaign Isn’t Sending Messages

Before you start

Take a moment to check a few common things that can prevent messages from sending:

• Business Hours: Confirm your campaign is within its sending window

• Holiday settings: Check if any holidays are affecting message delivery

• Leads: Verify that leads were uploaded or received successfully

• Data quality: Confirm lead data is valid (mobile numbers, correct format)

• Throttle: Check if your campaign is set to a throttle, which controls how quickly messages are sent and may delay delivery

• Campaign Registration: Confirm your campaign is approved by the carrier for messaging

   

What to do:

• Open your campaign

• Click Business Hours

• Make sure:

  • The campaign is not set to Off

  • The correct days are enabled

  • The time range matches your intended sending window

Note, messages scheduled outside of these hours will be sent when the next available window begins.

To update these settings, see How to Update your Business Hours

• Go to your Account Settings

• Open the Holiday Module (or Holiday Settings section)

• Review the list of upcoming holidays

• Check If a holiday is scheduled for today

Fix: If a holiday is unintentionally blocking outreach, update or remove it from the Holiday settings.

To update these settings, see How to Update Your Holiday settings

1. If you uploaded a CSV file:

• Open your upload results

• Check for any failed rows

• Make sure:

  • Phone numbers are correctly formatted

  • Required fields are included

  • The file matches the sample format

 Even small formatting issues can prevent leads from being processed.

For more info, see Upload Data via CSV

1.  If you are using an API or integration:

• Check your integration logs

• Confirm:

  • Leads are being sent successfully

  • Required fields (such as first and last name, campaign ID, phone number, country code, state code) are included along with any other dynamic fields custom to your campaign

  • There are no errors in the request

 If leads are not reaching the campaign, messages will not be triggered.

For more info, see, API Integration Guide or review our API docs 

What to check:

• Phone numbers are in the correct format

• Numbers are valid mobile numbers (not landlines)

• There are no missing or incorrect fields

• Duplicate or invalid entries have been removed

• Confirm leads have not previously unsubscribed

Common issues:

• Landline numbers instead of mobile

• Incorrect number formatting

• Missing country codes (if applicable)

• Invalid or incomplete records

Fix:
Update the lead data and re-upload (for CSV) or resend the corrected data (for API/integration).

To update these settings, see Upload Data via CSV or API Integration Guide

What this means:

• Messages may be sent gradually instead of all at once

• Messages can be queued if the sending limit is reached

 This can make it seem like messages are not being sent, when they are actually delayed.

What to do:

• Review your Throttle report

• Check if messages are queued or delayed

 To update these settings, see Understanding Throttle and Sending Limits.

What to check:

• Is your campaign status Approved?

• Is it Pending or Rejected?

 If your campaign is not approved, messages will not be delivered.

Contact your Customer Success Manager for more info or send an email at help@meera.ai to confirm

• Why are my messages delayed but not failing?

  Your campaign may be set to a throttle, which controls how quickly messages are sent. This can cause messages to be queued and delivered gradually.

• Can messages be sent to landline numbers?
  No. Messages can only be delivered to valid mobile numbers. Landline or incorrectly formatted numbers will not receive messages.
• Why are some leads not receiving messages while others are?
  This may be due to DNC status, invalid phone numbers, or carrier delivery issues. Check that all leads are valid and have not opted out.