The “Failed Sending” status in your campaign details indicates that a message was unable to reach a specific recipient. This article will help you identify the cause of these failures and provide steps to resolve them.
If you notice a high volume of failed messages, investigate the following areas based on the scope of the issue:
If messages are failing across all campaign types and all recipients, the issue is likely infrastructural.
System Outage: Check the Loyally system status page to see if we are experiencing service interruptions.
Missing Integrations: Ensure your email or SMS providers are correctly connected in your account settings under the Integrations section.
For push notification campaigns, a failure often means the required communication channel is not active on the customer's device.
App/Card Installation: The most common cause is that the customer has not installed the required digital card.
Deleted Status: The customer may have deleted the digital card from their wallet application.
Campaign Type | What to Check |
All Types | Loyally System Status Page |
Email/SMS | Provider account balance and connectivity |
Push |
|
To reduce the number of "Failed Sending" statuses in future campaigns, implement the following best practices:
Triggered Onboarding: When a customer installs their card, send a welcome message immediately to confirm connectivity and encourage engagement.
Segment Active Users: Target your campaigns to customers who have interacted with their digital card in the last 30 days to avoid sending messages to inactive accounts.
Educate on Installation: Clearly outline the value of installing the digital card during the signup process, emphasizing that it is required for receiving exclusive updates.
Monitor Metrics: Regularly review your campaign dashboard to identify patterns in failures, allowing you to proactively reach out to customers needing assistance.
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