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If something isn’t working as expected, the issues below cover the most common situations and how to resolve them. Work through the steps for your specific problem, and if none of them resolve the issue, contact support@gosendwhale.com with a description and any error messages you see.
If you signed up but haven’t received a confirmation email:
  1. Check your spam or junk folder — confirmation emails are sometimes filtered automatically.
  2. Add noreply@gosendwhale.com to your contacts or safe-senders list to prevent future filtering.
  3. Return to the confirmation page and use the Resend confirmation email option. Wait for the cooldown timer to expire before requesting another — sending multiple requests in quick succession will not speed up delivery.
  4. If the email address on your account is incorrect, contact support@gosendwhale.com to have it corrected before resending.
If Swell, the AI campaign assistant, is unresponsive or returns an error:
  1. The underlying AI provider may be experiencing temporary downtime. Wait a few minutes and try your request again.
  2. Check whether the rest of the SendWhale interface is loading normally — if the entire app is affected, there may be a broader service issue.
  3. If the problem persists for more than 15–20 minutes, contact support@gosendwhale.com and describe what you were trying to do when the error occurred.
If you see an access-denied message when opening a workspace:
  1. Confirm you are signed in to the correct account — you may have multiple SendWhale accounts associated with different email addresses.
  2. You may not be a member of this workspace. Ask the workspace owner or admin to invite you via Settings → Members.
  3. If you were recently invited, make sure you accepted the invitation email before trying to access the workspace.
If your campaign changes are not being saved:
  1. Check your internet connection — a dropped connection will prevent saves from going through.
  2. If you see a conflict error, it means another version of the campaign was saved while you were editing. Refresh the page to load the latest version, then re-apply your changes carefully.
  3. Avoid having the same campaign open in multiple browser tabs simultaneously, as this can cause write conflicts.
If SendWhale reports no recipients for your campaign:
  1. Open the Contacts section and inspect the audience you selected — it may be empty or have no active members.
  2. Check whether all contacts in the audience are suppressed (unsubscribed, bounced, or marked as spam). Suppressed contacts are excluded from sends automatically.
  3. Ensure your audience contains contacts with valid email addresses and an active subscription status.
  4. If you recently imported contacts, allow a few minutes for the import to complete before sending.
If a scheduled campaign did not send at the expected time:
  1. Go to Reports and find the campaign. Check its status — a failed status indicates a delivery error occurred.
  2. Open the campaign report for details about why it failed.
  3. Verify that your sender email address is verified in Settings → Senders. Campaigns sent from an unverified address will not deliver.
  4. Check that your plan has sufficient send credits remaining for the billing period in Settings → Billing.
  5. Correct any identified issues, then reschedule or resend the campaign.
Email clients load images by fetching them from a public URL at the time the email is opened. If images appear broken:
  1. Confirm the image URL is publicly accessible — paste it into a browser in a private/incognito window to test. Images hosted on internal networks, behind authentication, or on localhost will not load for recipients.
  2. If the URL is not publicly reachable, re-upload the image to your SendWhale image library (accessible from the email editor). SendWhale hosts uploaded images at a public URL automatically.
  3. Check that the image URL has not changed or been deleted at the source.
If an integration shows a disconnected or error state:
  1. Go to Workspace Settings → Integrations and find the affected integration.
  2. Click Reconnect and complete the reauthorization flow at the provider’s site.
  3. If reconnecting does not resolve the error, click Disconnect, then reconnect the integration from scratch by going through the full setup flow again.
  4. If the problem persists after a full reconnect, contact support@gosendwhale.com with the integration name and the error message you see.