Troubleshooting Guide

Common Issues & Solutions

Email Not Sending

Problem: Emails stuck in queue or not sending.

Solutions:

1. Check email provider configuration:

   • Go to Settings → Email Provider
   • Click Test Email Provider
   • Enter test email address
   • Check inbox (including spam)

2. Verify WordPress cron:

   • Ensure WP-Cron is enabled
   • Check define('DISABLE_WP_CRON', true) not in wp-config.php
   • Or setup real system cron

3. Check API credentials:

   • Verify API key is correct
   • Confirm API key has correct permissions
   • Test with provider's dashboard

4. Monitor email logs:

   • Check CloudCusp error logs
   • Enable debug mode if available
   • Review email provider's logs

High Bounce Rate

Problem: Many emails bouncing or marked as spam.

Solutions:

1. Verify sender authentication:

   • Add SPF record to DNS
   • Add DKIM record to DNS
   • Add DMARC policy
   • Authenticate domain in email provider

2. Clean subscriber list:

   • Remove invalid email addresses
   • Use email verification tool
   • Remove bounced emails
   • Monitor for complaints

3. Improve email content:

   • Avoid spam trigger words
   • Use clear From name and address
   • Include unsubscribe link
   • Keep email professionally formatted

Subscribers Not Added to Lists

Problem: Subscribers added but not showing in list.

Solutions:

1. Verify list selection:

   • Check list is selected during import/addition
   • Confirm list exists
   • Verify list status is active

2. Check database:

   • Go to Settings → Diagnostics
   • Run database check
   • Verify table structure
   • Check for errors

3. Review import settings:

   • Verify CSV format is correct
   • Check column mapping
   • Confirm email addresses are valid
   • Check for duplicate handling

Campaign Not Sending at Scheduled Time

Problem: Campaign scheduled but didn't send.

Solutions:

1. Check WordPress time settings:

   • Go to Settings → General
   • Verify timezone is correct
   • Check UTC offset

2. Verify WP-Cron:

   • Ensure WP-Cron is enabled
   • Check cron logs
   • Monitor cron job execution

3. Review campaign settings:

   • Check scheduled time is in future
   • Verify timezone handling
   • Confirm recipient count > 0
   • Check campaign status

Database Issues

Missing Database Tables

Problem: "Table doesn't exist" error.

Solution:

1. Go to CloudCusp Mailer → Settings
2. Click Recreate Tables
3. Wait for completion
4. Verify all tables created
5. Refresh page

Getting Help

Check Diagnostics

1. Go to CloudCusp Mailer → Settings
2. Click Diagnostics
3. Review system information
4. Note any warnings
5. Share with support

Collect Information

Before requesting help:

1. Note exact error message
2. Provide steps to reproduce
3. Screenshot of issue
4. List installed plugins
5. Check WordPress/PHP versions
6. Review error logs
7. Check server logs if accessible