What is the difference between Sent and Delivered?

Sent means Leadnote handed the message to the provider. Delivered appears only when the provider reports back. If your provider does not send reports, messages can stay at Sent.

Why does a message say Suppressed?

The address is on a suppression list because the person unsubscribed, the address bounced, they marked a message as spam, or someone added it by hand.

Can I retry a failed message?

Yes. The Account Owner or a Manager can open the message in the Outbox and choose Retry. If the page warns that the provider may already have it, check the provider's own log first, or the lead can receive it twice.

Why are messages refused near the end of the month?

Messages sent through the Leadnote platform count against your plan's allowance. When the meter shows the limit is reached, platform messages are refused until the period ends.

Fix: WhatsApp, SMS or email messages not delivering

When a message does not reach a lead, Leadnote almost always tells you why. Open the message in the Outbox, read its status and its last error, then match them to the table below. Most fixes are a connected sender, a correct phone number or address, or a limit that has been reached.

Quick checks

Open Campaigns, then Outbox. Owners and Managers see the Messages, Suppressions and Usage tabs.
Click the message and read its status, Last error and Timeline. The Sent from column shows your own account or the Leadnote platform sender.
Check the lead's email address or mobile number. Include the country code on mobile numbers.
Check that the channel is connected and not paused or switched off.
Check the Usage tab to see whether a limit has been reached.

Statuses

Status	Meaning
Queued	Waiting to be sent or for a scheduled time.
Sending	Being handed to the provider right now.
Sent	The provider accepted it. Delivery is not confirmed yet.
Delivered	The provider confirmed delivery.
Failed	Leadnote could not send it. Read the last error.
Bounced	The address or number does not exist or refused the message. A spam complaint is recorded in the Timeline.
Suppressed	Not sent, because the address is on a suppression list.
Cancelled	Stopped before it left the queue.

Leadnote retries a failing message several times over about two hours before it shows Failed. The Timeline shows Attempt started, Retry scheduled and Failed over to the next provider.

Symptom, cause and fix

Symptom	Likely cause	What to do
Banner "{Channel} can not be sent yet" or "No {channel} provider is available, so messages fail until your own account is connected."	The channel is not connected.	Open the channel under Campaigns (SMTP Settings, SMS, WhatsApp), fill in the details and choose Check & Save.
"Your {provider} account is switched off." or "is paused"	Your own sender is off or was paused, for example after many bounces.	Switch it on again, or contact support if it says paused.
"The limit is reached; lead messages through the platform are refused until the period ends." or "You are exceeding the daily {noun} credits"	Plan allowance or daily limit reached. Event: Quota exceeded.	Wait for the period to end, send fewer messages, or connect your own account, whose messages do not use the platform allowance.
Suppressed	The person unsubscribed, the address bounced earlier, or it was added by hand.	See "Suppression" below. Do not mail people who unsubscribed.
Bounced	Wrong or inactive address or number.	Correct the lead's contact details and send again.
Failed with a provider error	Wrong credentials, a rejected message or a provider outage.	Fix the credentials in the channel page, then Retry.
"Not saved: this plan does not include your own email provider."	Amazon SES, SendGrid, Mailgun, Resend and Postmark need a paid plan.	Use SMTP or Gmail, which work on every plan, or upgrade.
Gmail saved but cannot send	Gmail needs an app password.	Create an app password in your Google account and enter it.
"Ambiguous send: not retried automatically"	The connection broke after the request left, so the provider may have the message.	Check the provider log, and retry only if it is not there.
Sent but never Delivered	No delivery report arrives from the provider.	Enter the webhook address shown on the channel page at your provider so Delivered, Read and Failed statuses come back.
Email lands in spam	Sender domain not authenticated, or the content looks like bulk mail.	Publish the DNS records shown for your sender domain until each shows Published.

Suppression

Open Campaigns, Outbox, Suppressions and search for the address. The Reason says why: Unsubscribed blocks marketing messages only. Hard bounce and Spam complaint block every message. Added manually blocks marketing, notifications and reminders. Remove an entry with Remove from the suppression list? only when you are sure it is right to message the person again. Removing a bounced address can hurt your sender reputation.

Phone numbers

Numbers are stored in international form. A number saved without a country code gets the calling code of your organisation's country, so a number from another country goes to the wrong place. Save it with the country code, for example +91 98765 43210. Leadnote treats spaces and a leading zero as the same number.

WhatsApp messages need a connected provider, and WhatsApp only allows free text within 24 hours of the contact's last message. Outside that window use an approved template from your provider. Check the template status in the provider's dashboard if messages fail.

Retry or cancel a message

Owners and Managers can open a message and choose Retry this message? to send it again with fresh attempts, or Cancel this message? if it is still queued. Only a message that has not left the queue can be cancelled.

Web app vs mobile app

The Outbox and channel setup are in the web app. The phone opens WhatsApp, SMS, calls and email on the phone itself and logs the tap on the lead.

Still stuck?

Send support the message time, the channel, the status and the last error, without the message text. See delivery status and the message log and sending limits and consent.