Why are there failed emails on my Emails Dashboard?

Subject

Applies to: Admin/Branch Manager
Purpose: This article explains how Admin/Branch Manager users can identify, review, and understand failed email statuses on the Emails Dashboard, including common causes and where to find detailed failure information.
Location in Ricochet: Dashboard -> Emails Dashboard

Description

The instructions in this article require Branch Manager permission or above

The Emails Dashboard provides Admin/Branch Manager users with visibility into email delivery activity, including successfully sent emails and failed email attempts. This article walks through how to filter email results by date and other criteria, review failed email details, and understand common failure reasons such as SMTP verification issues or missing sender configurations.

Resolution

Optional: View the interactive tutorial for this process:

Click here to open the step-by-step tutorial in a new tab

Non-Administrators do not have the access to follow these instructions and should request support from their company admin or open a ticket.

1. To see the failed email statuses for emails sent from Ricochet, click Dashboard

2. Click Emails Dashboard

3. Click in the From/To date selection to pick the timeframe you wish to search

4. For this example, we'll choose Today

5. Choose any other filters you wish to apply, then click Search to display your results.

6. Scroll down.

Total Sent Emails will show you how many emails were sent based on filters selected and type (status drip, manual, etc).

Total Queues will show you the current status of all emails processed through Ricochet based on filters selected.

7. Under the "Last Failed Emails" section, one cause of emails not being sent is if you are using Sendgrid as your SMTP host, you'll need to complete the verification listed in the Fail Cause column.

Copy the URL listed and follow the steps provided.

8. Under the "Last Failed Emails" section, another reason emails may not send is because of the cause "Error: No Sender Found".

This occurs when there is no Message Sender/SMTP specified in the email campaign OR the user does not have SMTP configured.