Troubleshooting

Find your symptom below for the likely cause and the fix. If nothing here helps, contact Mumara support with the details you've checked. For a message-level problem, include the recipient, the time and the Message ID from Delivery Logs.

Signing in

Symptom	Likely cause	Fix
one.mumara.com sends you somewhere else	The app signs you in through account.mumara.com	Sign in at account.mumara.com; you're brought back to the app. See Sign Up and Onboarding.
"We are now setting up your account"	A new account is still being provisioned	Wait a few minutes and reload.
You can't change your password in the app	Your password is managed in your billing profile	Change it from Billing in the user menu. See Billing and Invoices.

Sending domains

Symptom	Likely cause	Fix
A record stays unverified	DNS hasn't propagated, or the host was entered wrongly	Compare with Current Value, enter only the bold part of the host, then Recheck. See Sending Domains.
The tracking record fails	Another record on the same host, or a proxy in front of it	Keep only the CNAME, and set it to DNS only if you use Cloudflare.
No SSL certificate on the tracking domain	The CNAME isn't verified yet, or CAA records block the issuer	Wait for the CNAME to verify, allow Let's Encrypt in CAA, then Retry SSL Install.
A verified domain now shows Authentication Failed	A record was changed or removed	Fix the record and click Recheck.

Campaigns

Symptom	Likely cause	Fix
Your domain isn't offered as the sender	The domain isn't Active	Finish its setup under Setup → Sending Domains.
The pool you want isn't listed in Sending Nodes	The pool is under review, inactive or has no enabled IPs	Check it under Setup → Dedicated Pools. See Dedicated Pools.
The campaign paused part-way	Your sending allowance ran out on a plan without overuse	Check Plan & Usage, add credits or upgrade, then resume.
Stopped By Policy	The campaign's bounce rate climbed too high	Clean the list, then send again. See Sending Reputation.
Some contacts were skipped	They're unsubscribed, bounced, suppressed or unconfirmed	See Bounces and Complaints.
The campaign seems stuck at Preparing or Sending	A delay while the campaign is prepared or sent	Check Campaigns → Scheduled Campaigns for its progress. See Scheduling Campaigns.

Transactional email

Symptom	Likely cause	Fix
not authorized to relay emails	The From domain isn't a verified sending domain	Verify it, or change the From address. See SMTP Settings.
535 or Invalid login	Wrong or partly copied credentials, or the Bridge was deleted	Copy them again from the Bridge.
The server doesn't offer authentication	The connection isn't encrypted	Use STARTTLS on 587, 2525 or 25, or SSL/TLS on 465.
The connection times out on port 25	Your network blocks port 25	Use 587, or 2525.
is disabled	The Bridge or the sending domain is switched off	Switch it back on. See Bridges.
Insufficient transactional credits	Your transactional allowance has run out	See Plan & Usage.
The API returns 401	The key is missing or incomplete	Send the Bridge's One Connect Key as a Bearer token. See Sending API.

Tracking

Symptom	Likely cause	Fix
No opens or clicks for a Bridge	Tracking is off for that Bridge	Switch on Track Opens and Track Clicks. See Bridges.
No opens or clicks at all	The sending domain's tracking domain isn't verified	Verify the tracking CNAME and wait for its certificate.
Tracked links don't open	Use Secure URL is on but the certificate isn't installed yet	Wait for the SSL banner to confirm, or retry the install.
Opens look low	Some mail apps block images, and some opens come from privacy features	Use clicks as the more reliable signal. See Engagements.

Webhooks

Symptom	Likely cause	Fix
Nothing arrives	The webhook is disabled, or its rules don't match	Check its Status and rules under Actions → Webhooks. See Webhooks.
The webhook switched itself off	Your endpoint kept failing	Make it answer with a 2xx status quickly, then switch the webhook back on.
Signature checks fail	The signature is computed over a parsed or re-encoded body	Verify over the raw request body. See Webhook Signatures.

Analytics and reports

Symptom	Likely cause	Fix
A message is missing from Delivery Logs	The date range or filters exclude it, or it's older than your log retention	Widen the range and filters. See Delivery Logs.
A message shows Received for a long time	The recipient's server is deferring it	Check Queues for the recipient's domain.
Campaign numbers differ from Analytics	They count different things over different periods	See Statistics overview.

Billing

Symptom	Likely cause	Fix
Change Plan is disabled	No saved card in your billing account, or you picked your current plan	Add a card in your billing account. See Subscription and Plans.
You can't add funds	A top-up invoice is still pending	Cancel it on the Manage Funds page, then try again. See Funds.