Know where to look

  • Suppressions lists recipients blocked from future outbound email and records the reason.
  • Failed Inbox shows marketing or transactional messages that reached a failed state.
  • Queue Monitor explains queued, processing, sent, failed, stale, or recoverable work.
  • Audit Logs records important marketing actions for the active location.
  • Statistics summarizes campaign outcomes; it is not the place for recipient-level recovery.

Understand suppression reasons

  • Unsubscribe is the recipient’s marketing choice and must not be bypassed.
  • Complaint means the recipient reported mail as unwanted.
  • Hard bounce or invalid means the address should not be retried until it is corrected and safe.
  • Manual or admin block was added by an authorized user.
  • A suppression can affect future email even when the customer remains visible in CRM.

Review a failed message

  1. 1

    Open Failed Inbox and select Marketing or Transactional.

  2. 2

    Filter or search for the recipient or message.

  3. 3

    Read the last error and recent message events.

  4. 4

    Correct the underlying audience, template, sender, domain, provider, or address problem.

  5. 5

    Use Retry only when the screen offers it and the cause has been corrected.

Do not force unsafe retries

Never release or retry an unsubscribe, complaint, or permanent bounce merely to make a campaign count increase.

Read queue status

  • Queued means the message is waiting for processing, available capacity, a delivery window, or a scheduled time.
  • Processing means a worker has started the job.
  • Sent or accepted means the provider accepted it; later webhook events can still report delivery or bounce.
  • Stale means the item has waited longer than the monitor threshold and needs investigation.
  • Recoverable means Movira can safely offer a retry after configuration or worker availability is restored.

Escalate with useful details

If the reason is unclear, provide support with the active park, recipient, campaign or event name, message ID when visible, exact error, and approximate time with timezone.

Worker health

Queue Monitor is useful for diagnosis, but customers do not need to operate deployment workers. If processing is unavailable across many messages, contact your Movira administrator or support team.