Email Errors

The following table depicts some email errors and their resolution.

Type of Error	Error Code	Description	Resolution
Failed to Deliver	SMTPSenderRefused	The Simple Mail Transfer Protocol (SMTP) refused the sender's address.	Check with the SMTP provider, or try sending the email again later. If the error is not resolved, for further assistance, please contact your MoEngage Customer Success Manager(CSM) or the Support team.
Failed to Deliver	SMTPRecipientRefused	The Simple Mail Transfer Protocol (SMTP) refused the recipient's address.	Check with the SMTP provider, or try sending the email again later. Review email IDs and fix the data issue.
Failed to Deliver	Error in Attachments	These errors can occur because of large file sizes, invalid URLs, and the files' unavailability on the added URL.	Check the attachments added in Step 2 (Content). Check that the attachment URLs are correct. Ensure that the file type, number of attachments, and individual and cumulative size are within defined limits.
Failed to Deliver	MaximumLimitExceeded	The credit limit on the SMTP end is exceeded.	Check with the SMTP and try sending emails again after the credits are updated. If you use MoEngage as your Email Service Provider (ESP), for further assistance, please contact your MoEngage Customer Success Manager(CSM) or the Support team. If you use your own ESP, recharge your credits or contact your ESP's Account Executive.
Failed to Send	Duplicate emails removed	Users were suppressed because of duplicate email IDs in your segment.	Perform a data clean-up to remove duplicate profiles. If you need to contact the suppressed customer, request to enable the brand-based deduplication control for you, or use one-time flow campaigns and turn off deduplication.
Failed to Send	BUC	These users were suppressed because a bounce was received, an unsubscribe request was made, or spam complaints were made from them in the past.	No action. Suppressing these users saves negative engagement and protects your domain reputation.
Failed to Send	GCG	These users were suppressed because you configured the Global Control Group. This group helps you compare the performance of the users targeted via campaigns.	Turn off the Global Control Group exclusion in Step 1 of campaign creation, or remove the Global Control Group from email settings altogether.
Failed to Send	Users removed due to CCG	These users were suppressed because you configured a Campaign Control Group. This group helps you compare the performance of the users targeted via campaigns.	Turn off the Campaign Control Group exclusion in Step 1 of campaign creation.
Failed to Send	FC Removed	This error occurs when messages are suppressed because the recipient has reached the maximum message limit according to the Frequency Capping (FC).	Update the FC settings.
Failed to Send	DND Removed	This error occurs when the message is triggered in the Do Not Disturb (DND) hours you configured.	DND applies only to event-triggered campaigns. DND does not apply to one-time, periodic, and business event-triggered campaigns. These types of campaigns are delivered according to the schedule.
Failed to Send	Not sent due to campaign-level minimum delay	This error occurs only for event-triggered campaigns.	Segment your users differently and schedule campaigns so that they don't overlap. Remove the minimum delay setting.
Failed to Send	Invalid emails removed	This error occurs when users with invalid emails are suppressed.	Perform data correction or email list validation.
Failed to Send	Encryption/Decryption Failure	This error occurs because of encryption or decryption failure.	For further assistance, please contact your MoEngage Customer Success Manager(CSM) or the Support team.
Failed to Send	IP Warm-Up Removed	This error occurs because your IP warm-up is removed.	Get your warm-up plan updated.
Failed to Send	Invalid API response	This error occurs because of an invalid API response.
Failed to Send	Personalisation Failure	This error occurs because of a personalization failure.	Address the missing data.