Emails are not sending
Work through the chain from the bottom — sending account, domain authentication, whether the automation can run at all, then the queue.
- Who can do this
- Owner, Admin
- Plan availability
- Compare current packages
- Last checked
- September 20, 2026
What this does
Finds where in the chain your email is stopping. Each link makes the ones above it meaningless, so check them in this order.
Before you start
Nothing.
Steps
- Is a sending account connected and switched on? Settings → Email. Nothing leaves Torva without one.
- Is your domain authenticated? A failed or pending domain means mail is refused by the recipient, not by Torva — so everything can look fine from inside.
- Can the thing that should send actually run? A campaign has to be sent. An automation has to be able to fire — see Automations.
- Were messages created at all? If nothing was queued, the problem is upstream of sending.
- Is anything stuck or refused? Check the campaign's delivery results.
What happens next
Fixing the first broken link is usually enough. Torva does not retry around a broken domain, so nothing is lost while you sort it out — but nothing goes either.
Common problems
It says delivered but the customer has nothing. Ask them to check spam. If your domain is only recently verified, reputation takes a while to build.
One recipient never gets anything. They may be suppressed after an earlier bounce or unsubscribe. Suppression is per recipient.
My automation is set up correctly and has never sent. See Automations — this is a known limitation rather than something you have done wrong.
Still stuck?
Ask Torva from inside your account. It knows everything in this article and can also see what your own store is currently doing, so it can answer for your situation rather than in general.