--- title: Email Settings FAQ description: "Why does the email campaign not get triggered for one lead? Answer: That Lead was added to the list after the campaign was sent. Why there is a discrepancy in data count representation on the email campaign report? Answer: The leads might have opened ..." url: "https://supportb.kinsta.cloud/docs/email-campaign-error/" updated: "2023-07-31" category: Email Settings FAQ --- # Email Settings FAQ 1. Why does the email campaign not get triggered for one lead?  **Answer:** *That Lead was added to the list after the campaign was sent.* 2. Why there is a discrepancy in data count representation on the email campaign report?**   Answer:** *The leads might have opened the campaign and clicked on links. Hence leads would have moved from open to Click state. Hence the difference.*       3. Even after doing DKIM and SPF settings, the emails are not being sent for leads            **Answer**:  1. *Ensure that sender domain is whitelisted. Please connect with ‘Email experts’ support team* 2. *Provider Key could be expired* 3. *Email credits could have been expired* 4. *Check if customer has removed / updated DKIM / SPF settings after it was added.*         4. User is Unable to see Lead owner and system user in from dropdown of 1-1 emails           **Answer**:  *Lead owner and System user appears in from dropdown only if all the users in the tenant are checked as email senders.If one user is unchecked lead owner/System user will not be visible *              5. Redirect Link is not opening, on click its taking to transmailer           **Answer**: *Email Click Tracking is enabled in Pepipost. Please connect with Email Experts team and get this removed. Following link gets added from provider side.* [http://delivery.fddiindia.com/FRSTUZNBG?id=175886=dkxRVwNUWQ4BT1BRBlMDVFQADFxTAQEBBQNTCAJeUgcNUlZTDVlQAFMKAFIEUQBQAQhJSxYDF11eGVx5WQNVVUZBFAdGBAUYVFxbGgBUCgtUCAQJVlRVDAYPBAkCGlxFQUBbSRsFBFpeRVMUSExUVgFRXFYFCwIbVFhcFnM0Z2Vgai8kc14IUktFBQ==&fl=XUQVFkdbThlSHl8IA1McVRFXWVEPCU1cWRhFFlALBR4DBFZeAE5QGQUAV14GAFQFSA8FDFFPV1RUVRwAUVABHFMDVwNQB1MCAAEDUh5aAARWCQELBFBTUQIGAFxQB1AIUQAABVdYBQ5VAlJWAw==](http://delivery.fddiindia.com/FRSTUZNBG?id=175886=dkxRVwNUWQ4BT1BRBlMDVFQADFxTAQEBBQNTCAJeUgcNUlZTDVlQAFMKAFIEUQBQAQhJSxYDF11eGVx5WQNVVUZBFAdGBAUYVFxbGgBUCgtUCAQJVlRVDAYPBAkCGlxFQUBbSRsFBFpeRVMUSExUVgFRXFYFCwIbVFhcFnM0Z2Vgai8kc14IUktFBQ==&fl=XUQVFkdbThlSHl8IA1McVRFXWVEPCU1cWRhFFlALBR4DBFZeAE5QGQUAV14GAFQFSA8FDFFPV1RUVRwAUVABHFMDVwNQB1MCAAEDUh5aAARWCQELBFBTUQIGAFxQB1AIUQAABVdYBQ5VAlJWAw==)        6. Test Emails are not been sent         **Answer**: 1. *Please verify if the senderdomain is white listed as the sender domain in email provider with Email Experts Team* 2. *I**f Test Emails are Timing Out which usually happens in old tennats , make sure indexing is available for email address field and also                         check if email address is unique in this account-->Connect with dev and Raise request for creating Index on email address fields* 7.  Why is Frequent Email Unsubscription Activity / Unusual Email link click activity seen sometimes?  **Answer**: *Typically these could happen because of aggressive SPAM filters in email servers. When an email server receives a email, it must assess the email before delivering it to the recipient’s inbox, or to the spam folder or may be quarantine. Sometimes, it will "click" links to check for suspicious content. *          8.  How to reset the Email Signature if an edit is not working?              **Answer**: *Connect with marketing Dev*        9. Customer emoji feature to be enabled in the Tenant.             **Answer**: *Please Raise an SRE Ticket by filling in the details in the attached form and send it to the below  the below IDs and subject* **       To:** +SRE <[SRE@leadsquared.com](mailto:SRE@leadsquared.com)>; Anirudh V <[anirudh.v@leadsquared.com](mailto:anirudh.v@leadsquared.com)> **Cc:** Manjesh Shetty <[manjesh.shetty@leadsquared.com](mailto:manjesh.shetty@leadsquared.com)>; Vijaykanth Reddy <[Vijaykanth.reddy@leadsquared.com](mailto:Vijaykanth.reddy@leadsquared.com)>; Manvi Pareek <[manvi.pareek@leadsquared.com](mailto:manvi.pareek@leadsquared.com)>; Akshit Bhatt <[Akshit.bhatt@leadsquared.com](mailto:Akshit.bhatt@leadsquared.com)> **Subject:** CM | Enable Emoji for email campaign and Automation emails. *Change Management Template attached in the Templates section*         10. Why is Email Sent Activity is not Visible under Activity History?       **Answer**:  Campaign Emails sent and not acted on by leads will not be visible in Activity History. There is a tab called "Campaign Emails" that     needs to be enabled from Tenant Management Support Owner . That tab shows all bulk/campaign emails sent. This is the product               behaviour in case of ESS+DB CAR tenant not an issue.![](https://desk.zoho.in/galleryDocuments/edbsn77416553d27e95210f898e1257c898b4f1f00229bf45d30d86d9e5dd7feeadbb9bddafd2923c9b78db937ab02ee4ac7511d0571624f5fbcb35c578136b78386a)           11. Email Open Activity is not Tracked.             **Answer**: *Please check if CNAME Mapping is done properly for Email Link Domain*        12. Leads Unsubscribed from Campaigns are not visible in Report Grid             **Answer**:* Please refer to the below document for Campaign Report Grid Behaviour.* [HelpArticle](https://desk.zoho.in/agent/leadsquaredmarketxpander/product-support/knowledge-base/page?articlestatus=published&showAllArticles=true&rootcategoryId=24894000000059504&categoryId=24894000315005453&status=published#Solutions/dv/24894000316569948/en)        13. How to set Preheaders in the Email Subject             **Answer**: *Please refer to the below KB Article* [How to Set Preheaders in Emails (sharepoint.com)](https://myleadsquared.sharepoint.com/sites/LeadSquaredKB/SitePages/How-to-Set-Preheaders-in-Email.aspx) *** ***       14. Email templates containing videos are rendered differently when sent one-on-one and through a campaign. When sent through the campaign, the videos are working perfectly fine**Answer**: *This is because in One-on-One the editor is in Rich Text Format. Whereas the template is created using Visual Designer. Cross-editor usage will result in the loss of certain data. We show this in the information pop-up as well. Also, it's not converting to an image, you can click on the black grid, and the video will be played. *         15. How to remove Via LeadSquared in emails sent via leadsquared. *** ***            ***Answer: ****This is only for Trial accounts - In the upgraded plan it will be removed* ![](https://desk.zoho.in/galleryDocuments/edbsn77416553d27e95210f898e1257c898b4c4fcc0bd9d87312c1239f3a2c1b934ef95f201ed0be274037b76a01bfb09d345dacd49f31824da40f48ad2326693b7be)        16. Mail Merge values are not reflecting in emails sent via Automation                  **Answer**: 1. *This might be due to changes not saved in email Templates. Please follow below steps-* 1. *Remove the mail merge field from email template-->readd the field using mail merge dropdown-->Save and publish* 1. *Now go to automation-->Remove the template -->readd-->save and publish the automation*   Help and KB article links 1.Email campaigns- [https://help.leadsquared.com/category/marketing/email-campaigns-marketing/](https://help.leadsquared.com/category/marketing/email-campaigns-marketing/) 2.Email Settings- [https://help.leadsquared.com/category/marketing/](https://help.leadsquared.com/category/marketing/)