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Send Wizard and Order Errors

Symptom: Send Mail Wizard is stuck and won't advance​

  1. Scroll up on the current step to check for validation errors. A red warning message or highlighted field usually blocks the Continue button.
  2. Confirm you have selected both an Image Template and a Message Template. Both are required before the wizard advances to the recipient step.
  3. Confirm at least one recipient is added with a valid physical address.
  4. If the Place Order button is greyed out, check the order summary for any flagged rows - invalid addresses are shown with a warning icon. Remove or fix those rows before placing the order.
  5. Try refreshing the page and starting the wizard again. The wizard does not save progress, so you will need to re-enter your choices.

Symptom: Still getting an error after removing a recipient​

  1. After removing the problem recipient, scroll through the remaining recipient list to confirm no other rows are flagged.
  2. If the error message is about a specific field (e.g., address format), click Edit on each remaining recipient and verify the address is complete.
  3. If the error persists after cleaning up recipients, try submitting a smaller batch (e.g., send in two batches) to isolate the problem row.
  4. If you cannot identify the cause, contact support and share the error message text.

Symptom: A Radius Search purchase is refused as a duplicate​

The message says an identical Radius Search purchase was already made from the account in the last 24 hours. That check exists so a double-clicked button, a retried API call, or a repeated integration step cannot buy the same records twice.

  1. Read the mailing list ID returned with the refusal (and the order ID, when the search was bought as part of a mail order). Over the API this arrives as an HTTP 409 with code: duplicate_radius_search; through Zapier it arrives as an HTTP 200 carrying the same fields.
  2. Open Mailing Lists and find that list. The records are already bought and paid for - send from it rather than purchasing again.
  3. To buy a genuinely different list now, change a search parameter: the number of records, the record type, the search address, or the target mailing list. Anything that changes what gets bought counts as a new purchase.
  4. If the first purchase failed with nothing charged - no neighbors found, no results, or an order cancelled inside its review window - the block is already released and the same search will go through immediately.
  5. If the purchase failed after your account was charged, the block is kept on purpose so a retry cannot buy the records twice. Contact support to have it cleared instead of re-running the search.

See Duplicate purchase protection for the full rules.

Symptom: Need to re-submit a corrected mailing after an order went out with mistakes​

  1. Go to the dashboard and click Orders.
  2. Find the original order and click Details.
  3. Open the Re-Submit dropdown and choose the option that matches your goal:
  • Keep Same Addresses to send again to the full original recipient set.
  • Only Failed Addresses to send only to recipients that failed in the original order (shown only when failures exist).
  • Choose New Addresses to keep the same design and message but pick a different audience.
  1. Complete the flow and place the new order.
note

The original order cannot be changed once placed. Re-Submit creates a brand-new order. Standard per-piece costs apply to the new order.