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Send Wizard and Order Errors

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

  1. Look at the bottom of the current step. When Continue is disabled, a note beside it usually says what is missing.
  2. On the Design step, make sure a front is chosen: pick a creative on the Completed Creatives tab, or a front on Separate front & message. Letters can continue without one. If the creative you want isn't listed, it isn't ready to send yet; finish it in Creatives, or use Separate front & message.
  3. On the Message step, wait for the handwriting preview to finish. If it says to reduce your message size, shorten the message. A QR code destination must be a valid address (or left empty) before you can continue, and a background you chose to upload must finish uploading.
  4. On the Recipients step, add at least one source with Add Recipients (manual entry, a CSV or Excel file, a mailing list, or a radius search).
  5. Your progress is kept while the browser tab stays open, so you can use Back and Continue freely, or leave with Back to dashboard and return in the same tab. Closing the tab starts a fresh send.

Symptom: "Your order wasn't placed" on the Review step​

When you click Submit Order & Send Now and the order is refused, the Review step shows Your order wasn't placed with the reason. Nothing is charged and nothing is sent. Your choices are kept, so you can fix the problem and submit again.

MessageWhat to do
We couldn't find any deliverable recipients for this order.Click Review recipients, then remove or fix undeliverable addresses, or add recipients.
The selected gift card amount is not available for that brand.Click Choose another amount and pick an amount the brand offers.
Auto-recharge is disabled. Please add credits manually or re-enable auto-recharge to continue sending mail.Click Go to payment settings, then add credits or turn Auto-Recharge back on. See Credits, Balance & Auto-Recharge.
Gift card sends require a paid plan.Choose the paid plan on Review, or send a postcard, letter, notecard, or MagnaCard instead. See Upgrading or Downgrading Your Plan.
An identical order was placed less than 2 minutes ago.The order already went through. Click View the order already placed, or change the order (or wait 2 minutes) to send it again.
Your order session was incomplete.Check each step of the order, then submit again.
Something went wrong placing your order. Nothing was sent.Try again. If it keeps happening, contact support.

Symptom: "Your card was declined" when placing an order​

If your card is declined, or there is no card on file, a dialog opens on the Review step: Your card was declined (or Add a card to send). Nothing was charged and nothing was sent, and your order is still there.

  1. Enter a card in the dialog.
  2. Click Save Card & Place Order. The new card is saved to your account and the same order is submitted again.

Click Cancel to leave the order as it is. You can also update your card under Settings → Payment Method (click your name in the top right, then Payment Method) and come back to submit. See Managing Payment Methods.

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), edit 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 the list with that ID (shown after # on each list's page). 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. Open Reports → Orders in the sidebar.
  2. Find the original order and click Details.
  3. Open the Re-Submit menu (shown once the order has settled) 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. Send Mail opens with the order loaded. Complete the remaining steps 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.