Scheduled email didn't send

Verify your SMTP credentials in Settings → Email Delivery, run the Test connection check, and confirm the recipient address isn't bouncing on your SMTP provider's side.

What's happening

AgencyLens sends scheduled monthly reports through your own SMTP provider — whichever SMTP host you configured in Settings → Email Delivery. We never run an outbound mail server; we connect to yours and send on your behalf. If a scheduled report didn't arrive at your client's inbox, the cause is almost always one of: SMTP credentials no longer authenticate (host rotated keys, password changed), the sender address isn't authorised on your SMTP provider, the recipient's mailbox bounced, or the schedule wasn't actually active when the cron ran.

Tier 1 buyers don't get scheduled email delivery — only Tier 2 and Tier 3. If you're on Tier 1 and don't see the Email Delivery panel, that's the reason.

How to fix it

1. Open Settings → Email Delivery in AgencyLens. Click Send test email. It'll attempt a no-attachment delivery to your own login email using the SMTP credentials on file.
   • If the test succeeds: SMTP works. Check the failed schedule's Run history (see below) — the issue is with that specific run, not the credentials.
   • If the test fails: the error message will name the cause (auth, TLS, host unreachable, etc.). Fix that first.
2. Open the affected schedule. Click Run history. The most recent run shows one of:
   • status: ok → the email was sent. Check the recipient's spam folder.
   • status: error → click into the run to see the SMTP error. Common: 535 authentication failed, 550 sender rejected, timeout connecting.
   • status: skipped → the schedule had no GA4 source, or wasn't active when the cron ran.
3. If authentication is the issue: in your SMTP provider's dashboard, regenerate the password (or use an app-specific password for Gmail/Workspace). Update Settings → Email Delivery and run the Test connection check again.
4. If sender domain is rejected: most SMTP providers require the From email address to match a verified sender or domain. In your provider's dashboard, verify the domain you're sending from (add the DKIM + SPF records they list at your DNS provider).
5. If the recipient bounced: check the email address for typos. If it's correct, the recipient's mail server is blocking — they need to whitelist your sender domain.
6. Once the issue is fixed and Test connection passes, the next scheduled run will deliver normally.

If your scheduled run failed AgencyLens will also email you (via our platform email channel — Listmonk → AWS SES) with a delivery-failure notice, so you hear about failures even when your own SMTP is broken.

When to email support

If Send test email succeeds, your Run history says ok, the recipient confirms the message isn't in their spam folder — the email was lost between your SMTP provider and the recipient. Your SMTP provider's support handles that, not us. But if AgencyLens says error with no clear message in the Run history, email [email protected] with the schedule ID and the run timestamp.