Sendit! Help

Sendit! Troubleshooting

← Back to Help Centre

Login & access

Login page reloads with no error

  • Email and password are case-sensitive
  • Clear cookies for sendit.texo.co.za and try again
  • Use the exact URL https://sendit.texo.co.za (not http)
  • Try a private/incognito window to rule out browser extensions

Forgot password email never arrives

  • Check spam/junk folders
  • Confirm you’re using the same email address Texo registered for your account
  • If still stuck, open a ticket — we can reset your password

I don’t have login details yet

Login credentials are sent after your Sendit! order is provisioned. New orders can take a short time to activate. Check your inbox (and spam) for mail from Texo. If your order is active in the Client Area but you have no login, submit a ticket.

CSV import

Import stuck at 0%

Large imports run in the background. Wait several minutes. If still at 0%:

  • Refresh the page — progress may update
  • Try a smaller CSV (e.g. 5 000 rows at a time)
  • Ensure CSV is UTF-8 with email as a column header
  • Remove blank rows and invalid email formats

Import failed or timed out

  • Split the file into smaller chunks
  • Remove special characters or fix encoding in Excel (save as CSV UTF-8)
  • On an empty list, you can delete the list and recreate it to cancel a stuck import

Campaigns & sending

Campaign stuck on “sending”

  • Very large sends take time — check back after 30–60 minutes
  • Do not start a second identical send to the same list
  • If stuck overnight, contact support with campaign name and brand

Test email works but campaign doesn’t send

  • Confirm you clicked Send now (not just save draft)
  • Check the list has active subscribers (not all unsubscribed/bounced)
  • Verify you haven’t exceeded your monthly quota — see below

Emails go to spam

  • Verify SPF and DKIM for your sending domain (brand Settings)
  • Use a real From address on your own domain — not Gmail/Yahoo
  • Include plain text, working unsubscribe link, and honest subject lines
  • See deliverability best practices
  • Ask engaged subscribers to mark as “Not spam” and add you to contacts

Images broken in emails

  • Use absolute URLs (https://...) for images, not relative paths
  • Host images on your website or CDN — some inbox providers block unknown hosts

Bounces & complaints

High bounce rate after import

Old or purchased lists contain dead addresses. Remove hard bounces via Housekeeping. Only mail opted-in, current addresses going forward.

Subscriber marked as bounced but address is valid

Occasionally a temporary error causes a hard bounce. Find the subscriber in the list → change status from bounced to active, or re-subscribe via API/form. Investigate if the pattern repeats (mailbox full, server blocking SES, etc.).

Custom domain & DNS

Custom sending domain not working

  1. Use a subdomain (e.g. newsletter.yourdomain.com), not your main website domain
  2. Create only the CNAME record shown in brand settings — no extra A records or redirects
  3. Wait for DNS propagation (up to 48 hours; often faster). Check with our DNS Checker
  4. If CNAME resolves but browser shows wrong site, you may need a domain alias — ask Texo support

SPF/DKIM for Amazon SES are configured in brand settings — copy the exact records into your DNS host (guide).

Subscribe forms & API

Subscribe form returns error

  • Email already subscribed → “Already subscribed” (normal)
  • Invalid email format → check validation on your form
  • API: confirm list ID matches the encrypted ID from View all lists
  • API base URL must be https://sendit.texo.co.za

API returns “Invalid API key”

Copy the API key from Settings without extra spaces. Use the brand-level or global key as required by the endpoint. Contact support if you need API help.

Quotas & billing

Monthly limit reached

Each plan includes 10k, 25k or 50k sends per month. When exhausted, sending pauses until the next billing cycle or you upgrade. Test emails and autoresponders count toward quota.

Attachment / data charges

Heavy attachments increase bandwidth. Per our terms, Texo may charge for excessive attachment data beyond normal newsletter use.

Still stuck?

Submit a support ticket with:

  • Brand name and what you were trying to do
  • Screenshots of any error messages
  • Campaign or list name if relevant

For anything not covered here, submit a support ticket and we’ll help.