Troubleshooting
When something isn't working, start from what went wrong. Each article opens with the likely cause and what to do.
Start here
- Why can’t I sign in?It’s usually the wrong email or password, or an account made with Google. The message under the fields says what to do next, and your account is untouched.
- Why does the link in my email say it expired?Each link works once and for a limited time. The page that says so has a button for a fresh one, and your account is fine.
- Why can’t I skip a setup step?Setup has no skip and no close button on purpose: each step takes one tap or one short answer. Your answers are kept as you go, and nothing about your brand is saved until you select Save brand.
- Why don’t I see everything in my list?Usually a filter is on. Look above the list for search text, a choice in Status or Folder, or a number beside Filters, and clear it.
- Why does it say Nothing at this address?The address in your browser doesn’t match any page in Jounce, usually a typo or a link that was cut short. Nothing happened to your work; select Back to Jounce and reach the page from the top bar.
- Why does it say I’m not in a workspace?You left the workspace you were in or an admin removed you, and it was the only one on your login. Nothing you made is lost; it stays with that workspace.
- Why doesn’t my invite link work?The page says why: the link expired, was revoked, was already used, or went to another address, and an admin can send a new one. If Jounce asks you to verify your email first, verify it and select Join workspace again.
- Why didn’t they get my invite email?Check the address on their row under Pending invites, ask them to look in spam, and select Resend. If the email still can’t reach them, Copy link hands them the same link another way.
- Why can’t I invite someone?Either you’re not an admin of this workspace, or Jounce refused the address and said why in the dialog. The fix is usually one step.
Emails
- Why can’t I delete an email?If Delete email is missing from the menu, your workspace role is Editor; only Managers and Admins can delete emails. If a delete fails, your email stays on the list, and the window says why.
- Why isn’t my email on the calendar?The calendar shows emails that have a send date: scheduled, sending, sent, canceled, or failed. A draft has no date, so it stays on the Emails list until you schedule or send it.
- Why do my email’s numbers show a dash?In the list view, a dash under Recipients, Open rate, or Click rate usually means there is no finished send to count. Drafts and scheduled emails show dashes until they go out.
- Why doesn’t my new email use my brand?Usually your brand isn’t saved yet: set your colors, fonts, and logo on the Brand page and select Save kit. Every email you create wears the saved kit, however you start it.
- Why don’t I see every template?The gallery opens on the industry in your Brand profile. To see every template, select Show templates from all industries at the end of the list.
- Why can’t I delete this block?Usually a part of the block is selected, not the whole block: press Esc, then choose Delete block in the tools beside it. Your mailing address and the unsubscribe line aren’t blocks, so they always stay.
- Why does a block say it can’t be shown?The block uses a design Jounce no longer offers, so none of it shows. The rest of your email is fine: delete that block to send it.
- Why does the email editor say it needs a bigger screen?Your window is too narrow for the email you’re editing and the room the editor needs around it, and nothing is lost. Widen the window, turn a tablet sideways, or open Jounce on a desktop, and the editor is where you left it.
- Why does the editor say Couldn’t save?Jounce couldn’t save your last change, but your email is safe as it was last saved. Copy any new words, refresh the page, and add back what didn’t save.
- Why does it say my email or form couldn’t be opened?Jounce couldn’t open the email or form, so it took you back without changing anything. Open it again from your list, or if the message says it’s still saved, chat with Jo.
- Why won’t my test email send?The Send test dialog needs at least one valid address, up to twenty per test, and thirty test emails an hour across your workspace. Jounce also skips anyone who asked not to hear from you or can’t receive mail, and the dialog says what stopped it.
- Why does the editor say Gmail will clip this?Gmail shows about 102KB of an email in full, then cuts off the end, and the unsubscribe link with it. Trim the longest sections.
- Why does my email look different from the editor?The editor shows the desktop view, and every mail app draws an email its own way. Open Preview on Mobile first, then check the images, the fonts, dark mode, and the length against the list below.
- Why does Swap layout show only some layouts?Swap design usually opens on Similar layouts, the designs your words and photos can move into, with the rest under All layouts in its menu. In an email that opens in the earlier editor, Swap layout lists only the designs with room for everything you wrote.
- Why can’t I add a link to this text?The words are a heading, a label, a price, or a button’s words, which take no text link, or the address didn’t take. Link the button or the whole block instead, or fix the address the link box names.
- Why won’t my image upload?It’s usually the file’s type or size, and the message at the foot of the screen says which. Nothing was added, and your email is unchanged.
- Why doesn’t my video play in the email?Email can’t play video, so Jounce sends the video’s picture with a play button, and a tap opens it on YouTube or Vimeo. If a tap opens nothing, the picture has no link: select it and paste your video’s address under Link.
- Why did the links in my Social block change?Your social icons always show the social links saved in your Brand kit, in every email. Change a link from the icons' panel or the Brand page’s Social links card, and every email follows.
- Why does my countdown show zeros?Its moment has passed: in every email you create, the timer then shows Ended and the date instead of zeros. Pick a future time under Ends; your email is untouched.
- Why does my countdown show the wrong time?Its Timezone is wrong, or the editor shows the timer as it stood when you opened it or last made a change. Your email is untouched: check Timezone under Ends, then reload the editor.
- Why is the send button off?It’s usually the count: the button needs a fresh count above zero, with no address or segment in red. The step you’re on names what to fix.
- Why didn’t my email send when I pressed the button?Jounce stopped before anything went out and said why in a message at the bottom of the screen. Your email is saved, so fix the one thing the message names and select the button again.
- Why is Jounce skipping some people?They asked not to hear from you, or their address can’t receive mail. Jounce counts them out of every send so your emails stay out of spam folders, and the line under the count says how many.
- Why does my email say Partly sent?The send finished, but some of your list couldn’t be delivered to, a sending pause stopped it partway, or Jounce couldn’t confirm how far it got. The results page says how many went out, everyone who got it keeps it, and the email is saved.
- Why does my email say Won’t send?Jounce is holding a scheduled send; nothing has gone out, and your email and audience are saved. The results page names the reason: some holds end on their own, and where a person has to end one, it offers the way to send it.
- Why does my A/B test say Won’t finish?The test group got both subject lines, but the winner can’t go to the rest of your list, and the results page says why. Part of your list already has the email, so the campaign can’t go out again; duplicate it if you need a new send.
- Why did my send fail?Both the page after you send and the results page give the reason Jounce recorded, plus one button to the fix. Almost always, no one was emailed and your email and audience are saved.
- Why can’t I see results for an email?There is no finished send to count yet, or the send predates tracking. The results page says which in one line, and a dash for one number means it wasn’t tracked.
Forms
- Why can’t I delete a form?Only Managers and Admins can delete a form, so an Editor’s menu has no Delete form. Editors can still create, edit, copy, and file forms.
- Why are my form’s numbers blank?A form that has never been live shows a dash under Views, Submissions, and Conversion; a live form nobody has reached shows zeros. Conversion keeps its dash while there are no views, or more submissions than views.
- Why can’t I delete this?Some parts of a form stay by design. Delete hides a part where it can, and where it can’t, Jounce says why in a short line at the bottom right.
- Why does the form editor say Couldn’t save?Jounce couldn’t save your last change, but your form is safe as it was last saved. Copy any new words, refresh the page, and add back what didn’t save.
- Why does the editor say it needs a bigger screen?Your window is too narrow to show the form at its real size. Your work is saved: widen the window or open Jounce on a desktop, and the editor is where you left it.
- Why didn’t I get an email when someone signed up?Usually they haven’t confirmed, one email counted several signups, it went to the workspace owner, the owner’s email isn’t verified, or the switch is off. A busy moment or a daily limit can also hold the email, and the signup is safe in Audience either way.
- Why isn’t my pop-up showing?Usually your browser remembers that you closed it or signed up, so it stays away for you while visitors still see it. Open your site in a private window to check; your form and its settings are untouched.
- Why doesn’t my form redirect after they submit?Nothing is lost: visitors see the thank-you screen, and a pop-up or an inline form always shows it. On a full page or a link-in-bio page, check that Redirect to a URL is chosen and the address is a real web address.
- Why can’t I publish my form?An Editor sees a Draft label in place of the button, and an unverified email opens a window asking you to verify. If Jounce said it couldn’t publish, your work is saved; try again.
- Why does my form’s link say it isn’t available?The form is a draft, it was deleted, or your workspace’s handle changed after you shared the link. Publishing again from Share turns the link back on; after a handle change, share the link again.
- Why isn’t my page in search results?Jounce asks search engines to leave a workspace’s pages out until Jounce has allowed that workspace. Your page is still public, and anyone with the link can open it.
- Why is someone still Unconfirmed?Usually their confirmation email is in spam or went to a mistyped address; Resend confirmation on their row sends it again. After a rush of signups it can come a few minutes late, and if nobody gets one, check that the workspace owner verified their email.
- Why does the confirmation link say it expired?A confirmation link works for 7 days, then the page reads This link didn’t work. Their signup is still in Audience as Unconfirmed, and Resend confirmation on their row sends a fresh link.
- Why does my form say That didn’t send?The signup didn’t reach Jounce, usually because of the visitor’s connection, and their answers stay in the boxes. A form that isn’t live and an address Jounce won’t take each show their own message.
- Why didn’t a signup show up in my audience?They’re usually there under another status, or they were already a subscriber, so the signup updated them instead of adding a row. Open Audience and search for the address.
Automations
- Why can’t I delete an automation?Your role in the workspace is Editor. Only Managers and Admins see Delete automation in an automation’s menu, so ask a manager to delete it or to change your role.
- Why doesn’t my automation show how many people are in it?A draft has never run, so there is nobody to count. On a live or paused automation, a dash means the count couldn’t load; refresh the page to ask again.
- Why does my new automation have red warnings on its steps?A template or an AI draft leaves the choices only you can make, and each marked step names its own. Nothing is broken: select the step and pick the form, segment, email, or date it asks for.
- Why didn’t Jounce draft my automation?The line Jounce showed says why, and nothing was created: your description is still in the box. Fix what the line names and try again, or start from a template if drafting is switched off.
- Why didn’t someone go down the Yes branch?Most often the time isn’t up yet: Open the email decides only when the timeframe ends. Also, a Condition with no Send email step above it sends everyone down No.
- Why did my delay end at the wrong time?Wait until a time of day, a day of the week, or a date is read in UTC, not your local time. Wait for a set amount of time isn’t affected.
- Why can’t I change the steps of my automation?The automation is live and your workspace role is Editor, so the + and the trash icon are hidden. The line under the bar says an admin or manager can change its steps, and nothing you did was lost.
- Why isn’t my automation’s email on the Emails page?An email made for a step belongs to that automation, so it never appears on the Emails page, in the calendar, or in a folder. Open the automation and select the step to find it.
- Why does it say my changes didn’t save?Your automation is safe as it was last saved, and the message Jounce showed says what happened. If it says Jounce couldn’t save your last change, copy any words you typed, refresh the page, and redo the change.
- Why won’t my automation launch?It’s usually a step that still needs a choice, and the message after Launch names it. Otherwise your email isn’t verified yet, your postal address is missing, or your role is Editor and there’s no Launch button.
- Why isn’t anyone entering my automation?Usually the automation isn’t live, or the trigger hasn’t happened for anyone since it went live. People already in the segment when you launched don’t enter.
- Why hasn’t the next email gone out?Usually the wait before it hasn’t ended, the automation is paused, or Jounce is still checking a new subscriber’s address. If the person’s status changed or their domain can’t receive mail, Jounce skipped that email and moved them on.
- Why did subscribers stop partway?Usually a Send email step couldn’t send its email, so Jounce stopped those people there rather than send something broken. Fix the email, then resume them.
- Why do my automation’s numbers show a dash?A dash means there is no real number to show yet, and your automation keeps running either way. The usual reason is a step that hasn’t sent, or an automation that sent before Jounce counted its sends.
- Why doesn’t Finished match Entered?Some people are still inside, some left, and some stopped partway. In it now, the people who left, and Stopped partway make up the difference, and nobody is missing.
- Why can’t I see insights for an automation?The page shows one message instead of numbers when the automation hasn’t launched, nobody has entered it, it was deleted, or the numbers couldn’t load. Each message says which, and the automation is untouched.
Audience
- Why is my subscriber count lower than my total?The number under the title counts the people Jounce can send to, those marked Subscribed. The total beside it counts everyone, including Unconfirmed, Unsubscribed, Bounced, and Complained.
- Why can’t I delete a subscriber?If Delete subscriber is missing, your role in this workspace is Editor. Editors can add, edit, segment, and export subscribers, but only Managers and Admins can delete one, erase their data, or resend a confirmation.
- Why does it say Shared inbox?The part before the @ is a word teams use for a shared mailbox, such as info@ or sales@. Jounce still sends to the address, and the Email address filter can find shared inboxes or leave them out.
- Why were some rows rejected?Jounce sets aside any address it can’t safely send to and takes everyone else in. Select Download the rejected rows to see each address and why.
- Why won’t my file import?It’s usually the file’s shape or a step you haven’t finished. The message on screen says which, and your list stays the same until the import runs.
- Why aren’t imported subscribers in the segments from my file?A Segments column only adds people to segments you already have, spelled the same. Create the segment, then import the file again with Update their details and keep their history.
- Why does no one match my filter?Usually one row is stricter than you meant, or the filter asks about opens and clicks your list hasn’t had yet. Your list is untouched; loosen a row or clear the filter.
- Why does my segment show fewer people than I added?A segment’s card counts only the people in it marked Subscribed, because they’re the ones Jounce can send to. People marked Unconfirmed, Unsubscribed, Bounced, or Complained are still in the segment, just not counted.
- Why can’t I delete a segment?Your role in this workspace is Editor, and only Managers and Admins can delete a segment. Editors can still create, rename, and recolor segments, and move people in and out of them.
- Why can’t I change a subscriber’s email address?The sentence under the New address field says why, and nothing has changed. Most often, someone else on your list already has the address, or mail to it has bounced before.
- Why does it say this subscriber isn’t here?The record this link points at is gone: the person was deleted or erased, or their address changed. Everything else is where you left it.
Analytics
- Why is an Analytics tab empty?An empty tab means there is nothing in the range to count yet, and the message says what. On the Emails tab a wider time range often fills it; the other tabs fill once you have a subscriber, a form, or an automation.
- Why are my Analytics numbers behind?The As of line under the page title says when the numbers on screen were fetched. Jounce shows the last numbers it had first, so the page can read a little behind.
- Why won’t Analytics load?A tab that reads Couldn’t load couldn’t reach your numbers this time, and your data is safe. Select Try again, and if it keeps failing, reload the page a little later.
- Why does Analytics say Not recorded?Those people were added before Jounce kept a record of how someone joined. They are on your list and count everywhere else; there is nothing to fix.
- Why doesn’t Analytics match my Subscribers page?Both pages count the same list but lead with different numbers. Sendable is the count under the Subscribers heading; Total subscribers is the total beside it.
- Why did New subscribers jump?An import counts everyone it added as joined on that day, so one file makes one tall bar. A drop has the same shape in reverse: deleting people takes them off the day they joined.
- Why don’t Analytics rates match an email’s results page?The Emails tab adds every send in the range into one total, while an email’s results page shows unsubscribes and complaints as counts, not rates. The numbers are right on both pages.
- Why does Analytics say complaints are high?Your emails in the range drew more than one spam complaint, and the complaints are 0.1% or more of the mail delivered. Open each send in Recent sends to find which drew them, and send only to people who asked for your emails.
- Why isn’t my email in Recent sends?The table holds the ten newest sends in the time range. An older send, an automation’s email, a test email, or a send that’s still going out won’t be in it.
- Why doesn’t the Forms tab match my Forms page?The two pages count the same views and submissions over different spans. The Forms tab counts inside the time range you picked, and the Forms page counts everything Jounce has recorded for each form, all time.
- Why is Submissions lower than the signups I got?Submissions counts only new people who joined through a form in the time range. Earlier signups, returning addresses, and people added another way aren’t in it, but everyone who signed up is still in your audience.
- Why isn’t my form in the Your forms table?The table lists every form in the workspace, drafts included. A missing form was deleted, sits in another workspace, or is past the 500 forms the tab reads.
- Why doesn’t the Automations tab match an automation’s insights?Entered on the tab counts only the time range, but the insights page counts everyone who ever entered. The other numbers in an automation’s row match its insights page; the cards add every automation together.
- Why is Entered 0 on the Automations tab?Nobody went into an automation during the time range, and a zero doesn’t mean anything stopped. Usually the automation isn’t live, its trigger hasn’t happened for anyone since launch, or people entered before the range.
- Why isn’t my automation in the Your automations table?The table lists every automation in the workspace, drafts too. A missing one is further down the table, was deleted, is in another workspace, or is past the 200 automations the tab loads.
Sending and deliverability
- Why does my email come from a jouncemail.com address?Your workspace hasn’t authenticated its own domain, so Jounce sends from your business name on its own sending domain. Replies still reach the workspace owner’s sign-in email; to send from an address at your domain, authenticate it on the Sending page.
- Why is my domain still Pending?Your provider hasn’t published the records where Jounce can see them yet, or one of them isn’t quite right. Jounce keeps checking on its own, and Verify checks right away.
- Why does my domain say Not authenticated?Jounce looked for your records for a while and never found them, so it stopped checking on its own. Your domain is still saved: fix the records and select Verify.
- Why did my emails go back to Sent via Jounce?Jounce checks an authenticated domain from time to time. If its records disappear or the domain lapses, the badge turns to Not authenticated, and your emails keep going out through Jounce instead.
- Why won’t Jounce accept my domain?Check what you typed: use a domain like yourbrand.com, or a subdomain like news.yourbrand.com. If another Jounce workspace has the domain, remove it there first.
- Why does it say Your sending is at risk?Too many of your recent emails bounced or were marked as spam, but your emails still go out. Clean up your audience before your next send; the banner clears on its own, and if things get worse, Jounce pauses sending.
- Why is my sending paused?Usually too many recent emails bounced or were marked as spam, so Jounce paused sending to protect where your mail lands; a person at Jounce can also pause it, or a pause can carry over from another workspace. Everything already sent went out, your audience and drafts are untouched, and sends wait until a person at Jounce resumes them.
- Why can’t I resubscribe someone?Because consent is theirs to give. Send them a link to one of your forms, and when they fill it in and click the confirmation email they’re back on your list.
- Why does it say someone bounced?Their mailbox refused your email for good, usually because the address has a typo or no longer exists. To protect your sending reputation, Jounce stopped sending to it, and changing the address on their page brings most people back.
- Why does it say Marked as spam?The person pressed Report spam in their mail app, and their mail provider told Jounce. Jounce stopped sending to them for good, and their status reads Complained.
- Why didn’t someone get my email?It’s usually their subscriber status. Open Audience, find the person, and their status label says what happened.
- Why did nobody get my email?The email’s status label on Emails says whether it went out, and the results page says why when Jounce is holding it. Sent means it went, so the inbox is where to look next.
- Why can’t I email my whole list yet?Jounce warms up a new workspace’s list in steps, from 500 people a day to no limit, each about a day after a clean send. Until then, choose a smaller audience, or select Request an earlier increase on the Recipients step.
- Why did my email land in spam or promotions?The reader’s mail provider chose the folder, and Promotions is Gmail’s tab for marketing email, not spam. Your own domain, real text beside the images, and a list of people who asked move it toward the inbox.
- Why can’t they see the images in my email?The reader’s mail app fetches images when it shows the email, and some apps wait until the reader asks. Until then they see each image’s description, and nothing is wrong with your email.
Account, brand, and workspace
- Why can’t I change my email address?The Owner’s email field on the Basics page is read-only. It shows the workspace owner’s address, and Jounce has no setting for changing the address you sign in with.
- Why didn’t my scheduled email use my time zone?The Time zone on the Basics page doesn’t set the time of a scheduled send. The schedule step has its own time zone, and so does a countdown timer.
- Why can’t Jounce find my location?Use my current location needs your browser’s permission and a location it can read. When either is missing, Jounce says which, and typing the address works the same.
- Why did Jounce swap my font?Your website’s font isn’t on Jounce’s list for headings or body text, so the scan picked the closest one that is. Pick any other font from those lists on the Fonts card.
- Why couldn’t Jounce read my website?Usually the address has a typo, your site turned the scan away, or Jounce is busy. Nothing on your Brand page changed, so check the address and scan again, or fill in your brand by hand.
- Why won’t my logo upload?The file is the wrong type, too large, or an SVG Jounce couldn’t convert, and your brand is unchanged. The message at the bottom of the page names the fix: a PNG, JPG, GIF, or WebP under 10 MB.
- Why is there a handle I didn’t pick?Your workspace has no handle saved, so Jounce suggests one you can keep or replace. It isn’t yours until you select Save handle.
- Why won’t Jounce accept my handle?The box turns red and says why: the length, a character or hyphen Jounce can’t use, a word Jounce keeps back, or another workspace’s handle. Change it and the check runs again.
- Why can’t I change the public address?Usually your role is Editor: only Admins and Managers set the handle, because changing it moves every published link. If Save handle asks you to verify your email, open the link Jounce sent you first.
- Why does it say a workspace needs at least one admin?You tried to remove, demote, or leave as the workspace’s only admin, and a workspace always keeps one, so nothing changed. Make someone else an Admin first, then try again.
- Why can’t I change a member’s role or remove them?You’re not an Admin of this workspace, so rows show a role badge instead of a menu, or it’s your own row. No one changes their own role or removes themselves, and nothing is wrong with the workspace.
Integrations and developers
- Why does it say admins and managers approve connections?You’re an Editor in this workspace, so connecting or disconnecting an app isn’t yours to do and nothing is wrong. Ask an Admin or a Manager to approve it, or select Not now to send the app away.
- Why does it say this connection link is incomplete?The connect screen opened without the details it needs from the app, usually because the link was pasted, bookmarked, or reopened. Nothing was connected, so start the connection again from the app or AI tool and it brings you back.
- Why didn’t my AI tool connect?Usually the approval didn’t finish. Nothing connects until you select Allow read-only access on the screen the tool opens, so start again from the tool and approve it in Jounce.
- Why doesn’t my API key work?Usually the key was revoked, or a read-only key tried to change something. Open the Developer API page: a key that isn’t in the list is gone, and the badge on its row says which kind it is.
- Why did my Zap stop?Usually the connection was cut in Jounce, or the Zap was turned off. If Zapier is missing from Connected apps, reconnect Jounce inside Zapier, then turn a Zap that starts from Jounce off and on again.
- Why didn’t my Zap add someone to Jounce?Usually Jounce refused the address, or the person was already in your audience and was updated instead. Open the run in Zapier: its details show Jounce’s own sentence saying why.