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NX Marketing — 10. Troubleshooting & FAQ

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10. Troubleshooting & FAQ

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Contents

Audience problems

Sending problems

Content problems

Numbers problems

Odds and ends

Audience problems

Nobody matches my list

Work down this list — the first two catch almost everything.

  1. Is it a Customer Query list built with a single venue selected? Those resolve to zero. Guest records live at the Enterprise level. Rebuild the list with your Enterprise selected.
  2. Are your filters too tight? Every filter in a Customer Query list must be satisfied at once. Visit Count min 5 and Total Revenue min 500 and VIP Only may genuinely describe nobody. Clear them all, press Run Preview, then add one filter at a time and re-preview.
  3. Dynamic list rules: tags are any-of, custom fields are all-of, and the two sections are combined with and. A tag plus a custom field means a contact needs both.
  4. Custom field keys are case-sensitive and values are exact text. City = austin won't match a contact carrying city = Austin.
  5. Last Visit filters need a recorded last-visit date. Guests with no visit history match neither direction.
  6. Static list: did you actually add members? Creating the list and closing the panel leaves it empty.

The Sent count is much lower than my list

That's usually correct behaviour, from three causes:

  • De-duplication. Send to three lists and anyone on more than one is counted once.
  • Suppression. Unsubscribed, hard-bounced and opted-out recipients are removed at send. Preview doesn't remove them, so previews always read high.
  • No email address. Customer-sourced recipients without an email are skipped.

If the gap is dramatic, check Contacts filtered to Unsubscribed and Bounced, and scan the Unsubscribes log.

I can't find a guest in Quick Send

  • With a venue selected, Quick Send searches Contacts only. Switch to your Enterprise to search POS customers.
  • The first customer search after switching takes a moment while records load — wait for the spinner.
  • Search covers up to 500 contacts and 500 customers, and shows ten of each. A very common surname may not surface the person you want; search their email address instead.
  • Guests with no email on file can't be found — there's nothing to send to.
  • Someone in both pools appears once, as a Contact.

My contacts page only shows some of my contacts

The page loads up to 200 contacts at a time, and the Quick Filter only searches what's loaded. This is a known limit. For anything bigger than a few hundred addresses, drive your audiences with lists and rules rather than by scrolling this table.

Someone who unsubscribed got another email

Three possible explanations, in order of likelihood:

  1. It was a per-list unsubscribe. If the recipient was on one of the campaign's lists, the click removed them from that list only — other lists still reach them. To stop everything, suppress them globally: Contacts → Unsubscribe.
  2. They exist in both pools. A contact who unsubscribed is suppressed as a contact; the same person's POS customer record is untouched, and a Customer Query campaign can still reach it. Fix by also setting the email opt-out on their customer record.
  3. Somebody pressed Resubscribe. Check the Unsubscribes log for an Admin action row, and read §8.

Sending problems

Recipients see "via NX"

Your From Address is on a domain that isn't verified for you, so NX sends from its own verified domain and puts your address in Reply-To. Nothing is broken — but verifying your own domain looks better and delivers better. Fifteen minutes plus a DNS wait: §7.

Save won't work

  • Save is greyed out → the editor hasn't finished loading. Wait a couple of seconds.
  • You get "Missing: …" → one of Campaign Name, From Name, From Address, Subject is empty. NX names them and re-opens Settings for you.
  • "fromAddress must be a valid email address" → the From Address isn't a well-formed name@domain.tld.

I can't edit a campaign

Only Draft and Cancelled campaigns can be edited. For anything Sent or Sending, use Duplicate — you get a fresh draft with the same design, subject, sender and lists.

A Scheduled campaign must be cancelled first (Cancel Send), which makes it editable again.

A campaign is stuck on Sending

Sending normally lasts seconds to a couple of minutes. If it's been much longer:

  1. View Stats → Recipient Activity → Load. If rows are progressing to SENT/DELIVERED, it's working; the badge is just behind. Reload the page.
  2. If nothing is progressing after ~10 minutes, tell NX support and give them the campaign name.
  3. If you need it out of the way, Delete becomes available again about five minutes after the campaign last did anything. Check Recipient Activity first — some recipients may already have received it, and deleting the campaign deletes that record.

Recipients show FAILED

FAILED means NX couldn't hand the message off at all, and the row shows the reason. Usually:

  • A malformed email address on the recipient record — fix or delete the contact.
  • A sender problem, if every row failed. Check the From Address and its sender chip (§7).

A handful of failures in a big send is normal. All of them failing is a configuration problem — contact support with the campaign name.

I scheduled it for the wrong time

Cancel Send on the row, then Schedule again. Nothing was sent, and the content is untouched.

Note that scheduling uses your computer's timezone, shown in the dialog. If your laptop is set to a different zone than your restaurant, that's the zone your campaign fires in — check the timezone line before confirming.

I need to stop a send I just started

You can't. Once you confirm Send Now, the campaign goes. This is why the confirmation dialog lists the target lists — it's the last checkpoint, and it's worth reading.

If it's already gone and the content was wrong, the recovery is a short, human follow-up: duplicate the campaign, fix it, and send it to the same lists with a subject line that acknowledges the correction. Guests are forgiving about a corrected price; they're less forgiving about three emails in a day.

Content problems

The email said "Hi ,"

The recipient had no first name, and a missing value renders as nothing. Options:

  • Write copy that survives it: Thanks for visiting!
  • Use the conditional form: {{#if firstName}}Hi {{firstName}}, {{else}}Hi there, {{/if}} — see §4.
  • Fill in first names on the contacts that matter.

A personalization tag came out blank

Tag Blank when
{{firstName}}, {{lastName}} Not set on the recipient
{{visitCount}}, {{revenueTotal}}, {{isVIP}} Recipient came from Contacts — these are POS-customer fields only
Your own fields ({{city}}, …) Recipient came from POS customers — customers have no custom merge fields
{{venueName}} Campaign is Enterprise-level. Use {{enterpriseName}}
Anything The key is misspelled, or the case is wrong — {{City}} ≠ {{city}}

There's no error for an unknown tag; it simply renders empty. The full table is in §4.

The spend amount printed as a huge number

{{revenueTotal}} is raw cents with no formatting — $125.00 renders as 12500. Don't put it in guest-facing copy. Use lifetime spend to choose the audience (a Customer Query filter, where you type dollars) rather than to display a figure. Same for {{isVIP}}, which renders true / false.

I fixed my template but the campaign didn't change

Expected. A template is a starting point: its design is copied into the campaign at the moment you load it, and the campaign owns its content from then on. Editing the template later doesn't reach back into campaigns — including drafts and scheduled sends.

Fix the campaign directly, or load the corrected template into it again (which replaces the canvas).

The design disappeared / editor looks empty

  • Loading a template, an AI design or imported JSON replaces the whole canvas. There's no undo across that boundary. Export your design (⬆️) before experimenting if you might want it back.
  • Cancel discards everything since the last Save; there's no draft auto-save.
  • Switching venue or Enterprise reloads the page and loses unsaved editor content.
  • A "Loading design…" overlay for a couple of seconds is normal — let it finish before clicking.

My logo looks wrong in dark mode

A transparent-background logo (dark artwork on nothing) disappears against a dark background. Put the logo on a block with an explicit white or brand-coloured background, or use a version of the logo that reads on both. Always check by sending to yourself and viewing with your phone in dark mode.

Numbers problems

Open rate looks impossibly high

Opens are measured with a tracking pixel, and Apple Mail's privacy protection pre-fetches images — which registers as an open no human performed. Any list with lots of iPhone users reports inflated opens.

Use clicks as your real signal. Use opens only as a trend against your own past campaigns, never as an absolute.

Opens are zero but clicks aren't

Also normal. Some clients block images by default, so the open never registers even though the person clearly read the email — they clicked a link in it. Nothing to fix.

My stats vanished

Deleting a campaign deletes its per-recipient send history. There's no recovery. Screenshot or note anything you need for reporting before deleting, and prefer leaving old campaigns in place — they're your record of what was sent to whom.

Preview count doesn't match the send

Preview and Sent measure different things, and preview is always the higher of the two — it doesn't de-duplicate across lists and doesn't drop suppressed recipients. Detail: §3.

Also worth knowing: Preview evaluates the rules currently on screen, including unsaved edits — so if you previewed, changed a filter, and then sent, you sent the saved rules, not the ones you last previewed. Save after previewing.

Odds and ends

Strange campaigns named "one-to-one:…"

Every Quick Send is recorded as a campaign with a generated name like one-to-one:contact:8f3c…:1774458291. That's the audit record of a one-to-one email. Leave them alone; deleting one deletes its delivery record.

Domains / Unsubscribes aren't in my menu

Both only appear on the Marketing home screen with your Enterprise selected. Switch context at the top of the portal.

Domain won't verify

Full checklist in §7. The three usual causes:

  1. Not enough time has passed (up to 72 hours).
  2. The Name field convention — most DNS providers auto-append your domain, so entering the full name produces a doubled hostname that never verifies.
  3. Only one of the three DKIM CNAMEs was added, or they were added as the wrong record type.

Can't delete a domain

Domain deletion is restricted, because the underlying verification is shared infrastructure. If a delete is refused, that's expected — contact NX support rather than retrying. An unused verified domain does no harm in the meantime.

FAQ

Can I send text messages? Not from Marketing. It's email only today.

Can I set up an automation — "email everyone 3 days after their first visit"? Not yet. There are no triggered sequences. The closest thing is running the second-visit playbook on a monthly reminder: the "exactly one visit" filter recalculates itself, so each run reaches the people who became first-timers since the last one.

Can I import a spreadsheet of contacts? Not today — there's no CSV upload, and contacts are added one at a time. Before typing anything in, check whether a Customer Query list already covers those people; most venues find their POS data is a bigger and better audience than the list they were about to import. For a genuinely large external list, talk to NX support first.

Can I A/B test subject lines? Not natively. The manual version: build the campaign, duplicate it, change the subject on the copy, and send each to a different Static list of similar size. Compare open rates.

Can I send the same campaign from two venues? Build it in one, ⬆️ Export Design JSON, switch venue, create a campaign and ⬇️ Import. Or run the campaign at the Enterprise level and target an Enterprise list — remembering that {{venueName}} is blank there.

Who can see and send campaigns? Access follows your normal portal permissions and whichever venue/Enterprise you have selected. Campaigns, lists, templates and contacts created against one venue aren't visible from another.

How many emails can I send? There's no per-campaign limit in the module. Very large first sends on a brand-new domain are a deliverability risk rather than a technical one — see warming up.

Do order receipts and login codes go through Marketing? No. Those are transactional emails on a separate path — they're not affected by marketing unsubscribes, and they don't carry the marketing footer or click tracking.

Something isn't covered here. Contact NX support with: the campaign or list name, what you expected, what happened, and roughly when. For send problems, the Recipient Activity list (§5) usually contains the answer — include what it says.

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