Unified Email Manager / Support
Get to the reason behind the result.
Start with the email source, the selected workflow and its current status. The right context makes it easier to distinguish a configuration issue from an intentional safeguard.
Choose the view that matches the question.
An existing site notification
Find the definition in Site Emails. Check the owning source, available controls, native enabled state, effective pause and native settings link.
A campaign or follow-up
Open the current recipient/run progress. Review consent, source eligibility, order state, pause, due time and the recorded reason.
A delivery question
Compare local activity with actual mailbox evidence and configured provider feedback. Accepted locally and delivered remotely are different outcomes.
Follow one message through the system
- Source
Find the site email, campaign or automation.
- Local decision
Read the queued, accepted, paused or suppressed state.
- Provider outcome
Use delivery feedback when it is available.
- Next action
Resolve the recorded reason before retrying.
Local acceptance alone does not establish delivery.
Common situations to inspect.
A due time passed, but nothing sent.
Check scheduler execution, pauses, frequency deferral, expiry, paid access and the current recipient/source reason. A scheduled time makes the operation due; it does not override those checks.
The audience sample is larger than the reviewed recipient list.
The sample is not the final deduplicated count. Current consent, suppression, source differences and purchase rules can reduce the completed review.
A provider metric says Unavailable.
Check whether that feedback/track is configured and whether correlation survives the transport. Missing coverage is not the same as a measured zero.
A guest cart was not captured.
An ordinary typed checkout email does not enroll a guest. The eligible Save cart reminders request and explicit permission are required.
Recovery stopped before payment completed.
A submitted matching checkout intentionally stops reminders while payment can still be pending or on hold.
A send outcome is unknown.
Inspect the mail transport and relevant progress before considering another attempt. UEM does not automatically replay an operation whose effect may already have begun.
Share a focused support report.
Include the UEM and relevant platform/plugin versions, the workflow or source name, a useful object reference, the selected rules, relevant site-local times, and the current status/reason. Add a sanitized screenshot or diagnostic context showing the problem.
Remove customer addresses and private purchase details where unnecessary. Do not send full keys, installation credentials, provider secrets or usable confirmation, unsubscribe and recovery links. A diagnostic download is not a credential backup.
Keep routine maintenance separate from recovery.
Update in place and keep a coordinated backup. Do not uninstall, reset license identity or clear financial/source records simply to diagnose missing email. Analytics purge, operational stopping, privacy erasure, remote license deactivation and uninstall serve different purposes.
After a site move or deactivation, inspect current pending work and use the workflow’s supported controls. An old callback or a restored grant does not authorize surprise historical sends.