NexlyFlowFix common problems
10 checks · About 10 minutes
What you will finish with. A working system – each check names the symptom, the usual cause and the exact fix.
Who this is for. Anyone stuck. Start with the symptom that matches what you see.
Before you start: none. Each check is independent.
1SMTP connection failed
Re-check host and port exactly as your provider lists them, confirm the encryption matches the port, then run Test connection again.
Why this matters. A timeout is a different problem from a rejected password – reading which error you got saves you from changing the wrong field.
Expected result. A green Connection successful message.
If it fails. Try the alternative port your provider documents, with its matching encryption type.
2Authentication failed
Use your FULL email address as the username, and re-type the password by hand. If your provider uses two-factor login, generate an app password in their dashboard and use that instead.
Why this matters. Most authentication failures are one of these three causes, in this order: short username, pasted whitespace, missing app password.
Expected result. Connection successful.
If it fails. Still failing? Confirm the mailbox can send at all by logging into your provider webmail.
3Domain verification failed or DNS pending
Wait – DNS spreads over minutes to 48 hours – then click Check domain again. Confirm records went on the exact sending domain, and that only ONE SPF record exists.
Why this matters. Most “failures” in the first hour are simply DNS not spread yet; editing correct records at that point breaks them.
Expected result. SPF, DKIM and DMARC all pass.
If it fails. Full details in Verify SPF, DKIM and DMARC.
4Campaign is not sending
Check four things in order: campaign status (a scheduled one waits), your daily limit, the mailbox test, and whether the target list actually holds contacts with emails.
Why this matters. Each of the four blocks sending completely, and they are quick to rule out in this order.
Expected result. Sends resume inside the sending window.
If it fails.
5Emails landing in spam
Get all three domain checks green first, ramp volume up slowly from a new mailbox, and keep the unsubscribe link in place.
Why this matters. Deliverability is mostly authentication plus sending behaviour; content matters far less than people assume.
Expected result. Inbox placement improves over the following weeks.
If it fails. Reputation recovers slowly – reduce volume and send only to engaged contacts while it does.
6Emails are bouncing
Bounced addresses are marked automatically and never retried. A high bounce rate means the list is old or bought.
Why this matters. Bounces damage sender reputation faster than almost anything else, so they need a data fix, not a resend.
Expected result. Bounce rate drops on your next campaign.
If it fails.
7Replies are not detected
Open Sending Setup and confirm the Reply detection toggle is ON – it only stays on if the live inbox test passed.
Why this matters. Undetected replies are silently lost revenue – the lead answered and nobody saw it.
Expected result. Replies appear in Pipeline within minutes.
If it fails. Changed your mailbox password recently? Toggle reply detection off and on to re-authenticate.
8A personalization variable is empty
Open the contact and fill the field the variable reads from, or reword the sentence so it works without it. Preview before sending.
Why this matters. Variables fall back to a neutral default so emails never break – but a filled field always reads better.
Expected result. The preview shows the contact details correctly.
If it fails.
9Contacts cannot be imported
Use a real .csv with a header row and an email column, then match columns carefully in the import step.
Why this matters. Nearly every failed import is a formatting problem in the file rather than a fault in the importer.
Expected result. The import summary shows your rows added.
If it fails. The summary lists why rows were skipped – fix those rows and re-import only them.
10Contact support
Open the Contact page, describe what you clicked and what you saw, and attach a screenshot if you can.
Why this matters. The exact error wording usually identifies the cause immediately – guessing costs days.
Expected result. We reply within 1 business hour during Singapore business hours.
If it fails.
Tell us what you clicked and what you saw. Contact support – we reply within 1 business hour.