Troubleshooting Senja emails
If your customers aren't receiving the emails you send from Senja (form invite emails, form confirmation emails, or thank-you emails), or your logo looks broken in those emails, this article covers the most common causes and fixes.
This is applicable to any Senja plans (Free, Starter, and Pro).
My customer unsubscribed and wants to receive emails again
How unsubscribe works
When a customer unsubscribes from emails from your Senja project:
They will be removed from any communication from your Senja project
This is not limited to the thank-yous email only, or the form invite email only
They will have to resubscribe to be able to receive any email from your Senja project
How to resubscribe
Open any past email they received from your Senja project
Click the Unsubscribe from Senja button
If they are unsubscribed, they will see this - simply click Resubscribe to be included back in the loop
My customer is still subscribed but the email doesn't come through
In a case where:
You send an email to a customer
They say they are not receiving any email
You ask them to do the resubscribe steps above
They see this screen
When you see that screen, with Unsubscribe button:
Your customer is still subscribed to your emails from Senja project
Ask your customer to search for your email in Spam/Junk/Promotion folder
My logo appears broken in emails
Email clients, like Gmail, often block SVG images for security reasons. If your logo was uploaded as an SVG, it can show as a broken image in your emails.
To fix it, re-upload your logo as a PNG or JPG file. These formats are widely supported, and your logo will display correctly in all future emails.
Still need help?
If none of the above solves it, contact our support team with the customer's email address, which email they didn't receive (invite, confirmation, or thank-you), and a screenshot if possible.