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Most campaign surprises have a short explanation and a one-click fix. Find your symptom below for what’s happening and what to do about it. If none of these match, we’d rather hear from you than have you guess.
What’s happening: Submitted means the campaign is with Mailr for review. It has not sent, and you have not been charged — credits are held, not spent.Why: Every campaign gets a human review before cards start generating. You never approve your own campaigns, so there’s nothing waiting on you.What to do: Wait it out, or, if you want to change something first, open the campaign and press Withdraw submission. You’ll see the banner “This campaign is waiting for review” — “Need to change something? Withdraw it back to draft — the credit hold is released and you can resubmit whenever you’re ready.” Withdrawing releases the hold and returns the campaign to Draft so you can edit and resubmit. That option disappears once review finishes. If it’s been unusually long, email support.
What’s happening: An automation tried to create and submit a campaign, but your credit balance wouldn’t cover it. The campaign was left as a Draft, and nothing was held or charged.Why: Automated campaigns place a credit hold when they submit themselves. No balance, no hold, no submission.What to do: Top up from Workspace → Billing — see Credits and pricing. The automation retries on a later pass once credits are available, so you usually don’t need to rebuild anything. To catch this sooner, turn on the Automation held — needs credits email in Workspace settings. If you’d rather submit the waiting campaign by hand, open it and press Submit campaign.If credits aren’t the problem — the automation simply never created a campaign — the likely causes live on the connection side: see “It says Connected, but nothing ever triggers” in Integration troubleshooting.
What’s happening: The campaign page shows a red “Campaign rejected” banner with the reason Mailr wrote, and your credit hold has been released. Nothing was printed and nothing was charged.Why: Something in the campaign didn’t clear review — commonly a design, landing page, or targeting problem. The reason on the banner is specific to your campaign.What to do: Read the reason, fix that thing — a new design, a published landing page, a different area — and create a new campaign. Rejected campaigns can’t be edited and resubmitted. If the reason isn’t clear, reply to us with the campaign name and we’ll explain it.
What’s happening: The address search for that campaign stopped partway and won’t finish on its own. You’ll see “Address search stopped partway” — “This campaign has been looking for addresses for a while with nothing running behind it, so it won’t finish on its own. Delete it and start a new one.”Why: The audience build didn’t complete, so there are no addresses to submit.What to do: Press Delete campaign and build a new one. Nothing was submitted, reviewed, or charged, so you only lose the setup time. A related case: a Draft with no recipients at all shows “Targeting never completed for this campaign” — same fix, delete and start again. If a fresh campaign lands in the same state, contact us before trying a third time.
What’s happening: The number on the Review & Submit step is lower than the count the map showed while you were drawing.Why: The map count is taken before your exclusions run. Four things shrink it:
  1. Street-level photo coverage. Only homes Mailr has a usable street-level photo for can be mailed — this is the single most common reason. See Property imagery.
  2. Your Who to mail setting removed recent customers, recently mailed homes, and everything on your do-not-mail list. The Suppression list row on the Review step shows the exact effect, for example “1,240 homes found · 96 excluded”.
  3. Property filters — home value, year built, and the area-specific filters — narrowed it further.
  4. Reactivation campaigns never mail the job addresses themselves, and neighbors shared by two overlapping jobs are counted once.
What to do: Draw a larger area, loosen your property filters, or change Who to mail. If everything was filtered out you’ll see a message saying so, such as “Found N homes in this area, but every one was filtered out by your ‘Who to mail’ setting…” Your cooldowns are adjustable in Workspace settings, and your exclusions are in Do-not-mail & opt-outs.
What’s happening: Your campaign reached Preview complete and no postcards went out.Why: That’s exactly what a free preview run does. Its pill says so: “A free preview run — these cards are rendered, never mailed.” It renders real cards for real homes near an address you choose so you can see what lands in a mailbox, at no cost. Preview runs move through Not started → Finding homes → Queued → Rendering → Preview complete and stop there.What to do: Nothing is wrong. When you’re happy with the cards, add credits and create a Neighborhood Targeting or Neighborhood Reactivation campaign to mail for real — see Create a campaign.
What’s happening: Your campaign reached Ready to mail with a smaller card count than the recipient count you submitted, and the amount charged is lower than the hold.Why: Some homes turn out not to be usable once Mailr looks at them — no suitable street-level photo, or not a house. Those are dropped rather than printed badly.What to do: Nothing. You are only charged for the cards actually produced, and the difference between the hold and the charge is refunded automatically — see Refunds. If you need the volume, run another campaign over a wider area. Details on what makes a property usable are in Property imagery.

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Still stuck?

Mailr can’t stop a campaign that’s already In production, Printing, or Mailed — but tell us as early as you can and we’ll do what’s still possible. You are never charged for cards we don’t produce.

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Email support@getmailr.com with your campaign name and what you’re seeing. That’s all we need to start.

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