Q: Why campaign is not delivered? I notice a lack of transparency
Hi,
Before purchasing , I contacted your live support and asked about sending limitation and your agent said no limitation.
After purchasing, I import my list and after sending my first campaign I was surprised that only "9 emails were delivered" and since hours it's the same thing nothing changed!
check this proof out: https://prnt.sc/FMDdTJC2PI8U
The worst is that the support does not answer since hours and hours.
What's next? what should I do?
Please be transparent in all your communications and fix my issue
David_Encharge
Apr 18, 2025A: Hi there,
Thanks for flagging this, and I truly understand your frustration—especially when things don’t go as expected right after purchasing.
Let me start with some transparency. All new Encharge accounts—regardless of plan—go through a throttling/warm-up process for email sending. This is not a sending “limit” per se (there are no hard caps on the number of emails you can send), but rather a temporary delay that allows your account to build up a sender reputation gradually.
This helps protect your domain and ours from landing in spam or getting blocked entirely—which unfortunately happens quickly if cold lists are blasted too fast.
You can read about that process here:
📘 https://help.encharge.io/en/article/email-throttling-delayed-email-sending-for-new-accounts-tavaiq/
In your case, it looks like your emails are being delivered gradually, but the full batch may take some time depending on:
• the size of your list
• your domain’s sending reputation
• any red flags picked up (like low open rates or high bounce/spam scores)
If you imported a list all at once and sent a campaign right away, that could trigger a bit more caution in the system. We recommend starting with small batches (50-200 contacts) and scaling up as you see engagement improve (opens, clicks, etc).
That said—you absolutely deserve a timely response from support. I apologize for the delay you've experienced, and I’ll make sure your case is escalated right away. If you haven’t already, please send the following to support@encharge.io:
• a copy of your import source/list opt-in method
• your sending domain details (if you’ve set up SPF/DKIM yet)
• the campaign you attempted to send
We’re a new team running Encharge now (we took over from the original founders this year), and I can personally say we’re doing our best to ensure transparency, fairness, and quality support—especially during this AppSumo relaunch. 🙏
I know it’s not fun to hit a wall on day one. But we can help you get things sending smoothly, and we’d love to make this right.
Thanks again for your patience!!