I am unable to cancel a scheduled mailing

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  • Updated 4 years ago
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I am getting an error message when trying to cancel scheduled mailing. See attachment 
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Healthy Spot

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Posted 4 years ago

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Emily Hollingsworth, Alum

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Hi there -- Thanks for reaching out on this, and I'm sorry for the confusion.

We're seeing these errors when attempting to cancel scheduled mailings. In most cases, despite the error, those scheduled mailings are being successfully canceled in our system but are still displaying on either the Sent or Scheduled tab in the application.

I can confirm that your "20% Grooming Conversion" mailing was successfully canceled in our system. The "November Store Hours" mailing is still pending. Would you like me to cancel that mailing for you?
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Healthy Spot

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Thank you! "November Store Hours" is good to go. Please do not cancel. 
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Emily Hollingsworth, Alum

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Roger that!
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Healthy Spot

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Hello. I am now trying to cancel "Holiday Photo Sessions - Topanga Canyon" but am receiving the same error message. Can you confirm this has been cancelled? Also, when will the "scheduled" dashboard be updated? 
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Emily Hollingsworth, Alum

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Hi -- That mailing started sending at 2:27pm central time. I've canceled it in our system, but it likely already delivered to most of the 572 recipients.

Was that a scheduled mailing as well? If so, what time was it scheduled to send and when did you begin trying to cancel that mailing? Thanks!
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Healthy Spot

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There is a scheduled on for November 15th. 
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Emily Hollingsworth, Alum

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I've confirmed that your attempt to cancel that mailing was successful! Our systems team is still working on a fix for this, and I'll let you know when we have one in place. The only mailing still scheduled in your account is the "November Store Hours" mailing. 
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NJPSA/FEA

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I am getting the same error message. It was probably cancelled, but it's not in my unsent list. I need to change the subject line. The campaign is called "5-question survey on Preparing for PARCC 11/12/15" and it is scheduled to go out on 11/13/15 (not the one scheduled for 11/12/15).
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Emily Hollingsworth, Alum

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Hey there -- Thanks for checking in! I can confirm that a mailing titled "5-question survey on Preparing for PARCC 11/12/15" was successfully canceled, and one with the same name is still scheduled. I can't tell which is which, but if you only attempted to cancel the one scheduled for 11/13/15 then we're all set here. :) The bug is throwing that error and also, in most cases, keeping the mailing on the Scheduled tab rather than moving it back to the Unsent tab as expected. We'll get those all sorted when we have a fix in place. 
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NJPSA/FEA

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The correct one is cancelled. I guess it's not going to appear in unsent for a while, so I'll do it over. Thanks.
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Emily Hollingsworth, Alum

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Oh dear, don't do that! :) You can make a copy of the mailing from the Scheduled tab, and that copy will live on the Unsent tab for you to edit at will. Thanks for hanging in there with us!
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LA-CAMFT

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I'm getting this as well, but it was only after seeing "Mailing not found" when I tried to preview the scheduled mailing. I tried to cancel it to reschedule it, seeing if that would fix it and then I got the error above that everyone else is getting. Regardless, I'd like to keep them all scheduled.

Is there a bug right now? Do you have an ETA on fix?
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Emily Hollingsworth, Alum

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Hi there -- Yes, you're running into this bug that is throwing an error when attempting to cancel a mailing and also sometimes throws an error when previewing your scheduled mailing. I don't have an ETA on this fix, but it is our team's highest priority right now.

I can confirm that the 3 mailings on your Scheduled tab are indeed still scheduled. Those are "Event - 2015 Holiday Potluck", "Event - 2015 Holiday Potluck #2" and "Event - 2015 Holiday Potluck #3".  Does that all sound correct to you?

I'll be sure to post an update here when this bug is fixed!
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Emily Hollingsworth, Alum

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Thanks for your patience as we worked to resolve this bug with canceling scheduled mailings! Our developers released some work this afternoon that resolved this issue. You won’t see that error when canceling any mailings that are scheduled after this release. Any mailing that was canceled with an error but still remains on the Scheduled tab will move off of the Scheduled tab after the original scheduled time for that mailing passes.

You'll still see the error when canceling a mailing that was scheduled before this work when out. If you run into that again, just give us a call or comment here and we'll confirm it for you. Thanks!
(Edited)
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Valley Forge Educational Services

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I am having that issue and working with Greg.  I have been trying to cancel an email for a week, it is scheduled to go out on Monday morning and I am very stressed as I do not know what is happening, email name: VFES Workshop - Strategies to Manage Stress and Reduce Anxiety - COPY 2015-11-02 03:12 PM
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Valley Forge Educational Services

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Problem Solved by the very friendly customer service, Paul. Thank you!
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Benton Cummings, Senior Manager, Customer Support

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Hi Valley Forge,

Definitely sorry we missed your post here, but I'm super happy to hear that Paul was able to assist with this- Don't hesitate to let us know if you need help with anything else!
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School of Rock Temecula

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Hey guys!

im having this same problem with multiple accounts. Can someone email me directly?

kkidd@Schoolofrock.com

I have 2 accounts i am having this issue with, and need it resolved asap, please. :)

-l
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Emily Hollingsworth, Alum

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Keep an eye out for an email from me!