Scheduled email couldn't be canceled, but also didn't send?

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  • Updated 4 years ago
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Archived and Closed

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I attempted to cancel a scheduled email. I got an error that it could not be canceled. The scheduled time has since passed, and it did not send, but I also do not see it in the Unsent or Sent tabs. Is it just gone?

The email name was something about Illuminations, and I believe included "1st Email."

At this point, I would prefer to edit it further, although if it gets sent, that's okay.
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Twin Cities Women's Choir

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Posted 4 years ago

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Photo of Maya Lochan

Maya Lochan, Customer Support Specialist

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Hi there -- thank you for reaching out and apologies for any confusion here.

We've recently seen this error when trying to cancel a scheduled mailing; in most cases, those scheduled mailings are being canceled on the backend but are still showing up in the Sent tab of the Campaigns page.

I can confirm that your original "Illuminations + Emerging Composer 2015 1st Email" that was scheduled to be sent at 8:15PM CST was successfully canceled in our system. I do see that you've rescheduled that mailing and it started re-sending at 10:07PM CST -- you can view that mailing's response from the In Progress tab of your Response page.

Our team is working to resolve this issue and I will be sure to give you a shout here when there's a fix in place.

We appreciate your patience here! 
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University of Scranton

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Same problem here. If I click on preview email in the scheduled tab it says "mailing not found," but when I try to cancel it says "There was an error canceling the selected mailings. It is possible the mailing status has changed. Please try reloading this page."

I've logged in and out and have tried numerous times over the past day. I'm rescheduling the email hoping it doesn't send twice.

This a women's basketball newsletter mailing scheduled for 11/10.
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Emily Hollingsworth, Alum

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Hi there -- Jumping in here for Maya while she's out of the office. I can confirm that you have one scheduled and one canceled "151110_WomBasketballNovNews_EE" mailing in your account.

This bug is particularly pesky, and the error on viewing the preview of that scheduled mailing seems to be related. We appreciate your patience as we pin it down and find a fix! Most likely, the canceled scheduled mailing will move to either the sent or unsent tab when we roll out the fix. We'll let you know here when that fix is out and everything looks good. In the meantime, don't hesitate to reach out if you need to confirm that a scheduled mailing is either canceled or ready to go!
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University of Scranton

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Thanks for this quick reply, Emily. Have a great day.
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Maya Lochan, Customer Support Specialist

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Thanks for your patience here!

I wanted to let you know that this afternoon, our developers released some work that resolved this issue. Any mailing that has been canceled but still remains on the Scheduled tab will move off of that tab after the originally scheduled time for that mailing passes. You will still see that error when canceling a mailing that was scheduled before  this release went out, so just give us a shout if you run into this again and we can definitely take a look. 

Moving forward though, you can easily cancel any mailings that have been scheduled after  this release.

Please let me know if you have any follow-up questions here. Thank you!

(Edited)