Troubleshooting & FAQ

Common issues, frequently asked questions, and solutions for OptiMail users.

Last updated: 2026-01-27

Troubleshooting & FAQ

Find answers to common questions and solutions to frequent issues with OptiMail.

Account & Login Issues

I can't log into my account

Try these steps:

  1. Verify you're using the correct email address
  2. Click "Forgot Password" to reset your password
  3. Check your spam folder for the reset email
  4. Clear your browser cache and cookies
  5. Try a different browser

Still having issues? Contact support with your email address.

I didn't receive the verification email

  1. Check your spam/junk folder
  2. Add noreply@optimail.ai to your contacts
  3. Wait 5 minutes and try again
  4. Use the "Resend verification" option
  5. Try a different email address if possible

How do I change my password?

  1. Log into OptiMail
  2. Go to Settings > Account
  3. Click Change Password
  4. Enter your current password and new password
  5. Click Update

How do I change my email address?

  1. Go to Settings > Account
  2. Click Change Email
  3. Enter your new email address
  4. Verify the new email via the confirmation link
  5. Your old email will be removed after verification

Integration Issues

My HubSpot/Klaviyo data isn't syncing

  1. Go to Integrations in the main navigation
  2. Check the connection status shows "Connected" (green)
  3. Check the Sync History tab for recent sync logs
  4. Click Sync Now to trigger a manual sync
  5. Wait 1-2 minutes and check the sync logs for results
  6. If still not syncing, try disconnecting and reconnecting

See also:

How do I view sync logs?

OptiMail provides detailed sync logs to help you monitor your data synchronization:

  1. Go to Integrations in the main navigation
  2. Click on a specific integration (HubSpot or Klaviyo)
  3. Select the Sync History tab

Sync logs show:

  • Timestamp - When the sync occurred
  • Type - Manual (user-triggered) or AutoSync (scheduled daily)
  • Status - Success or Failed
  • Campaigns Processed - Number of campaigns synced
  • Duration - How long the sync took

Click on any log entry to expand and view more details including total emails sent, delivered, opened, and clicked.

What does "Inactive" status mean?

If your integration shows Inactive status, it means the connection to HubSpot or Klaviyo has been interrupted. This can happen when:

  1. App was uninstalled from your HubSpot/Klaviyo account
  2. Access was revoked in your platform's connected apps settings
  3. Token expired and couldn't be refreshed
  4. Account permissions changed removing required scopes

Important: When an integration becomes inactive, your campaign data is preserved in OptiMail. Only the sync connection is affected.

To fix an inactive integration:

  1. Go to Integrations
  2. Find the integration with "Inactive" status
  3. Click Reconnect
  4. Authorize OptiMail again in HubSpot/Klaviyo
  5. Your historical data will be retained and syncing will resume

Why did I receive a "Integration Disconnected" alert?

OptiMail automatically detects when an integration is disconnected from the provider's side (not through OptiMail). When this happens:

  1. The integration is marked as Inactive
  2. You receive an alert notification
  3. Your campaign data is preserved
  4. Daily auto-sync is paused until you reconnect

This usually occurs when someone uninstalls the OptiMail app from HubSpot/Klaviyo or revokes access permissions.

How do I reconnect an integration?

  1. Go to Integrations
  2. Find the integration card (it may show "Inactive" status)
  3. Click Reconnect (or Disconnect first if needed)
  4. Follow the authorization process in HubSpot/Klaviyo
  5. Your existing data will be preserved and syncing will resume

What's the difference between Manual and AutoSync?

  • Manual Sync - Triggered when you click "Sync Now" button
  • AutoSync - Automatic daily sync that runs in the background

Both sync types:

  • Fetch campaigns from the last 30 days (for incremental syncs)
  • Update metrics for existing campaigns
  • Add any new campaigns

First-time syncs fetch all available historical campaigns.

Can I connect multiple HubSpot/Klaviyo accounts?

Yes! You can connect multiple accounts from the same provider:

  1. Go to Integrations
  2. Click Add Account on the HubSpot or Klaviyo card
  3. Authorize the additional account
  4. Each account syncs independently

You can switch between accounts using the dropdown selector on each integration page.

What permissions does OptiMail need?

HubSpot:

  • Read access to marketing emails
  • Read access to contacts
  • Read access to email events

Klaviyo:

  • Accounts - Read (account information)
  • Campaigns - Read (campaign data)
  • Metrics - Read (performance metrics)

OptiMail only needs read access and cannot modify your data.

Deliverability Questions

What is a good deliverability score?

  • 90-100: Excellent - maintain current practices
  • 80-89: Good - minor improvements possible
  • 70-79: Fair - address issues soon
  • 60-69: Poor - immediate attention needed
  • Below 60: Critical - take action now

Why is my deliverability score low?

Common causes:

  1. High bounce rate - Clean your email list
  2. Spam complaints - Review content and list sources
  3. Authentication issues - Configure SPF, DKIM, DMARC
  4. Low engagement - Improve content and targeting
  5. Blacklist issues - Check IP/domain reputation

Click on the score in your dashboard for specific recommendations.

What's the difference between bounce rate and delivery rate?

  • Delivery Rate = Emails delivered / Emails sent
  • Bounce Rate = Emails bounced / Emails sent

Example: Sent 1,000 emails, 50 bounced

  • Delivery Rate: 95%
  • Bounce Rate: 5%

How do I fix authentication issues (SPF/DKIM/DMARC)?

  1. Go to your DNS provider
  2. Add/update the required DNS records:
    • SPF: TXT record specifying authorized senders
    • DKIM: TXT record with your signing key
    • DMARC: TXT record with your policy
  3. Wait 24-48 hours for DNS propagation
  4. Verify in OptiMail dashboard

Note: HubSpot and Klaviyo provide specific DNS records. Check their documentation for exact values.

What should I do if my IP is blacklisted?

  1. Check which blacklist(s) in OptiMail
  2. Visit the blacklist's website
  3. Look for their removal/delisting process
  4. Fix the underlying issue (spam, bounces, etc.)
  5. Request removal
  6. Monitor to ensure you stay off

Common blacklists and delisting:

  • Spamhaus - spamhaus.org/lookup
  • Barracuda - barracudacentral.org/lookups
  • SORBS - sorbs.net

Data & Metrics Questions

Why don't my metrics match HubSpot/Klaviyo exactly?

Small differences (1-3%) are normal due to:

  • Different time zones
  • Sync timing differences
  • Rounding in calculations
  • Different metric definitions

If differences are larger than 5%, check your sync settings or contact support.

How far back does OptiMail show data?

This depends on your sync settings during setup:

  • Most recent: Last 30 days
  • Standard: Last 90 days
  • Extended: Last 12 months
  • All: All available historical data

You can adjust this in Settings > Integrations.

Can I export my data from OptiMail?

Yes, you can export data:

  1. Go to the relevant page (Dashboard, Campaigns, etc.)
  2. Click the Export button
  3. Choose format (CSV or PDF)
  4. Download the file

How often is data updated?

Depends on your sync frequency:

  • Real-time: Every 5-15 minutes
  • Hourly: Every hour
  • Every 6 hours: Four times daily
  • Daily: Once per day

Real-time is recommended for most users.

Alerts & Notifications

How do I set up alerts?

  1. Go to Settings > Alerts
  2. Choose what to monitor:
    • Deliverability score drops
    • Bounce rate spikes
    • Spam complaint increases
    • Blacklist additions
  3. Set your thresholds
  4. Choose notification method (email, Slack, etc.)
  5. Save settings

I'm getting too many alerts

To reduce alert noise:

  1. Go to Settings > Alerts
  2. Adjust thresholds (e.g., alert only on 10% drop instead of 5%)
  3. Change frequency (daily digest instead of instant)
  4. Disable less important alerts

I'm not receiving any alerts

Check these:

  1. Verify alerts are enabled in Settings > Alerts
  2. Check your email spam folder
  3. Verify notification email is correct
  4. Test with the "Send test alert" button

Billing & Subscription

How do I upgrade my plan?

  1. Go to Settings > Billing
  2. Click Upgrade Plan
  3. Select your new plan
  4. Enter payment details
  5. Confirm upgrade

How do I cancel my subscription?

  1. Go to Settings > Billing
  2. Click Cancel Subscription
  3. Follow the cancellation process
  4. Your access continues until the end of the billing period

Do you offer refunds?

We offer refunds within 14 days of purchase if you're not satisfied. Contact support with your request.

Technical Issues

The dashboard isn't loading

Try these steps:

  1. Refresh the page
  2. Clear browser cache (Ctrl/Cmd + Shift + R)
  3. Try a different browser
  4. Check your internet connection
  5. Try incognito/private mode

I see an error message

  1. Note the exact error message
  2. Take a screenshot
  3. Try refreshing the page
  4. If the error persists, contact support with:
    • Error message
    • Screenshot
    • What you were doing
    • Browser and device info

OptiMail is slow

Possible causes and solutions:

  1. Large data volume - Try filtering to smaller date ranges
  2. Browser issues - Clear cache, try different browser
  3. Network - Check internet speed
  4. Sync in progress - Wait for sync to complete

Getting More Help

How do I contact support?

  1. Visit our Contact page
  2. Fill out the contact form
  3. Include:
    • Your email address
    • Detailed description of the issue
    • Screenshots if helpful
    • Steps to reproduce the problem

What are your support hours?

  • Email support: 24/7 (response within 24 hours)
  • Urgent issues: Prioritized response (within 4 hours)
  • Business hours: Monday-Friday, 9am-6pm EST

Do you have a community forum?

We're working on building a community. For now, all support goes through our contact form or email at support@optimail.ai.

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