Articles on: Troubleshooting

Disabled Sender Troubleshooting

Disabled Sender Troubleshooting


Purpose


A sender becomes disabled when SuperSend can no longer authenticate or send through it. This stops all campaign sends that route through the affected sender. This article explains what disables a sender, how to diagnose the specific cause, and how to restore sending.


How to Know a Sender Is Disabled


On the Warming dashboard: The mailbox shows as a "Problem" with a red ⚠ icon in the Email column.


In a sender profile: The mailbox count on the profile card may drop, or the profile detail page shows the mailbox with a disconnected or error status.


In campaign events: The Events feed shows authentication error events or "step failed" events for the affected sender.


Via campaign pause (if configured): If Campaign Settings → Campaign → Sequence Step Failures is set to "Pause the campaign and send a notification," a send failure from a broken sender will pause the entire campaign with a banner on the dashboard.



Common Causes and Fixes


Cause 1: Password Changed


If someone changed the password on the underlying Gmail, Outlook, or SMTP account after connecting it to SuperSend, the stored credentials are no longer valid.


Fix:

  1. Go to Senders → Mailboxes.
  2. Find the affected mailbox.
  3. Click the reconnect/re-authenticate option.
  4. Go through the connection wizard again with the updated password (or use OAuth to avoid this problem in the future).



Cause 2: OAuth Token Revoked


For Gmail or Outlook accounts connected via OAuth, the token can be revoked if:

  • The user went to their Google/Microsoft account settings and removed SuperSend's app access.
  • The Google/Microsoft OAuth app on your team was deleted or its credentials changed.
  • The token expired due to inactivity (rare, but possible with some Google security settings).


Fix:

  1. Go to Senders → Mailboxes → find the mailbox.
  2. Click reconnect and go through the OAuth flow again.
  3. If the OAuth app itself is broken: go to Senders → page settings or team settings → Google/Microsoft OAuth Apps, verify the app is still valid and that credentials match what's in Google/Azure Admin Console.



Cause 3: IMAP Disabled on the Account


Some Google Workspace admins disable IMAP for users, or a user may have turned it off. Without IMAP, SuperSend can't receive replies through that mailbox.


Fix:

  • Gmail: Log into the account → Settings → See all settings → Forwarding and POP/IMAP → Enable IMAP.
  • Google Workspace admin: Admin Console → Apps → Google Workspace → Gmail → End User Access → enable IMAP.



Cause 4: Provider-Level Suspension or Rate Limit


The email provider (Gmail, Outlook, Zoho, etc.) may have flagged or temporarily suspended the account due to:

  • Sending too many emails too quickly before warming
  • Unusual login patterns (especially for new accounts)
  • Violation of the provider's terms of service


Fix:

  1. Log into the affected mailbox directly (e.g., on Gmail.com) to check if there's any suspension notice or security challenge.
  2. Complete any provider-required account recovery steps.
  3. Reduce sending volume on that mailbox going forward.
  4. Let the mailbox rest for 24–48 hours before resuming sending.



Cause 5: LinkedIn Session Expired


LinkedIn accounts connected to sender profiles have sessions that expire over time. When the session expires, all LinkedIn steps for campaigns using that sender profile will fail.


Fix:

  1. Go to Senders → Sender Profiles → open the affected profile.
  2. Click the gear icon → Social Connections tab.
  3. Find the LinkedIn account showing a red "Session expired" card.
  4. Click Reconnect.
  5. Complete the LinkedIn authentication wizard (credentials + any verification code/mobile approval).



Cause 6: Twitter/X Account Restricted


Twitter/X sometimes restricts accounts for unusual automation patterns.


Fix:

  1. Log into Twitter directly and check for any restriction notices or challenges.
  2. Complete any Twitter-required verification.
  3. Reconnect in SuperSend: Senders → Sender Profiles → profile settings → Social Connections → Reconnect.
  4. Reduce the Max X Events Per Day setting in Campaign Settings → Sending Rules → X Sender section. Recommended: keep below 25/day.



After Fixing: Verify the Campaign Resumes


After reconnecting a sender:


  1. Go to the affected campaign.
  2. Check the campaign dashboard for any lingering pause banners.
  3. If the campaign paused due to a step failure, re-activate it from Settings → Campaign → Campaign On/Off toggle.
  4. Check the Events tab over the next sending window to confirm sends are going out.



The Sender Fallback Setting


On any sender profile, there's a setting: Disabled Sender → Redirect to the Next Sender (in profile settings → General tab).


When this is on, if any individual mailbox within the profile is disabled, SuperSend automatically routes around it and continues sending from the profile's other active mailboxes. The campaign doesn't stop — it just uses the remaining healthy senders.


This is highly recommended for profiles with multiple mailboxes. Enable it in each profile's General settings.


Expected Result


The affected sender is reconnected and campaign sends resume without requiring a full campaign restart.


Troubleshooting


  • Issue: Reconnect succeeds but the mailbox still shows as disabled.

Fix: Remove the mailbox from the sender profile entirely, then re-add it. Sometimes the profile cache needs to be cleared this way.


  • Issue: All mailboxes in a profile become disabled at the same time.

Fix: This typically indicates a domain-level issue (all mailboxes on the same sending domain) or a shared provider account issue. Check the sending domain's DNS records and the provider account status.



Updated on: 17/03/2026

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