If some of your mail pieces show up under Mail Issues in the Mail Queue, it means those pieces didn't go out on the first attempt. The good news: most mail issues fall into a few common causes, and many clear up on their own.
Start by opening the Mail Issues section and checking the reason shown on the stuck pieces, then use the guide below.
1. Payment problem (card declined or insufficient funds)
If the issue mentions a declined card, a billing problem, or not enough marketing credits/funds, the mail will not send until that's fixed. This will not resolve on its own.
Update or re-add your payment method in your account settings.
Make sure you have enough marketing credits or funds to cover the batch.
Then retry sending the affected pieces.
2. Address problem (no address selected / undeliverable address)
If a piece says something like "no address selected" or flags an invalid or undeliverable mailing address, that piece needs the address corrected before it can send. This will not resolve on its own.
Open the affected lead and confirm a valid mailing address is selected.
Correct or choose the right address, then retry the send.
3. No payment or address problem? It's usually temporary.
If there's no payment or address problem shown, mail issues are most often a temporary hiccup that happens when a large batch of postcards is sent at once. Our system automatically retries these pieces, and they typically clear on their own — usually within 1–2 hours.
What to do: give it some time. If your mail pieces are still stuck after 24 hours — and it isn't a payment or address problem — reach out to our support team so we can take a closer look. Click the Help & Support button (the ? icon at the top of your account) to contact us.
Quick recap: fix payment and address problems first (those won't clear by waiting). If neither applies, mail issues usually clear automatically within a couple of hours — allow up to 24 hours before reaching out.