Troubleshooting

Common issues and how to fix them, grouped by area.

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Account & Login

"Invalid email or password"

Double-check your email and password. If you've forgotten your password, go to celeric.app/auth/forgot-password and request a reset link.

"This account was created with Google. Please sign in with Google instead."

Your account was registered via Google OAuth. Use the "Continue with Google" button on the login page instead of the email/password form.

Password reset link not working or expired

Reset links expire after a short time. Go back to celeric.app/auth/forgot-password and request a new one.

"Continue with Google" not working

Try clearing your browser cookies or opening an incognito/private window. If you're using a browser extension that blocks third-party cookies, disable it for celeric.app.

Getting logged out frequently

Your browser may be blocking cookies for celeric.app. Check your browser settings and ensure third-party cookies are allowed for this site. This can also happen when using strict privacy mode.

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Domain Checker

Check results look wrong or outdated

DNS changes can take up to 48 hours to propagate globally. If you've recently updated your DNS records, wait a few hours and re-run the check.

DKIM check fails even though DKIM is configured

Celeric probes a list of common DKIM selectors. If your email provider uses an uncommon or custom selector, it may not be detected. This doesn't necessarily mean DKIM isn't working — contact your email provider to find your selector and verify it manually via: dig TXT yourselector._domainkey.yourdomain.com

Score is low but emails seem to be delivering

The score reflects authentication best practices, not guaranteed deliverability. A low score means you're at higher risk of being filtered, especially as spam filters become stricter. Address any failing checks to protect long-term deliverability.

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Domain Monitoring

"Domain limit reached"

You've reached the maximum number of monitored domains for your plan. Upgrade your plan to add more, or remove a domain you no longer need from the Domains page.

Score dropped suddenly

Run a fresh check to see which check changed. Common causes: a DNS record was accidentally deleted or modified, your mail server IP got blacklisted, or your email provider changed their infrastructure. Check your DNS records against the recommended values in the check results.

Not receiving alert emails

1. Check the alert email address is correctly saved on the domain (Domains page → Email icon)

2. Check your spam folder

3. Make sure the email address is valid and can receive mail

Slack alerts not working

1. Verify the webhook URL is still active — Slack deactivates webhooks if unused or if the connected app is removed

2. Re-create the incoming webhook in Slack and update the URL in Celeric

3. Test the webhook URL manually: curl -X POST -H 'Content-type: application/json' --data '{"text":"test"}' YOUR_WEBHOOK_URL

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Campaigns

"Send Campaign" button is disabled

The pre-send checklist must be fully complete. Check that all four items have green checkmarks:

• Subject line is not empty
• Email body is not empty
• At least one contact is added to the campaign
• At least one sending account is selected

Campaign is stuck in "Sending" status

Celeric automatically recovers stuck campaigns. If a campaign has been showing "Sending" for more than 10–15 minutes without progress, refresh the page. If it's still stuck, wait a few more minutes — the system checks for and recovers stuck campaigns periodically.

High failure rate when sending

1. Test your sending account connection: Sending Accounts → open the account → Connection tab → Test Connection

2. Check if your SMTP credentials have changed (e.g., password rotation, app password revoked)

3. Verify the contacts' email addresses are valid — run a health check on them first

4. Check if your sending server's IP is blacklisted using the Domain Checker

Test email not received

1. Check your spam/junk folder

2. Verify the sending account works: Sending Accounts → Test Connection

3. Make sure the "from" email address is valid and not blacklisted

4. Try sending from a different email account to rule out a provider issue

Merge tags showing as literal text (e.g., {{first_name}} in the email)

Make sure the contact has a first name set. If the contact's first name is empty, the tag is left as-is. Add names to your contacts or remove the merge tag from the template.

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Sending Accounts

"Connection failed" when testing

Check each field carefully:

• Host: must be the SMTP hostname, not a URL (e.g., smtp.gmail.com not https://gmail.com)
• Port: try 587 if 465 doesn't work, or vice versa
• Username: usually your full email address
• Password: for Gmail/Yahoo, this must be an App Password — your regular password won't work

Gmail: "Username and Password not accepted"

You must use a Gmail App Password, not your regular Google password. See Sending Accounts for setup steps. Also confirm 2-Step Verification is enabled on your Google account.

Outlook / Microsoft 365: connection refused

SMTP AUTH may be disabled for your account. Your Microsoft 365 admin needs to enable it. See Sending Accounts for the setup steps.

Connection works but emails are bouncing

Your sending server IP may not be authorized in your domain's SPF record. Run the Domain Checker on the domain in your "from" address to see if SPF includes your SMTP server.

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Contacts

Bulk import showing "0 valid emails found"

Check the format of your pasted content:

• One email per line: john@example.com
• CSV with headers or without: john@example.com,John,Smith
• Make sure there are no extra spaces or special characters

Health check shows "Invalid"

The email address likely has no MX records, meaning the domain can't receive email. This usually means the email address doesn't exist or the domain is no longer active. Don't send to invalid addresses — they will bounce.

Health check shows "Risky"

Two possible reasons:

1. Catch-all domain — the mail server accepts email for any address at that domain, so Celeric can't confirm if the specific mailbox exists

2. Disposable email provider — the address is from a known throwaway email service

You can send to risky addresses, but expect a higher bounce rate than healthy ones.

Duplicate contacts not being imported

This is intentional — Celeric skips emails that already exist in your contact pool. The import summary shows how many were skipped.

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General

Page not loading or showing an error

1. Refresh the page (Cmd+R / Ctrl+R)

2. Clear your browser cache

3. Try a different browser or incognito window

4. Check your internet connection

Something looks broken or incorrect

Contact support at support@celeric.com with a description of what you expected to happen and what happened instead. Include the page URL and your domain name if relevant.