Find answers to common questions about creating, scheduling, troubleshooting, and sending Campaigns in Omnisend.

Setup & Customization

What happens if I don't add a preheader?

If you leave the preheader blank, Omnisend automatically pulls the first line of email content to fill the space in your subscriber's inbox preview.

💡 Tip: Use Omnisend AI to generate subject lines and preheaders in seconds.

How do I add more links to my email footer?

Every email includes a default footer with Update preferences and Unsubscribe links. To add more links:

Type your text in the footer section
Highlight the text you want to link
Click Insert Link
Paste the full URL (e.g., https://yourstore.com/shipping-policy)

You can edit the default footer text in Settings → Language & Translations.

Can I use different logos for desktop and mobile?

Yes. Set one logo to Desktop Only and another to Mobile Only using the Visibility on devices setting in the Layout tab.

Step 1. Select your desktop logo → Layout → Visibility on devices → Desktop Only.

Step 2. Add a new layout → Insert second logo → Adjust size → Visibility on devices → Mobile Only.

What's the difference between items and layouts in the email builder?

Layouts define the structure (columns, sections). Items (text, buttons, images) go inside layouts.

To edit an item's padding or style: Select the item → Use the first tab (named after the item type).

To edit the layout containing all items: Select any item → Use the Layout tab.

💬 Learn more: Email Builder Basics.

How does the unsubscribe page work?

When a contact clicks the Unsubscribe link in your email footer, they're taken to a page where they confirm their choice. Once confirmed, their subscription status changes to Unsubscribed in your Audience.

You can customize the unsubscribe page text in Settings → Language & Translations.

💬 Learn more: Unsubscribe Page.

How can I edit the text in the menu item?

To edit the menu item in your email:

Click the section you want to change
Update the name
Update the link
Use Add New Item (right side menu) to add more sections

Sending & Scheduling

How can I send a campaign to specific contacts?

For one contact: Create a segment using the Email address filter and enter their email.

For multiple contacts: Import a CSV file and create a segment within the import process. Existing contacts will be updated; no duplicates will be created.

💬 Learn more: Import Contacts from a File.

When sending the campaign, select your segment from the list:

What does "Sending in progress" mean?

Your campaign has started the sending process.

You can still cancel it: If your Email Campaign shows "Started" or "Sending" status, you can cancel it even after sending begins. Click the three-dot menu (⋮) next to the campaign name → Cancel.

Note: This applies to Email Campaigns only. SMS and Push campaigns cannot be canceled once sending starts.

How do I schedule an Email Campaign?

At the Review step, choose:

Send now → Sends immediately
Schedule for later → Pick a date/time:
- Based on your time zone: Everyone receives the email at the same moment.
- Based on subscriber's time zone (TZO): Each contact receives the email at the same local time.

💬 Learn more: Time Zone Optimization.

How does Time Zone Optimization (TZO) work?

TZO sends your Email Campaign at the same local time for each contact based on their time zone. Time zones are detected via IP address when contacts subscribe through Omnisend Signup Forms.

If a contact's time zone isn't available, they'll receive the email based on your account's time zone.

Troubleshooting

How do I fix the "Invalid data provided for 'link' field" error?

This error means a link in your email is formatted incorrectly.

Fix:

Click Review issue to locate the broken link.
Replace it with the complete URL from your browser's address bar (e.g., https://support.omnisend.com/en/).
Check your social media links in Brand Assets if you recently updated them.

💬 Learn more: Brand Assets.

Why is my Email Campaign paused or not sending?

Common causes:

1. High bounce rate or spam complaints

Your campaign may pause automatically if:

Bounce rate exceeds 7%
Spam complaints exceed 0.1%

Fix: Perform a List Clean to remove inactive or invalid contacts:

Go to Reports → Deliverability → Email List Hygiene.
Click Go to Email List Cleaning and confirm the price.
Review poor-quality contacts and unsubscribe them.

💬 Learn more: Email List Cleaning.

2. Contacts aren't subscribed or were excluded

Campaigns only send to contacts with Subscribed status.

Fix:

When importing contacts, select Subscribed to Email at the Subscribe step.
Check your segment settings – make sure you didn't exclude the contacts you want to reach.

3. Campaign was paused manually

You can't resume a paused campaign directly. Instead:

Copy the paused campaign.
Create a segment excluding contacts who already received it (use the Message sent filter with the original campaign ID).
Send the copied campaign to the new segment.