Auto Outreach Isn't Sending

If you've enabled auto outreach but no sends are happening (or way fewer than you expected), one of the causes below is at work.

1. No Email Account Connected

Auto outreach sends from your real email account, so it can't send anything until you've connected one. You can save your outreach preferences without an email connected, but sends stay paused until you connect one in Settings.

1. Open Settings > Integrations.
2. Confirm an email account (Gmail, Outlook, etc.) is connected.
3. If not, connect one. Already-queued sends will start flowing on the next send window.

2. The Channel Is Toggled Off

Refinance and renewals are independent toggles. Make sure the one you're expecting is actually on.

1. Open Settings or the Enable Outreach modal from the refinance/renewals page.
2. Confirm Refinance Outreach is on (if you expect refinance sends).
3. Confirm Renewal Outreach is on (if you expect renewal drip emails).

If one is off, toggle it on.

3. Daily Send Limit Reached (Refinance Only)

Refinance outreach is paced by your Auto Sends Per Day limit (1-5, default 3). If your refinance list has more candidates than that, the lower-priority ones simply wait for the following days.

1. Check your Auto Sends Per Day setting in the Enable Outreach modal or Settings.
2. Look at how many refinance sends have already gone out today vs your limit.
3. If you've hit today's limit, raise it OR wait for tomorrow.

(Renewals are not capped - every milestone email goes out regardless. So if no renewal emails are firing, the daily limit isn't the issue.)

4. Send-Day Mismatch

You set which days of the week we're allowed to send. If today isn't one of those days, you won't see sends today even if there are queued candidates.

1. Check your send days in the Enable Outreach modal.
2. Confirm today is one of them.
3. If you've narrowed sends to, say, Tuesday-Thursday only, expect a Monday or Friday to be quiet.

5. No Candidates Qualifying

For refinance, the candidate list might be empty because:

• Your eligibility threshold is too high. Lower it and more candidates will qualify. See Adjusting Your Eligibility Threshold.
• Most of your book has been messaged already. Look at Contacted - if a client's already in there, they won't be re-queued for outreach.

For renewals:

• No clients are at a milestone right now. The drip only fires at the milestones in your configured renewal sequence (12, 7, 3, and 1 months to maturity by default, editable in Settings > Outreach Settings). If everyone in your book is in between your configured milestones, no emails will go out until someone crosses one.

6. Candidate's Status Isn't In Your Allow-List

Both channels only send to candidates whose deal status is checked in that channel's per-status allow-list. By default, lead, new, withdrawn, expired, cancelled, and declined are excluded. Every other status is pre-checked unless you've unchecked it.

If a specific candidate isn't getting outreach and the checks above all pass, look at their deal status next.

1. Open Settings > Outreach Settings.
2. Find the Eligible deal statuses row for the right channel - under Auto sends per day for refinance, under the renewal sequence editor for renewals. The two lists are independent.
3. Click Check statuses.
4. Confirm the candidate's status is checked. If not, check it and save.

7. Deal Started Too Recently (Refinance Only)

Refinance auto outreach skips deals younger than your minimum deal age (default 12 months). If a candidate's mortgage started more recently than that, they won't be queued.

1. Go to Settings then Outreach Settings.
2. Find the Minimum deal age row below Eligible deal statuses.
3. Lower it (or set it to 0 for no minimum) if it's excluding deals you want to reach.

A candidate with no start date on file isn't blocked by this, since its age is unknown.

8. A More Recent Mortgage Exists On The Same Property

Auto outreach (both refinance and the renewal drip) only ever contacts a client about one mortgage per property: the one with the latest closing date, meaning the most recently originated. If a client has a first mortgage and a separately tracked second mortgage at the same address, only the latest-closing one is eligible. The older mortgage is intentionally held back so the client isn't double-contacted about the same property.

A few things to know:

• HELOCs never count as the latest mortgage. They're prime-plus revolving products, so they're never the one contacted, and a property with only a HELOC is never auto-contacted.
• There's no fallback. If the latest-closing mortgage on that property is itself ineligible for any other reason on this page (wrong deal status, too recent, on the allow-list exclusions), the client simply isn't contacted about that property. It does not fall back to the older mortgage.
• Only clients with multiple mortgage records at one address are affected. If you have a single mortgage on file for a client, this never applies.

If you expected outreach on a first mortgage and it isn't sending, check whether a more recent mortgage record exists at the same address.

A Diagnostic Recipe

Quick diagnostic:

1. Email connected? Settings > Integrations.
2. Both channel toggles on? Settings > Outreach Settings.
3. Within today's daily send limit?
4. Is today an allowed send day?
5. Refinance list non-empty after filters?
6. Many candidates already in Contacted?
7. Candidate's deal status checked under "Check statuses"? (each channel has its own list)
8. Deal older than your minimum deal age? (refinance only)
9. Is this the latest mortgage on the property? (a more recent mortgage at the same address wins)

If all of these check out and still no sends are happening, contact support.

What To Do Next

• Tune your settings: Enabling And Adjusting Auto Outreach.
• Adjust your threshold: Adjusting Your Eligibility Threshold.