My follow-up emails aren't being sent

If visitors sign up through your popup but aren't receiving follow-up emails, work through these checks in order.

1. Make sure follow-up emails are enabled

Follow-up emails are configured per campaign and are not enabled by default.

Go to the Campaigns page in the 1ClickPopup app
Find your campaign and click Campaign settings
Scroll to the Follow-up emails section. Each follow-up email shows an Active or Paused badge
Click Edit on the email and set Email status to Active

1ClickPopup supports two follow-up emails per campaign: Email #1, sent immediately after signup by default, and Email #2, sent after 48 hours by default. You can change both delays. Each must be enabled individually.

2. Check your follow-up email monthly limit

Each billing plan includes a monthly follow-up email allowance (e.g., 2,000 on the Always Free plan, 20,000 on Launch). If you've reached your limit for the month, follow-up emails will stop sending until the limit resets on the 1st of the next month.

Open the Plans page and check Follow-up emails under Usage in the Current plan card to see if you've hit the cap.

3. Check if double opt-in is enabled

If double opt-in is turned on, the subscriber first gets a confirmation email. Both follow-up emails are sent only after they click the confirmation link, and their delays are counted from confirmation.

On the Campaigns page, click Campaign settings on your campaign
Check the Opt-in method
If double opt-in is on, make sure your test subscriber clicked the confirmation link in their inbox

If they didn't receive the confirmation email either, check their spam/junk folder. Also, if your popup shows an email consent checkbox and it was left unticked, no confirmation email is sent.

4. Check the subscriber's spam or junk folder

Follow-up emails sent by 1ClickPopup may land in spam, especially if:

The subscriber's email provider has strict filtering
Your follow-up email content triggers spam filters (e.g., all caps, excessive exclamation marks, or too many links)

Ask your test subscriber to check their spam or junk folder. If the email is there, marking it as "Not spam" helps improve future deliverability.

Duplicate prevention is on by default and checks email addresses and phone numbers across all campaigns. If the visitor's email was already captured by a previous signup, the signup is rejected in the popup with "You've already given us that email before." (unless you've set your own message). No subscriber is created, so no follow-up email is sent.

To test with a clean signup:

Open your store in an incognito/private browser window
Sign up with an email address you haven't used before
Check that email's inbox for the follow-up

6. Check the follow-up email content

If the follow-up email is enabled but the content is empty or incomplete, the email may fail to send.

On the Campaigns page, click Campaign settings on your campaign
Click to edit the follow-up email
Make sure the subject line and body content are filled in
Save any changes

7. Check for sending protections

To protect email deliverability, follow-up emails may be limited or paused for some stores – for example, new stores while the account is being verified, or stores whose emails are being marked as spam. If this applies to your store, you may see a notice in Campaign settings. If you think this is affecting your emails, contact us and we'll check your account.

8. Check if the email was skipped by design

Follow-up emails aren't sent in these cases:

Email #2 isn't sent if the subscriber has already placed an order since signing up
Gamified campaigns send no follow-up emails when the visitor didn't win a discount
Phone-only signups don't get emails
Addresses that previously bounced are skipped

Still not receiving follow-up emails?

Your campaign name
The email address you used to test
Whether double opt-in is enabled
Whether you're receiving the confirmation email (if double opt-in is on)

We'll take a look and get it sorted.