Common Issues and Solutions
Issue: Message stuck in "processing" status
Solution:
Wait a few minutes as large distributions may take time
Check your internet connection
Refresh the page
If still stuck after 15 minutes, contact support
ℹ️ Looking to add photos to a newsletter? Newsletters are a separate CMS website feature, not part of Mass Communication — see CMS Newsletters. (A future update will unify newsletters into Mass Communication; for now they live in the CMS.)
Issue: Images not displaying properly in emails
Solution:
Verify image format (JPG, PNG, GIF recommended)
Check image file size (under 1MB recommended)
Try re-uploading the image
Ensure the image URL is accessible if linking externally
ℹ️ Choosing who receives a message? Use Groups (People > Groups) to build and reuse audiences. See Groups — Overview & Management.
Issue: Message not reaching all intended recipients
Solution:
Verify target selection criteria
Check recipient contact information in the People > Manage People section
Confirm that recipients haven't opted out of communications in the Mass Communication > Email & Phone Activity section
Review delivery reports for specific failure reasons
Issue: Text message content truncated
Solution:
Reduce message length (standard SMS limit is 160 characters)
A text message over 160 characters will be sent with a link
Remove special characters that may cause encoding issues
Simplify language and be concise
🐞 Editing a message creates a duplicate, or the Save/Send button does not work on a scheduled message. If this happens, you are experiencing an issue, not a setup mistake on your end. Do not keep clicking Save/Send. Open an Eddy ticket and support will fix the affected message.
To open a ticket: log into your Edlio admin site, click the Eddy chat icon in the bottom-right corner of the dashboard, and describe what you're seeing (message name, channel, and the recipient's email/phone if relevant). Eddy will route you to a support agent.
Frequently Asked Questions
Q: How many recipients can I send to at once?
A: The system supports mass distribution to your entire community, but best practices suggest keeping target groups focused for more relevant communication.
Q: Can I recall a message after sending?
A: Once a message is sent, it cannot be recalled. For scheduled messages, you can cancel them before the scheduled send time by finding the message in "View Messages" and selecting "Cancel."
Q: How do I know if my message was delivered?
A: Check the delivery reports in the "View Messages" section. Click on a sent message to see detailed delivery statistics by channel.
Q: Can I send a message to only parents of students in a specific grade?
A: Yes, you can use the "Groups" targeting option with grade-specific criteria, or create a group with the desired filtering in the People > Groups section. See Groups — Overview & Management.
Q: How do I include attachments with my message?
A: Attachments can only be included with app notifications and email messages. When composing a message, use the attachment icon in the toolbar to upload files. Note that there are file size limitations (typically 10MB total per message).
Q: What's the difference between Categories and Lists for targeting?
A: Categories are subscription-based groups that users can join or leave themselves within the app. Lists are administrator-created groupings based on specific criteria that users cannot modify, these can be used on the app, voice, text, and email channels.
Q: Can I reuse a previously sent message?
A: Yes, find the message in "View Messages," select it, and choose "Copy." This will create a duplicate that you can edit and send to a new audience.
Q: How do I ensure my message doesn't go to spam folders?
A: Follow these best practices:
Use clear, non-promotional subject lines
Avoid excessive use of capital letters and exclamation points
Maintain a balanced text-to-image ratio
Ask recipients to add your sending address to their contacts
Keep a consistent sending schedule
Still need help?
To open a ticket: log into your Edlio admin site, click the Eddy chat icon in the bottom-right corner of the dashboard, and describe what you're seeing (message name, channel, and the recipient's email/phone if relevant). Eddy will route you to a support agent.