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
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
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
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 "Target Lists" targeting option with grade-specific criteria, or create a custom list with the desired filtering in People > Target Lists section.
Q: How do I include attachments with my message?
A: Attachments can only be included with app notifications and email messages. When composing an email, 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
For additional support, contact the Edlio support team through the "Contact Support" option in the footer of the admin dashboard.