Common Issues and Solutions
Issue: Message reports showing incomplete data
Solution:
Allow time for all reporting data to process (may take up to 24 hours for complete statistics)
Refresh the page to ensure you're seeing the latest data
Check if any system notifications indicate reporting delays
Contact support if data remains incomplete after 24 hours
Issue: Unable to locate a specific message
Solution:
Use the search function with different keywords
Try searching by date instead of message name
Check pagination to ensure you're viewing all available pages
Verify that you have permissions to view the message
Check if the message might have been deleted
Issue: Discrepancies between different report metrics
Solution:
Understand that different channels have different reporting methodologies
Allow time for all metrics to finalize (some may update faster than others)
Check for system notifications about known reporting issues
Export raw data for manual verification if necessary
Contact support for help reconciling discrepancies
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Frequently Asked Questions
Q: Can I see who opened my message?
A: For email and app notifications, you can see aggregate open rates. For text and voice messages, delivery confirmation is available but not open tracking.
Q: Why do some messages show "Failed" status?
A: Messages can fail for various reasons, including:
Invalid recipient contact information
Network or delivery service issues
Content flagged by security systems
Recipient opt-outs or blocking
View the detailed message report for specific failure reasons.
Q: Why do the Monthly Totals sometimes differ from individual message reports?
A: This can occur for several reasons:
Monthly Totals may include automated system messages
There might be a time lag in data synchronization
Messages sent near month boundaries might be counted differently
Contact support if you notice significant discrepancies.
Q: How can I tell if my message went to spam folders?
A: The system cannot directly track spam folder placement. Consider:
Reviewing your message content for spam triggers
Checking for abnormally high bounce rates
Testing delivery to various email providers before mass sending
For additional support, contact the Edlio support team through the "Contact Support" option in the footer of the admin dashboard.