Postcard Campaign Troubleshooting
This guide helps you resolve common issues encountered when creating and sending postcard campaigns in SendSquared.
Address-Related Issues
Missing or Incomplete Addresses
Problem: Contacts in your campaign have incomplete mailing addresses.
Error Message: "Contact [ID] has incomplete mailing address"
Solution:
- Review your contact list for missing address components:
- Street address
- City
- State/Province
- ZIP/Postal code
- Country (for international mail)
- Update contact records with complete addresses
- Create a segment filtering for contacts with complete addresses
- Use address validation tools before sending campaigns
Invalid Address Format
Problem: Addresses don't meet USPS formatting requirements.
Solution:
- Ensure addresses follow USPS standard format
- Use all caps for addresses (recommended)
- Remove punctuation from addresses
- Verify ZIP codes are in correct format (12345 or 12345-6789)
Address Verification Failures
Problem: Addresses cannot be verified through USPS CASS certification.
Solution:
- Use USPS address verification tools
- Consider running NCOA (National Change of Address) updates
- Contact recipients directly for updated addresses
- Remove unverifiable addresses from your campaign
Design and File Issues
Low Resolution Images
Problem: Images appear pixelated or blurry when printed.
Error Message: "Image resolution below 300 DPI"
Solution:
- Replace low-resolution images with high-quality versions
- Ensure all images are at least 300 DPI
- Avoid upscaling small images
- Use vector graphics when possible
Wrong Color Mode
Problem: Colors appear different than expected when printed.
Error Message: "File uses RGB color mode"
Solution:
- Convert all designs to CMYK color mode
- Adjust colors after conversion as needed
- Request a printed proof for color-critical projects
- Use Pantone colors for exact matching (if supported)
File Size Too Large
Problem: Design files exceed the maximum allowed size.
Error Message: "File size exceeds 25MB limit"
Solution:
- Optimize images before uploading
- Use appropriate compression settings
- Reduce image dimensions if unnecessarily large
- Split complex designs into separate elements
Missing Bleed
Problem: Design doesn't extend to the bleed area.
Solution:
- Extend all background elements 0.125" beyond trim line
- Recreate design with proper bleed settings
- Use templates that include bleed guides
- Check design preview before sending
Template Issues
Template Not Found
Error Message: "Postcard template with id [ID] is not valid"
Solution:
- Verify the template still exists
- Select a different template
- Create a new template if needed
- Check template permissions
Merge Tag Errors
Problem: Personalization tags don't work correctly.
Solution:
- Verify merge tag syntax is correct
- Ensure referenced fields exist in contact records
- Test with sample data before sending
- Use fallback values for optional fields
Mailing and Delivery Issues
Delivery Delays
Problem: Postcards taking longer than expected to arrive.
Expected Timeline:
- Processing: 1-2 business days
- Printing: 1-2 business days
- USPS delivery: 3-7 business days
- Total: 5-11 business days
Solution:
- Plan campaigns with adequate lead time
- Consider rush processing for time-sensitive mail
- Track campaign status in dashboard
- Contact support for updates on specific campaigns
Returned Mail
Problem: Postcards being returned as undeliverable.
Common Reasons:
- Recipient moved (no forwarding address)
- Invalid address
- Refused by recipient
- Temporary delivery issue
Solution:
- Update contact database with returned mail information
- Run NCOA updates quarterly
- Implement address verification before mailing
- Remove invalid addresses from future campaigns
Print Quality Issues
Problem: Postcards don't print as expected.
Solution:
- Ensure design meets all specifications
- Use high-quality source files
- Request reprints for defective batches
- Consider ordering samples before large runs
Campaign Processing Errors
Campaign Stuck in Processing
Problem: Campaign status shows "Processing" for extended period.
Solution:
- Allow up to 24 hours for processing
- Check for any account holds or issues
- Verify payment method is current
- Contact support if processing exceeds 48 hours
Insufficient Account Balance
Error Message: "Insufficient funds for postcard campaign"
Solution:
- Check account balance and pricing
- Add funds or update payment method
- Reduce campaign size if needed
- Consider setting up auto-recharge
Best Practices to Avoid Issues
Pre-Campaign Checklist
- Verify all addresses are complete and valid
- Confirm design is in CMYK color mode
- Check image resolution (300 DPI minimum)
- Ensure proper bleed and safe zones
- Test merge tags with sample data
- Review account balance and limits
- Allow adequate time for delivery
Regular Maintenance
- Update contact addresses quarterly
- Run NCOA updates on your database
- Archive old postcard templates
- Monitor returned mail reports
- Keep design assets organized
Testing Recommendations
- Order test prints before large campaigns
- Send test postcards to internal addresses
- Verify colors and print quality
- Test different paper stocks if available
- Confirm address placement and readability
When to Contact Support
Contact support immediately for:
- Campaigns stuck in processing over 48 hours
- Print quality issues affecting entire batch
- System errors preventing campaign creation
- Billing or account access issues
- Questions about custom specifications
Provide the following information:
- Campaign ID
- Error messages (exact text)
- Screenshots of issues
- Number of postcards affected
- Steps already taken to resolve