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Postcard Campaign Troubleshooting

This guide helps you resolve common issues encountered when creating and sending postcard campaigns in SendSquared.

Missing or Incomplete Addresses​

Problem: Contacts in your campaign have incomplete mailing addresses.

Error Message: "Contact [ID] has incomplete mailing address"

Solution:

  1. Review your contact list for missing address components:
    • Street address
    • City
    • State/Province
    • ZIP/Postal code
    • Country (for international mail)
  2. Update contact records with complete addresses
  3. Create a segment filtering for contacts with complete addresses
  4. Use address validation tools before sending campaigns

Invalid Address Format​

Problem: Addresses don't meet USPS formatting requirements.

Solution:

  1. Ensure addresses follow USPS standard format
  2. Use all caps for addresses (recommended)
  3. Remove punctuation from addresses
  4. Verify ZIP codes are in correct format (12345 or 12345-6789)

Address Verification Failures​

Problem: Addresses cannot be verified through USPS CASS certification.

Solution:

  1. Use USPS address verification tools
  2. Consider running NCOA (National Change of Address) updates
  3. Contact recipients directly for updated addresses
  4. 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:

  1. Replace low-resolution images with high-quality versions
  2. Ensure all images are at least 300 DPI
  3. Avoid upscaling small images
  4. Use vector graphics when possible

Wrong Color Mode​

Problem: Colors appear different than expected when printed.

Error Message: "File uses RGB color mode"

Solution:

  1. Convert all designs to CMYK color mode
  2. Adjust colors after conversion as needed
  3. Request a printed proof for color-critical projects
  4. 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:

  1. Optimize images before uploading
  2. Use appropriate compression settings
  3. Reduce image dimensions if unnecessarily large
  4. Split complex designs into separate elements

Missing Bleed​

Problem: Design doesn't extend to the bleed area.

Solution:

  1. Extend all background elements 0.125" beyond trim line
  2. Recreate design with proper bleed settings
  3. Use templates that include bleed guides
  4. Check design preview before sending

Template Issues​

Template Not Found​

Error Message: "Postcard template with id [ID] is not valid"

Solution:

  1. Verify the template still exists
  2. Select a different template
  3. Create a new template if needed
  4. Check template permissions

Merge Tag Errors​

Problem: Personalization tags don't work correctly.

Solution:

  1. Verify merge tag syntax is correct
  2. Ensure referenced fields exist in contact records
  3. Test with sample data before sending
  4. 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:

  1. Plan campaigns with adequate lead time
  2. Consider rush processing for time-sensitive mail
  3. Track campaign status in dashboard
  4. 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:

  1. Update contact database with returned mail information
  2. Run NCOA updates quarterly
  3. Implement address verification before mailing
  4. Remove invalid addresses from future campaigns

Problem: Postcards don't print as expected.

Solution:

  1. Ensure design meets all specifications
  2. Use high-quality source files
  3. Request reprints for defective batches
  4. Consider ordering samples before large runs

Campaign Processing Errors​

Campaign Stuck in Processing​

Problem: Campaign status shows "Processing" for extended period.

Solution:

  1. Allow up to 24 hours for processing
  2. Check for any account holds or issues
  3. Verify payment method is current
  4. Contact support if processing exceeds 48 hours

Insufficient Account Balance​

Error Message: "Insufficient funds for postcard campaign"

Solution:

  1. Check account balance and pricing
  2. Add funds or update payment method
  3. Reduce campaign size if needed
  4. 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​

  1. Order test prints before large campaigns
  2. Send test postcards to internal addresses
  3. Verify colors and print quality
  4. Test different paper stocks if available
  5. 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

Additional Resources​