Loading...
  • Customer Experience
    Customer Experience
  • Employee Experience
    Employee Experience
  • Brand Experience
    Brand Experience
  • Product Experience
    Product Experience
  • Core XM
    Core XM

Email Distribution Error Messages

What's on This Page:


Was this helpful?


The feedback you submit here is used only to help improve this page.

That’s great! Thank you for your feedback!

Thank you for your feedback!


About Email Distribution Error Messages

Qualtrics has built in messages to let you know what you need to do to successfully send your emails. The errors described on this page occur for survey invitations, Reminders, and Thank You emails.

Qtip: Additionally, for help making sure your emails don’t get caught in spam filters, check out the linked support page.

Distribution Error Codes

A purple distribution box. In the upper-right, there's an error code

Error codes can appear at the top of a survey invitation distribution to specify why it hasn’t been sent. The table below provides a list of error codes and possible solutions.

Error Code Meaning
EQD01 Your organization’s access to Qualtrics has been suspended. If you are a Brand Administrator, please reach out to Qualtrics Support for more information.
EQD02 You are not authorized to send email. Contact your Brand Administrator to make sure you have the necessary email permissions enabled. This usually means “Access Mailer” needs to be enabled.
EQD03 You have exceeded the number of allowed emails for your account. Contact your Brand Administrator. If you belong to an academic brand, reach out to Qualtrics Support.
EQD04 Your organization has exceeded the number of allowed emails. Your Brand Administrator must reach out to your Account Executive.
EQD06 You do not have access to this survey. You either need to ask the survey owner to collaborate on it with you, or, if your colleague has left the company, ask that your Brand Administrator transfer the survey to you.
EQD09 The survey is not active. Activate the survey to distribute.
EQD10 Your account is not active. Contact your Brand Administrator to activate your account.
EQD11 The recipient(s) for this distribution have been deleted. This means the contact list or members of the contact list were deleted.
EQD12 The survey has been deleted.
EQD13 The subject or message has been deleted from the library.
EQD14 The distribution has been deleted.
EQD15 The survey link has expired.
EQD16 The initial survey invitation has not been distributed. A reminder cannot be sent before the initial survey invitation has been distributed. Check the dates on your distributions.
EQD17 Your organization is not authorized to send from this domain. Please look into setting up a custom FROM domain or an SMTP relay with your IT team.
EQD18 Your organization’s email server is misconfigured. This is likely because you have not set up your SMTP relay correctly. Contact your organization’s IT team to ensure these settings are configured correctly.
EQD19 Qualtrics was unable to connect to your organization’s email server. This is likely because you have not set up your SMTP relay correctly, or the server you’ve established an SMTP relay with is down. Contact your organization’s IT team.
EQD20 The subject or message has not been set for this distribution.
EQD95 Unknown error. Please contact Qualtrics Support to troubleshoot further.
EQD99 There was a communication failure of some kind. If this issue persists, reach out to Qualtrics Support so they can escalate this error.

Email Limits

Your license or user type can greatly vary in the number of emails you are allowed to send. If you try to send a distribution that puts you over the limit, you will get this message:
Error message reading: Your email distribution cannot be sent at this time. You are currently allowed to send 1 emails per week. Please contact your account representative to increase this limit.

Example: Let’s say you have a limit of 100 emails a week. If you already sent 50 and try to send 60 more, you will get this message. But if you reduce the distribution to 50, the emails will go out just fine.

All emails count towards this limit, including survey invitations, Reminders, and Thank You emails. If you are unsure of your email limit or how much of it you’ve used, you can check it out by doing to the following: The Account Usage tab opened with buttons on the page numbered

  1. Click the account setting icon.
  2. Click Account Settings.
  3. Click Account Usage.
  4. View the Allowed Outgoing Emails column.
  5. If desired, filter for the emails sent in a particular day or week.
Qtip: If you need access to more emails, try contacting your Qualtrics Account Executive or your Brand Administrator. The Brand Administrator will be listed on the same Account Usage page.

“Invalid Domain”

If you go to send out your email and see a red triangle above your “From Address” that says “invalid domain”, this means the domain of your “From Address” cannot be used to send emails from Qualtrics. This error usually appears when you are using a custom “From Address” that has not been configured for your brand.

To fix this issue, you have a few options:

  • Using the default “From Address” that is populated automatically in your message editor when you click Compose Email.
  • Using one of the Qualtrics “from” addresses.
  • Contacting your Brand Administrator and requesting that they configure the domain for use within Qualtrics per the instructions here.
  • Using a “From Address” that your organization has already configured for use.
    Qtip: Not sure what domains your organization already allows you to use in Qualtrics? Make an email task and see what domains are available in the dropdown. You can remove the task when you’re done checking.
    From address field in an email task. Dropdown with list of email domains instead of open text field
Qtip: This error does not occur in Thank You emails.

Error message at the bottom of the email reads: Message requires a survey link
If you remove the survey link from your email message, you will get a message that says “Message requires a survey link” in the bottom-left corner of your message editor and you will not be able to send your email.

Qtip: If you removed the survey link Piped Text because you want to paste in your Anonymous Link instead, this is incorrect. Your survey link Piped Text is dynamic and will change to an Anonymous Link if you tell it to under Show Advanced Options. See the Link Type page for more assistance.

If you’ve removed the survey link and need to add one back in, follow the steps below:
Piped text button opens a menu of Survey Link options

  1. Select the piped text icon.
  2. Choose Survey Links.
  3. Choose from one of the following:
    • Custom Survey Link: Type out text you want respondents to click that’ll link them to the survey.
    • Survey Link: Insert text that says “Take the survey.” When you click it, it’ll link to your survey.
    • Survey URL: Insert the entire survey URL into the email.
  4. This adds Piped Text for the opt out link in your email. You can move this generated piped text to anywhere in your email. You will now be able to send your email.

Error message at the bottom of the email reads: No opt out link
If you remove the opt out link from your email message, you will get a message that says “No opt out link” in the bottom-left corner of your message editor and you will not be able to send your email. In order to comply with the federal CAN-SPAM Act, Qualtrics will require that you include an opt out link in every email that you send to individuals outside of your organization. There are no exceptions to this requirement when sending emails to individuals outside of your organization. If you’ve removed the opt out link and need to add one back in, follow the steps below:
Piped text button opens the Opt Out link menu

  1. Select the piped text icon.
  2. Choose Opt Out Link.
  3. Type the text that you would like the link to be hyperlinked to. For example, type “Opt Out Here.”
  4. Select Insert.
  5. This adds Piped Text for the opt out link in your email. You can move this generated piped text to anywhere in your email. You will now be able to send your email.

If you are sending your email only to individuals inside of your organization and do not want to include an opt out link, you will need to reach out to your Brand Administrator who can then get in touch with your license’s Customer Success Representative to put in a formal request that this requirement be disabled. For more information about how opt out links work, visit the Using the Opt Out Link page.

“Emails must be approved before they can be sent.”

If you see this message when you are composing an email, it means that your distribution must be approved by someone in your organization before it can be sent.

When you are done configuring your email invitation, you must select someone from the Select an Approver dropdown. You can then click Assign to Approver to send your email to the selected user for approval.

Survey email composure window, but there's an extra dropdown for approval, and the send button says "assign to approver" instead

Once approved, distributions will be sent at the scheduled time. If you set the message to “Send Now,” it’ll send as soon as the mailing is approved.

Qtip: Only Brand Administrators can determine which users approve mailings. Administrators can designate approvers by giving them the permission Approve Mailings.

Distribution Statuses

After scheduling your distribution, you can check the status of the emails to each recipient. Click the dropdown next to your distribution and select Download History to export your Distribution History.

Purple distribution, arrow to right, download history option second to last

Below, we will discuss the meaning of each possible status in your history.

Attention: All users can download the distribution history of survey invitation emails. If you have access to XM Directory or the new contacts experience, then you will also be able to download the distribution history of reminder and thank you emails as well.

Statuses

The status column in the Distribution History will help you monitor each recipient’s current status – whether they failed to receive the email or already started their survey. Below is a descriptive list of possible status conditions.

  • Email Sent: The email has left the Qualtrics server. This status will also display for a respondent whose partial response was deleted because it was at 0% progress.
    Qtip: Once an email has left our server, we cannot guarantee that the email will not be affected by any filters or blacklist set up on the opposing end.
  • Email Not Sent Yet: The Qualtrics Mailer has not yet distributed this email. This status will also display for responses started via individual links that were deleted because they were at 0% progress.
    Qtip: To avoid large email distributions being marked as spam, Qualtrics sends emails in small batches. The Qualtrics email server will send up to 300 emails every 20 seconds for large distributions. Please note that actual sending speeds may vary depending on factors such as current system load.
  • Email Not Sent: The Qualtrics Mailer did not send this email. This status will display if the respondent’s email address is blank.
  • Email Bounced: The email did not reach the recipient’s inbox. This could be for a number of reasons: the email address doesn’t exist, the receiving server has a high security firewall, the receiving mailbox is full, the recipient server is offline, etc.
    Qtip: There are two types of bounces: hard bounces and soft bounces. Hard bounces are emails that can’t be delivered due to a permanent reason. This could include the email address not existing, the recipient server not accepting emails, or the domain not being a real email domain. Soft bounces are emails that can’t be delivered due to temporary reasons. The recipient email inbox could be full, the email could be too large, or the recipient email server could be temporarily down. Qualtrics automatically retries sending soft bounces after a period of time.
  • Email Failed: The email did not leave our servers. The most common cause of a failed email is an incorrectly formatted email address, such as a missing @.
  • Email Skipped: The email was not sent due to Contact Frequency settings in XM Directory. See the Contact Frequency Rules page for more information about these settings.
  • Skipped As Duplicate / Email Blocked: The email was not sent because it is a duplicate. Duplicate emails are emails with the exact same message, subject line, and recipient as another email that went out within a 12-hour window. If your contact list has the same email address on it multiple times, this will be seen as a duplicate, and to prevent being flagged as spam, the Qualtrics mailer will not send these out. See the Editing Contacts in a List page for help consolidating duplicates.
    Qtip: Let’s say you’re having customers review three different products they own. If you add the same recipient into the contact list three times with a different Embedded Data value for each product, and make sure to pipe this Embedded Data into your email, the duplicates will send just fine. This is because the different Embedded Data will make the emails being sent different enough they don’t get marked as spam.
    Qtip: If you need to resend a message to the same user (for example, if they lost their email/link), you can either copy the link from the Distribution History and manually email them, or you can send this person another email with a slightly modified message/subject line. The modified message/subject line will make sure the message isn’t marked as spam.
  • Survey Started: The recipient has clicked on the link, but hasn’t submitted the survey.
  • Survey Finished: The recipient has submitted the survey.
  • Session Expired: The recipient started the survey, but didn’t finish in the allotted timeframe and their response was deleted. This status will also display for responses that were screened out but not saved, and for deleted partial responses when “Delete responses in progress after 1 week” is enabled in the Survey Options.
  • Opted Out: The recipient clicked the Opt-out Link in the invitation email to unsubscribe themselves from future mailings. They may also have marked the email as spam.
  • Screened Out: The recipient was removed from the survey using the Screen Out add-on feature. This will include the specified name of the screen out. You will only see this status after the survey has been closed (or “paused”) to responses.
  • Partially Completed Response: This status occurs when the respondent has provided a partial response which was recorded. This means they never finished their response, and either the survey session expired before they could finish it, or you as the survey owner chose to close their response before they could finish.

Troubleshooting Email Distributions

The following advice can help when troubleshooting emails that have bounced, failed, or not been received.

Qtip: Be mindful of email limits when testing email distributions.
Qtip: Much of the advice covered in this section also applies to email tasks and XM Directory tasks. However, for these actions, remember to also check the conditions. You can also check the Actions Reporting page to troubleshoot.

General Tips for Improving Deliverability

  1. Check out our tips for making sure an email doesn’t look like spam.
  2. If you’re a Brand Administrator, consider setting up a custom “From” address for members of your organization to use when sending distributions in Qualtrics.
  3. If you’re sending a distribution to people in the same organization as you, ask your IT team to allowlist Qualtrics servers.
  4. Have the recipients add your “From” address to their address book. This tells their email provider that the address can be trusted. You can do this whether you have a custom “From” address or use the default Qualtrics “From” addresses.
  5. Take note of any errors that Qualtrics shows you. This page has a guide to many common errors and their solutions.
  6. Double-check the email address(es) the distribution was sent to. Make sure spelling and formatting are correct.
    Qtip: For guidance on issues with uploading contact lists, see also Contacts Basic Overview and CSV/TSV Upload Issues.
  7. Know your recipients.

Emails Marked as “Sent” Are Not Delivered

If an email is marked as “Sent” in the distribution history, but your recipient doesn’t see it in their inbox, you can test the following with your recipient:

  1. Have the recipients add your “From” address to their address book. This tells their email provider that the address can be trusted. You can do this whether you have a custom “From” address or use the default Qualtrics “From” addresses.
  2. Tell the recipient to allowlist us.
  3. If emails are failing to send to a group of people belonging to the same organization, have the recipients reach out to their IT team. There may be additional email settings that the IT team of that organization needs to adjust.

Emails Are Not Sent

In addition to the general email deliverability tips, here are some additional solutions that can help when emails are not marked as sent:

  1. Make sure your recipient email addresses are spelled correctly and can accept mail.
  2. Make sure you are not at your email limit.
  3. If you have an SMTP relay, check with your IT team to ensure there are no issues with this server.
  4. Check the link and survey expiration.
Qtip: To avoid large email distributions being marked as spam, Qualtrics sends emails in small batches. The Qualtrics email server will send up to 300 emails every 20 seconds for large distributions. Please note that actual sending speeds may vary depending on factors such as current system load.

FAQs