Possible causes
- Your daily sending limit has been reached
- Your email account has been disconnected or needs re-authentication
- Microsoft 365 requires IT admin approval before Engage can send
- The sequence schedule is set to send outside your current hours or days
- Some contacts in the sequence are missing a valid email address
Fix 1: You’ve hit your daily sending limit
Every email provider caps how many messages you can send per day. When a sequence reaches that limit, the remaining contacts stay on “Scheduled” and resume automatically the next day - no action needed.You can set a lower custom daily limit to protect your sender reputation. Go to Engage → Settings → Email Account → Daily send limit and adjust the number.
Fix 2: Reconnect your email account
If your sender account has been disconnected, sequences stop sending entirely. This often happens when an OAuth session expires with Google or Microsoft. See Gmail Integration Setup or Outlook Integration Setup for the full connection flow.1
Go to Email Account settings
Go to Engage → Settings → Email Account.
2
Check the connection status
Check whether your account shows as Connected.
3
Reconnect if prompted
If you see a warning or a Reconnect prompt, click Reconnect and sign in again.
4
Return to your sequence
Return to your sequence - it should resume automatically.
Fix 3: Microsoft 365 requires admin approval
If you’re connecting a Microsoft 365 or Outlook account, your IT admin may need to grant consent before Engage can send on your behalf.1
Ask your admin to approve the app
Ask your Microsoft 365 admin to approve the Lusha Engage app in Azure Active Directory → Enterprise Applications.
2
Reconnect the email account
Once approved, go to Engage → Settings → Email Account and click Connect again.
3
Confirm the sequence resumes
After a successful connection, your sequences will resume from where they paused.
Admin consent is a Microsoft security requirement, not a Lusha limitation. Your admin can scope the permission to email access only - full tenant-wide access is not required for Engage to function.
Fix 4: Your sequence schedule excludes the current window
If emails are queued but not sending, the current time may fall outside the sequence’s configured send window.1
Open your sequence
Open your sequence in Engage.
2
Review the send schedule
Click Settings and review the Send schedule.
3
Check days, times, and time zone
Confirm the days and time range include the current moment - and check that the time zone is set correctly.
4
Adjust and save the schedule
Adjust the schedule if needed and click Save.
Fix 5: Contacts are missing email addresses
Contacts without a valid email address cannot receive sequence emails and will stay on “Scheduled” indefinitely - without any error message.1
Filter contacts by Scheduled status
In your sequence, filter contacts by status Scheduled.
2
Check for missing email addresses
Check whether any of those contacts are missing an email address.
3
Add a verified email or remove the contact
Reveal their contact details in Lusha Search or the Extension to add a verified email - or remove the contact from the sequence.
Changing the email account for your sequences
If you want to switch which email address your sequences send from:1
Go to Email Account settings
Go to Engage → Settings → Email Account.
2
Disconnect and connect the new account
Disconnect the current account and connect the new one.