Use this guide when a Wave screen, import, Blast, Campaign, or resource does not behave as expected. Start with the quickest checks, then follow the section that matches the symptom.
Start with These Checks
- Confirm the active persona at the bottom of the Wave sidebar.
- Confirm that the intended sender number belongs to that persona.
- Check the audience count and collection membership.
- Review the message date, delay, time, and broadcast hours.
- Keep the campaign disabled while correcting anything that could affect live contacts.
| Symptom | First place to check |
|---|---|
| Wrong contacts, campaigns, or resources | Active persona |
| Campaign is not sending | Campaign state, sender, messages, and audience |
| Expected message is missing from Timeline | Delay, campaign state, and contact membership |
| Add Contacts is unavailable | Saved campaign messages |
| Message is held | Broadcast hours |
| Imported fields are wrong | Import source and field mapping |
| Bundle relationship is missing | Bundle categories and source relationship |
| API integration fails | Key state, persona, and Last used |
The Wrong Contacts or Campaigns Appear
Check the persona name at the bottom of the Wave sidebar. Wave content belongs to the active persona. Return to the Phound desktop app, activate the correct persona, and open Wave again.
Persona-specific Wave content can include contacts, collections, tags, templates, assets, Blasts, Campaigns, settings, and API access keys. Do not edit unfamiliar resources until the persona is confirmed.
A Campaign Is Not Sending
Confirm:
- the campaign is enabled
- an approved sender is selected
- at least one message exists
- eligible contacts or a collection are attached
- the message delay or date has arrived
- the delivery time falls within broadcast hours
- the active persona still has available message usage
Open the Timeline to see whether Wave shows an upcoming send.
If the campaign is disabled, review it before enabling. If it is enabled but no future item appears, check whether the contact actually joined the campaign and whether the message delay has produced a future send.
For a Drip campaign, each contact's schedule begins when that contact joins. Adding the campaign today does not make an earlier delay run retroactively.
The Timeline Is Empty
Check:
- the active persona
- whether the Blast or Campaign is enabled and scheduled
- whether the campaign has at least one saved message
- whether eligible contacts or a collection are attached
- whether the message delay or scheduled date has arrived
- whether a collection rule currently includes the expected contact
An empty Timeline can be correct when no upcoming sends exist. Use Review Upcoming Sends on the Wave Timeline for the complete review process.
Add Contacts Is Unavailable
Create and save at least one campaign message first. The Add contacts control can remain unavailable while the campaign has no messages.
If the control is still unavailable, close and reopen the campaign after saving the first message. Confirm that you are editing the intended campaign and that it remains disabled during setup.
A Message Is Being Held
Open Settings, then Broadcast hours. Outbound Blasts and Campaign messages scheduled outside the working-hours window are held until sending is allowed. Immediate replies bypass this window.
Review the active persona's time zone and any custom schedule. Do not move the message time simply to force delivery without confirming that the new time is appropriate for the audience.
See Broadcast Hours and Scheduling.
Personalization Looks Wrong
- Open the contact and confirm the required field contains the expected value.
- Open the message and verify the personalization token.
- Confirm that the import mapped the source column to the correct Wave field.
- Test with an authorized contact that contains the same fields as the live audience.
A blank or incorrectly mapped contact field can produce an incomplete message even when the campaign itself is configured correctly.
The Audience Count Is Wrong
Open the campaign's Contacts section and review:
- selected individual contacts
- attached collections
- Dynamic collection state
- collection filter rules
- tags and custom fields used by those rules
If a keyword controls a tag, test the keyword and confirm the tag before troubleshooting the collection. If the contacts came from InTouch or CSV, filter by the import source tag and compare the result count.
A Bundle Imports Without the Expected Relationship
- Confirm that both Campaigns and Collections were selected in the import preview.
- Open the imported campaign and check its Contacts section.
- Confirm that the source bundle used the current campaign and collection.
- Try the latest bundle key supplied by the creator.
- Keep the imported campaign disabled until the relationship and sender are correct.
If both objects import but the Collection is still not attached, send Phound Support the bundle name, the source and receiving personas, and a screenshot that does not expose contacts or keys.
Do not enable the imported campaign until the sender, messages, audience relationship, and schedule have been reviewed in the receiving account.
InTouch Contacts Do Not Look Correct
Reopen the InTouch import and review:
- Customers versus Consultants
- phone and name mappings
- optional consultant fields
- the additional
intouchtag - Sync automatically every 24 hours
Do not use the imported list in a Campaign until a sample of contacts has been verified.
If the wrong group appears, cancel and reopen the import with the correct Customers or Consultants choice. If custom information is missing, confirm that the receiving persona has a compatible field and that the column was not set to Do not import.
See Import and Sync Mary Kay InTouch Contacts.
A Configuration Bundle Key Does Not Work
Copy the entire key without extra spaces. A configuration bundle key is different from an API access key. Ask the bundle creator for the current key if the import still fails.
Before retrying, confirm the active persona and record the expected bundle name and category counts. A key that imports different content may belong to an older bundle version.
An Asset Link Does Not Work
Open Resources, then Assets. Confirm that the asset exists in the active persona and that the message contains the complete Wave asset URL.
Open the link directly before sending. If the wrong or outdated file appears, upload the approved replacement and update every affected message or template.
An API Integration Cannot Authenticate
Open Settings, then Access Keys, without sharing or copying the key into a support message.
Check:
- the active persona
- whether the intended key is enabled
- its creation date and owner
- whether Last used changes when the integration runs
- whether the integration was updated after a key replacement
Use Manage Wave API Access Keys for the credential lifecycle. Use the official API reference for endpoints and request fields.
Contact Support
If the checklist does not resolve the issue, contact Phound Support.
Include:
- active persona name
- Wave area and item name
- what you expected
- what happened instead
- date and approximate time
- sender or campaign name without exposing customer data
- a privacy-safe screenshot
Never include API key values, bundle keys, customer phone numbers, or private message content unless Phound Support provides an approved secure method for that information.