Troubleshooting

Common issues, what causes them, and how to fix them. If your problem isn’t covered here, check the FAQs or contact your JustAI team.

Studio and email content

Email styling looks wrong in the inbox

Symptom: A variant looks correct in Studio, but the delivered email loses its styling — fonts, colors, spacing, or layout are wrong in Gmail or other inboxes.

Cause: Many email clients (notably Gmail) strip <style> blocks and ignore class-based CSS. Any styling that isn’t written as inline style="..." attributes on the elements themselves can be lost at delivery.

Fix: Convert the CSS in the email HTML to inline styles. You can ask the JustAI assistant to do this for you — for example: “Turn all the CSS into inline without making a change to copy.” The assistant will rewrite the styling as inline attributes while leaving the message copy untouched. Then send yourself a proof to confirm the rendering.

Unsubscribe link doesn’t work in the editor

Symptom: Clicking the unsubscribe link while previewing a variant in Studio does nothing, or the link looks empty.

Cause: This is by design. The unsubscribe URL is populated by your ESP at delivery time, so it has no destination inside the editor.

Fix: Nothing to fix in the template. To verify the link end to end, trigger a real delivery to a test recipient through your ESP and confirm the link is populated in the delivered email. If the link is dead in a delivered email, the issue is in the ESP’s delivery configuration — contact your JustAI team.

Caution

Proof emails are real deliveries, and depending on your ESP their unsubscribe links can be live. Klaviyo proofs in particular carry real unsubscribe links — clicking one actually unsubscribes the test recipient. Confirm the link is present, but don’t click it in a proof.

Saving in Studio fails, naming variants you didn’t edit

Symptom: You edit one variant, hit save, and get a validation error that lists other variants in the template.

Cause: Saving validates the whole template, not just your edit. The variants named in the error have pre-existing issues — for example, attribute values that no longer match the template’s configuration — that block the save.

Fix: The error details name the exact variants and fields that failed — correct those fields and save again. Archiving a named variant doesn’t help: validation covers every variant in the template regardless of status, so the next save fails the same way. Your own edits aren’t the problem, so don’t rework them. If the named variants look correct to you, contact your JustAI team.

Reporting

Dashboard shows no data

Symptom: A template is live and sending, but the analytics dashboard is empty or missing recent results.

Cause: Two things trip people up here:

1. The reporting offset. By default there’s a 3-day offset between when a message is sent and when its performance data appears, so engagement metrics are complete before they’re shown.
2. Metrics are bucketed by send date. All engagement for a message is attributed to the day it was sent, not the day the open or click happened. If your date filter starts after the last send date, the dashboard will show nothing — even though the campaign is healthy.

Fix: Widen the date range to include your last send dates, or uncheck the Metrics offset by 3 days checkbox next to the date picker on the template dashboard. If you see no data at all regardless of date range, work through the Not Seeing Data? checklist — the most common causes are webhook and event-name configuration in your ESP.

Integrations

For provider-specific problems, see the troubleshooting section in your integration guide.

“Linked journey no longer exists”

Symptom: The template health indicator shows Linked journey no longer exists, even though you can see the journey in your ESP.

Cause: This message appears whenever the setup check against your ESP fails — not only when the journey was actually deleted. Common triggers include the journey being renamed or archived, the webhook or message setup drifting from what JustAI expects, or the API credentials losing access.

Fix: Open the template’s Integration tab and re-run setup verification. If the journey still exists in your ESP, the failing check is usually a setup detail (webhook payload, message references, or permissions) rather than the journey itself — re-select the journey to relink it, and re-verify.

Integration tab is blank

Symptom: The Integration tab renders empty, while the rest of the console works normally.

Cause: The Integration tab uses a live WebSocket connection. Some corporate networks, VPNs, and proxies block WebSocket traffic while allowing regular HTTPS, which leaves this tab blank even though every other page loads.

Fix: Allow WebSocket connections to the JustAI console in your network or proxy configuration, or try from a different network to confirm the cause. This is a network issue, not an account or permissions problem.