If your Engage sequences have stopped delivering, or most contacts are sitting on "Scheduled" with only a handful of emails actually sent, there are a few common causes — and most can be fixed in minutes.
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.
Email provider | Default daily sending limit |
Gmail / Google Workspace | Up to 500 emails/day |
Microsoft 365 / Outlook | Up to 300 emails/day |
💡 Note: 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.
Go to Engage → Settings → Email Account.
Check whether your account shows as Connected.
If you see a warning or a Reconnect prompt, click Reconnect and sign in again.
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.
Ask your Microsoft 365 admin to approve the Lusha Engage app in Azure Active Directory → Enterprise Applications.
Once approved, go to Engage → Settings → Email Account and click Connect again.
After a successful connection, your sequences will resume from where they paused.
💡 Note: 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.
Open your sequence in Engage.
Click Settings and review the Send schedule.
Confirm the days and time range include the current moment — and check that the time zone is set correctly.
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.
In your sequence, filter contacts by status Scheduled.
Check whether any of those contacts are missing an email address.
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:
Go to Engage → Settings → Email Account.
Disconnect the current account and connect the new one.
⚠️ Important: Changing your sender account affects all active sequences immediately — not just one. Sequences already in progress will continue sending from the new account right away.
If the sequence is still stuck
If you've worked through all the fixes above and contacts are still not moving out of "Scheduled", contact Lusha Support via the chat icon in your dashboard. Share your sequence name and email provider — we'll investigate from there.
Once the underlying issue is resolved, your sequence resumes automatically and picks up with the remaining scheduled contacts.