Overview
Some Digital PR outreach campaigns can become stuck in a FAILURE status during contact processing. When this happens, you may see 0 contacts extracted and no processing activity — even after waiting an extended period. This article explains what causes this issue and what steps to take if you encounter it.
What Causes This Issue
A platform-level issue has been identified where outreach campaigns that reach a FAILURE status may not be automatically retried by the system. As a result, contact discovery never re-executes and the campaign remains stuck with no contacts processed and no further progress.
This is not caused by anything in your account settings or campaign configuration. It is a backend processing issue that requires intervention to resolve.
How to Identify This Problem
Your campaign is likely affected if you observe all of the following:
- One or more outreach campaigns display a FAILURE or failed processing status
- The contact discovery stage shows 0 contacts extracted
- The campaign has not progressed or updated over a significant period of time
- Refreshing or waiting does not change the status
You can review your campaign statuses by navigating to your Digital PR outreach campaigns section of the platform.
What to Do If Your Campaigns Are Stuck
If your campaigns show a FAILURE status and contacts are not being discovered or processed, follow these steps to get your campaigns re-triggered as quickly as possible:
- Navigate to your Digital PR outreach campaigns in the platform and identify which campaigns are showing a FAILURE status.
- Note the name or ID of each affected campaign, how long it has been stuck, and when each campaign was originally created.
- Note the total number of campaigns affected in your account.
- Take a screenshot of the FAILURE status for each affected campaign if possible.
- Try duplicating the affected campaign and launching the duplicate as a new campaign. In some cases, creating a fresh copy allows the contact discovery pipeline to run successfully and avoids the stuck state entirely.
- If duplicating and relaunching the campaign does not resolve the issue, contact our support team with the information gathered above so they can manually re-trigger contact discovery for your specific campaigns.
What Happens After You Report It
Once our team receives your report, they will escalate to engineering to re-trigger the contact discovery pipeline for your affected campaigns. You should see your campaigns move out of FAILURE status and begin processing contacts after the re-trigger is applied. Our team will follow up to confirm when the fix has been applied to your account.
If you are unsure whether your campaigns are affected or need help identifying the issue, please don't hesitate to reach out — use the chat button below to contact our support team and we will investigate on your behalf.