Troubleshooting
What to do when results are empty, an enrichment cell stays blank, nothing is sent, a channel shows Needs attention, or you run out of credits.
Last updated 2026-10-23
Each section below follows the same shape: what you see, why it happens, and what to do. Start with the symptom you recognize.
A Target has no results
Symptom. The workspace shows This Target has no results yet or No results yet.
Why. One of three things. The search has not started (the Target is still a draft), it is still running, or it stopped before accepting anything.
What to do.
- If the status line under the Target title reads Not started, read the Criteria card and click Start Finding.
- If it reads Discovering candidates, wait; a row appears as each candidate finishes.
- If a banner says the search stopped, read it. Continue finding resumes. Edit criteria relaxes a requirement first.
- If rows are missing, check the hidden count next to Show non-matching, and clear any active Filter.
The search stops before reaching the count
Symptom. The banner is one of the stop messages, and the match count is below the number you chose.
Why. RenewSell stops when continuing would waste money or cannot succeed. The banner names the exact one:
| Banner starts with | Cause | What to do |
|---|---|---|
| Stopped: the criteria may be too strict | A Criterion fails for most candidates | Edit criteria and loosen or split it, then continue |
| Stopped: the sources available for this search are exhausted | Every channel has been mined | Continue later, or raise the result count only after new sources are available |
| Stopped: several search rounds in a row found no new candidates | The search keeps returning the same pages | Change the description or add a Criterion that points at new sources |
| Stopped: not enough credits to pay for another result | The balance cannot cover the next accepted result | Top up, then continue |
| Stopped: the remaining budget is too small to keep searching | The credit budget for this run is used | Continue to start a new run with a fresh estimate |
| Stopped: the credit budget for this search is used up | The run spent the credit budget set for it | Continue to start a new run with a fresh estimate |
| Stopped: planning the next search round kept failing | Planning the next round of sources failed repeatedly | Continue finding to retry; contact support if it keeps failing |
| Evaluation limit reached (target count x 12) | The run evaluated 12 candidates per requested result without filling the list | Continue finding to evaluate the remaining candidates |
| Stopped: the page limit for this search was reached | The run read its maximum number of pages | Continue to start a new run |
| Stopped: a data provider's quota is used up | An upstream source refused more requests | Wait and continue later |
When the banner shows a bottleneck line, it names the Criterion most candidates fail. Fix that one first.
An enrichment cell stays empty
Symptom. A cell shows Not found or is blank, while other cells in the column have values.
Why. RenewSell found no reliable, sourced value for that company. It does not fill the cell with a description or a guess. Empty cells are not charged.
What to do.
- Open the cell and check its status. Not found means the research ran and found nothing; Failed means the attempt itself failed.
- Use the column menu and choose Update Missing to retry only the empty and failed cells.
- If many cells are empty, edit the column, add the signals you care about to Instruction for AI, and save to re-run.
- Raise Research depth when the value is hard to find; the price per successful cell stays the same.
If the dialog refuses to start. Start Enrichment is disabled with a reason under the form. Common ones:
- This Target has no candidate row to enrich yet: run the search first.
- Your plan allows 5 enrichment columns per Target: delete a column, or use one column for several questions.
- Not enough credits: the reason states required and available.
Contacts do not appear
Symptom. The Key contacts column stays empty after Start Enrichment.
Why. Contact discovery needs an accepted company row with a website. A Target whose rows have no website cannot look anyone up. Contact discovery must also be available in your workspace.
What to do.
- Check the banner above the results: Companies are ready, but there are no contacts yet means discovery has not run.
- Click Add Enrichment, then Key contacts, and start it.
- If the dialog says no candidate row has a company website, the Target's results have no website to read. Try Custom Research for a contact detail instead.
- If the dialog reports that contact discovery is unavailable, the service is not available right now; use a manual Add contact on the row instead.
Nothing is sent
Symptom. Start Plan or Send First 5 does nothing, or the plan shows contacts waiting.
Why. The footer under Smart Outreach names the blocker. The five common ones:
| Message | Cause | What to do |
|---|---|---|
| No channel can send for this Agent. Enable a channel and connect its account in the Agent rule. | No channel is enabled and bound to a live account | Enable the channel in the Agent's Sending Rules and bind an account |
| Not enough credits to send. Add credits, then start the run. | The balance cannot cover one send | Top up, then start again |
| This Target has no contacts yet | Contacts were never found | Add Key contacts, then return |
| There is no new reachable contact | Every contact already has an address on every enabled channel, is held by the company cap, or is in another plan | Widen the channels or the Contacts per company limit, or end the other plan |
| No plan for this Agent yet. | This Agent has not run on this Target | Start Plan |
Also check that the Agent is Published. A draft Agent cannot own a plan.
The plan is running but no message goes out. Sends respect the Agent's Active window and rate limits. Outside the window, or above the hourly or daily cap, the next step waits. Send First 5 skips only the window, not the caps.
A single contact never gets a message. Open the plan counters. Unreachable means no address on any enabled channel; Opted out means the contact unsubscribed or complained; Failed means the provider refused. A contact parked for a missing account retries within the hour.
A channel shows Needs attention
Symptom. A card on Connect shows Needs attention, Disconnected or Quota reached.
Why. The stored authorization stopped working, the account's daily send quota is used, or the monthly maintenance charge could not be paid.
What to do.
- Click Health check to re-check the account.
- Click Reconnect and finish authorization again. The dialog shows the fee as already paid for this account.
- For Quota reached, wait for the next day; the card shows today's usage.
- For a maintenance failure, top up and reconnect. An account that cannot pay maintenance is marked with an error and stops sending.
- Check Used by N Agents before disconnecting; other Agents lose their sending account too.
You run out of credits
Symptom. A plan shows Paused: not enough credits, or an action is disabled with a credit message.
Why. The ledger reserves an estimate before work starts. When the balance cannot cover the next unit, the action stops rather than going negative.
What to do.
- Open Credits. The ledger shows what was reserved, settled and returned.
- Buy a credit pack or upgrade the plan.
- Return to Smart Outreach and click Resume. Pause loses nothing.
- For an enrichment or discovery dialog, the reason states the required and available amounts; top up and reopen it.
Why did my balance drop without work finishing? Reservations show as held credits until the work settles. A failed or empty result returns the hold; check the ledger for a matching refund.
A message failed to send
Symptom. A contact shows Failed in the plan counters, or the inbox shows The last reply could not be written or sent.
Why. Most failures are one of: the address is invalid, the provider refused the message, or the channel's authorization changed between draft and send.
What to do.
- Open the contact's record. A wrong address shows as Invalid after Verify email; fix or delete it.
- Run Health check on the channel.
- In the inbox, click Retry reply for a failed reply.
- Temporary provider problems retry automatically; a permanent refusal is not retried and returns the held credits.
Language or output looks wrong
Symptom. Criteria, enrichment values or a message come out in a language you did not expect.
Why. Two separate settings decide it. Output language on the Target sets the language of Criteria, reasoning and text values written at research time. Each Agent has its own Language for messages it writes.
What to do. Change the Target's Output language before starting a new search; already-written values are not rewritten. Change the Agent's Language in Sending Rules, save, and publish the new version. For variables inside a strict template, see Template variables.
Still stuck
If none of the above matches, write to support@renewsell.com from the address registered to your account. Include the Target name and the exact message you see. Do not send channel passwords.