---
title: "Troubleshooting"
description: "The problems people hit most often — emails not rendering as interactive, validation errors, missing submissions, empty carousels — and how to fix each."
url: https://help.ampemail.com/en/articles/11-troubleshooting
collection: "Your account"
updated: 2026-09-08
language: en
---

# Troubleshooting

The problems people hit most often — emails not rendering as interactive, validation errors, missing submissions, empty carousels — and how to fix each.

The problems people hit most often, and what to do about them.

## My email arrives, but it is not interactive

This is the most common report, and it is usually not a fault.

1.  **Is your sending domain approved for AMP?** Until it is, every recipient sees the HTML fallback. See [AMP approval](https://help.ampemail.com/en/articles/3-getting-your-domain-approved-for-amp.md).
    
2.  **Does that inbox support AMP at all?** Only Gmail, Yahoo Mail and Mail.ru do. Everywhere else gets the fallback by design.
    
3.  **Did you load the AMP version into your sending platform?** Most platforms have a separate AMP field. If you only pasted the fallback HTML, there is no AMP version to render. See [Testing and exporting](https://help.ampemail.com/en/articles/8-testing-and-exporting.md).
    
4.  **Did validation report errors you exported past?** An email with AMP errors will not render as AMP. Re-open the template, clear the errors, and export again.
    
5.  **Was the email forwarded?** Forwarded AMP emails fall back to HTML.
    

Check your dashboard's **AMP Opens** against **Fallback Opens** to see which way the split is actually going.

## Export is blocked by validation errors

Almost all of these are links and images. Every URL in an AMP email must be a full `https://` address:

-   `/spring-sale` → `https://example.com/spring-sale`
    
-   `http://example.com` → `https://example.com`
    
-   `example.com` → `https://example.com`
    
-   An empty button or image → add the URL or remove the element
    

The error message names the button or image number, so work through them in order. Full list in [Testing and exporting](https://help.ampemail.com/en/articles/8-testing-and-exporting.md).

## Klaviyo export fails

Usually an expired authorisation. Go to **Integrations**, disconnect Klaviyo, connect it again, and retry. If it still fails, confirm your Klaviyo user has permission to create templates.

## Submissions are missing from analytics

-   **Check the date filter.** It defaults to the last 30 days.
    
-   **Confirm they submitted rather than opened.** An open is not a submission.
    
-   **Check you are looking at the right template.** Analytics is per template, and a duplicated template collects its own separate submissions.
    

## The product carousel is empty

The carousel fetches from your API each time the email is opened, so:

-   Confirm the endpoint is reachable publicly over `https://` — not localhost, not behind a VPN.
    
-   Confirm it allows cross-origin requests.
    
-   Use the test control in the component's settings to fetch from it and see what comes back.
    
-   Check the endpoint was not slow or down at the moment the email was opened.
    

## Everyone is winning the same spin wheel prize

Check your Win Ratios. If one segment's ratio is very large relative to the others, it will win nearly every time — and if every ratio is `0`, all segments become equally likely. The percentage shown beside each Win Ratio field is the real chance for that segment; read those rather than the raw numbers. [Win Ratio explained](https://help.ampemail.com/en/articles/7-what-is-win-ratio-and-how-does-it-work.md) covers this in full.

## A recipient says their spin wheel prize changed — or did not change

Prizes are recorded per recipient at the moment they spin, and reopening the email shows the same result. Before they spin, no prize is assigned, so nothing is "used up" by opening the email.

If you edited Win Ratios after sending, note that the odds are read live from your saved template on every spin — so people who spin later use the new odds, while anyone who already spun keeps what they won.

## I edited a sent template and recipients saw the change

That is how it works: live AMP emails read parts of their content from your saved template every time they are opened. When you want to change a template that is already out in the world, edit a **copy** — the builder offers this when you open a sent template.

## Test emails will not send

You have probably reached your plan's test email allowance for the period. The message tells you how many you have used and how many remain. Reduce recipients or upgrade — see [Account and billing](https://help.ampemail.com/en/articles/10-account-and-billing.md).

## Images look stretched or jump around as the email loads

Set an aspect ratio on the image in its settings — **Original, 3:2, 4:3, 1:1, 3:4 or 2:3** — and crop to it in the builder rather than relying on the source file's dimensions.

## I cannot sign in

Use **Forgot password** on the login page for a reset link. If the reset email does not arrive, check spam, and confirm you are using the address you registered with.

## Still stuck?

Have these ready when you get in touch, and it will be resolved much faster:

-   the template name
    
-   what you expected to happen, and what happened instead
    
-   the recipient's email address and inbox provider, for a delivery or rendering problem
    
-   a screenshot of any error message