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Known Issue: Send As Permissions Showing 0 Authorized Users

Last updated: July 30th at 10:00am EST

Status

Additional Notes

Timestamp

Investigating

Issue identified

July 29th at 5:25pm EST

Issue Description

Some organizations using SendGrid/Email at Scale are seeing 0 authorized users listed for saved email addresses in Send As Permissions, resulting in authorization errors when sending.

Do not delete and recreate your permissions while we are investigating. If the records are intact, rebuilding them creates duplicate work and may complicate recovery.

What's Affected

  • Saved email addresses in Settings → Roles & Access → Send As Permissions display 0 authorized users, including addresses that previously listed users
  • A user who previously had permission receives an error stating they are not authorized to send from that address
  • Test sends complete successfully, but sending with Send & Track/Send Now is blocked

This does not affect emails you have already sent, tracking data, or reporting.

Temporary Workaround

Overall tracking does not route through SendGrid, so it is not affected by this issue. Use it to get a blocked campaign out. 

Check the following before you use it:

  • Sending from a shared mailbox or alias requires permissions from your IT team. ContactMonkey Send As Permissions do not carry over to Overall tracking. Your IT team must have granted you Send As permission for that address in your Microsoft or Google environment, or the send will still fail.
  • Your email provider's sending limits apply. Overall tracking routes through Microsoft or Google rather than ContactMonkey's infrastructure. Sending to a distribution list is unlimited, but CSV uploads are capped — 10,000 recipients per day on Outlook 365 and 3,000 per day on Gmail. See Email Sending Limits in ContactMonkey.
  • You will not get individual recipient data. Overall tracking reports aggregate opens and clicks only, not per-recipient engagement.

We apologize for the inconvenience and appreciate your patience as we resolve this issue. Please subscribe to our status page to receive real-time updates.

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