This error appears in the Email Builder when you open a specific email draft and the Builder cannot establish an editing connection for it. The draft fails to load, and you see the message The session is not connected. Please refresh.
In most cases, the problem is limited to one draft. Other drafts and the rest of ContactMonkey continue to work normally.
Why does this error happen?
The error usually means the affected draft got into a state the Email Builder could not load. This typically happens when:
- A saved design did not finish writing cleanly, or
- A stale editing session was left attached to the draft.
When either happens, the Email Builder cannot open a connection for that one draft and shows the session is not connected message, even though everything else works. Creating a copy generates a fresh, clean version that is not carrying that state, so the copy opens as expected.
How to Resolve the Error
1. Refresh the page first
Refresh your browser window/tab. If the error clears, no further action is needed. If it returns as soon as you reopen the same draft, continue to the next step.
2. Check whether other drafts are affected
Open a different email draft in the Email Builder.
- If other drafts open normally, the problem is isolated to one draft. Continue to step 3.
- If every draft shows the error, this is not an isolated draft issue. Skip to When to contact Support.
3. Make a copy of the affected draft
Duplicate the draft that is showing the error. The copy is a fresh version without the state that blocked the original, so it should open normally in the Email Builder.
4. Work from the copy
Open the new copy and confirm it loads without the error. Continue building and sending from this copy going forward.
5. (Optional) Delete the original draft
Once the copy opens correctly and has everything you need, you can delete the original draft so it is no longer in your list. This step is optional.
When to Contact Support
Reach out to support@contactmonkey.com if:
- Every draft shows the error, not just one.
- The copy also shows
The session is not connected. Please refresh. - The error keeps returning after you refresh and duplicate the draft.
Please include a copy of the draft's JSON file in your outreach.