# Troubleshoot Email Verifier

> Fix Email Verifier problems such as files that won't upload, not enough credits, expired cost reviews, unknown or catch-all results, and exports.

Canonical: https://help.spacebrain.ai/troubleshooting/email-verification/
Last modified: 2026-09-25T00:00:00.000Z

Email Verifier checks whether email addresses are likely to work before you send to them. Use this page when a check won't start, costs more than you expected, or gives results you don't understand. It's for anyone who prepares email lists.

## Quick facts [#quick-facts]

* Find it in **Email → Email Verifier**. It has three pages: **Verify emails**, **History**, and **Credit usage**.
* You can check pasted addresses, a CSV or TXT file, or a CRM audience.
* Preparing a review is free. Checks use credits, and you see the **Maximum verification cost** before you start.
* Recent results are reused for free, and duplicates are checked only once.
* A valid address doesn't mean you have permission to email it. Always check consent and unsubscribes separately.

## Email Verifier is missing or unavailable [#email-verifier-is-missing-or-unavailable]

**You see:** **Email Verifier is not available yet. Your existing email tools remain available.**

**Why:** it isn't turned on for your workspace yet.

**Fix:** check again later, or contact support.

**You see:** **You can view results. Email edit permission is required to prepare or start checks.**

**Fix:** ask an admin for edit access to Email.

**You see:** **Billing view permission is required to see credit usage.**

**Fix:** ask an admin if you need to see **Credit usage**.

**You see:** **New checks are temporarily unavailable.**

**Fix:** you can still prepare a review and see saved results. Try starting checks later.

## My file won't upload [#my-file-wont-upload]

**You see:** **Choose a CSV or TXT file up to 20 MiB.**

**Fix:** files must be:

* CSV or TXT.
* Up to 20 MiB, 50,000 rows, and 500 columns.
* Saved as UTF-8 or UTF-16.

Split a large file into smaller files. Export from Excel as "CSV UTF-8". Use **Download sample CSV** to see the expected layout.

**You see:** **This text is too large to paste. Upload it as a CSV or TXT file instead.**

**Fix:** paste up to 50,000 addresses. For more, upload a file.

## The wrong column was checked [#the-wrong-column-was-checked]

**Fix:** in **Review your columns**, choose the right **Email column**. Spacebrain may suggest one (**AI suggested · review before continuing**); always check it. Tick **First row is a header** if your file has column names, and check the **Separator** (comma, semicolon, or tab).

## Some rows say Needs correction [#some-rows-say-needs-correction]

**Why:** the row has no email, or the text isn't a valid email address.

**Fix:** these rows are set aside and not charged. Filter by **missing or invalid emails — review**, fix them in your file, and upload again.

## It says I need more credits [#it-says-i-need-more-credits]

**You see:** a message that more credits are needed for this maximum, with **Add credits or prepare a smaller list.**

**Fix:**

1. Untick **Recheck recently verified addresses too**, if it's ticked. Rechecks cost extra.
2. Or split your list into smaller batches.
3. Or ask an owner or admin to top up credits in **Settings → Billing**.

## The cost review expired [#the-cost-review-expired]

**You see:** the **Review valid until** time has passed.

**Fix:** select **Refresh cost review**, check the new maximum, then select **Verify**.

## I want to pause or stop a check [#i-want-to-pause-or-stop-a-check]

While a check runs, you can:

* Select **Pause after current batch**, then **Resume** later.
* Select **Stop remaining checks**. A batch already sent can still finish and use credits.

Credits for each batch are set aside while it runs. Unused credits are returned.

## I don't understand a result [#i-dont-understand-a-result]

| Result            | What it means                                                       | What to do                                    |
| ----------------- | ------------------------------------------------------------------- | --------------------------------------------- |
| **Valid address** | The provider classed it as valid. Delivery still isn't guaranteed.  | OK to use, if you have consent.               |
| **Invalid**       | The address doesn't work.                                           | Don't send to it.                             |
| **Disabled**      | The mailbox exists but has been turned off.                         | Don't send to it.                             |
| **Disposable**    | A temporary throwaway address.                                      | Usually remove it.                            |
| **Inbox full**    | The mailbox exists but is full, so mail bounces right now.          | Try again later.                              |
| **Catch-all**     | The domain accepts all mail, so this mailbox couldn't be confirmed. | Send with care, or check another way.         |
| **Role address**  | A shared address like info@ or support\@.                           | Fine for business contacts, but not a person. |
| **Spam trap**     | An address used to catch senders of unwanted mail.                  | Remove it.                                    |
| **Unknown**       | The check couldn't reach a clear answer.                            | See below.                                    |
| **Not checked**   | No check has run for this address yet.                              | Start a check.                                |

Select **Inspect** on a row to see why, when it was **Last verified**, and how long the result is **Reusable until**.

## Many results are Unknown or unresolved [#many-results-are-unknown-or-unresolved]

**Why:** the receiving mail server didn't give a clear answer. Inconclusive checks don't use credits.

**Fix:** select **Review unresolved emails for retry**. Preparing the review is free. A retry that gets a clear answer may use credits. Addresses already confirmed aren't checked again.

## Has this address been checked before? [#has-this-address-been-checked-before]

In **History**, switch the view from **Runs** to **Emails**. Under **Has this address been verified?**, enter one exact address and select **Look up**. Looking it up is free and never starts a new check.

## My export is missing rows or details [#my-export-is-missing-rows-or-details]

* **Export filtered results** exports only the rows your current filters show. Select **Clear filters** first to export everything.
* **Export with original columns** keeps all your file's columns, duplicates, and rows with missing emails.
* If you see **Email details have expired under the retention policy**, the individual addresses are no longer stored. Totals and credit receipts remain.

## Use results in the CRM [#use-results-in-the-crm]

Under **Use these results**, you can create an audience from valid CRM contacts, or review valid external addresses in the People import. Audiences use recent valid results only; changed emails, opt-outs, and suppressed contacts are left out. Importing doesn't subscribe anyone or send email.

## Contact support [#contact-support]

Open **Help & support**, select **Contact**, or see [contact support](/troubleshooting/contact-support/). Include the workspace, the run's date and time (from **History**), the source type, the number of emails, and the exact message. Don't attach your email list.

## Next step [#next-step]

Keep your sending healthy with [templates and deliverability](/email/templates-and-deliverability/).