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.

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

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

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

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

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

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

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

Fix:

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

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

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

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

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?

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

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

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

Open Help & support, select Contact, or see 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

Keep your sending healthy with templates and deliverability.