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Cancel a queued or in-flight broadcast

This guide shows you how to stop a broadcast before it finishes sending — whether it’s still in the queue or already dispatching.

Who can do this: Admins who can cancel broadcasts.

Before you start

Section titled “Before you start”
  • You can only cancel a broadcast with a status of Queued or Sending. Once a broadcast reaches Sent, Partial, or Cancelled, you can’t cancel it.
  • If a blast is Sending when you cancel, some emails may have already gone to your members’ inboxes. Those can’t be recalled.

Steps

Section titled “Steps”
  1. Go to Email > All blasts and select the broadcast you want to stop.
  2. On the send-detail page, check the status badge in the header. If it shows Queued or Sending, the Cancel send button is visible.
  3. Select Cancel send.
  4. In the dialog that appears, read the notice:
    • If the broadcast is Queued: “Nothing dispatched yet — cancelling now is clean. No emails will be sent.”
    • If the broadcast is Sending: the notice shows how many emails have already been sent to the email provider.
  5. Choose a reason from the Reason for cancelling list. The options include: Mistake in content, Wrong segment, Typo, Regulatory / consent issue, and Other.
  6. Select Cancel broadcast.

Verify

Section titled “Verify”

You’ll know it worked when the dialog closes and a “Broadcast cancelled” message appears. The status badge on the send-detail page changes to Cancelled or Partial (if some emails had already dispatched).

Within 48 hours, you can resend the original broadcast using the Unified Undo panel in the admin notification area. Note: if the broadcast ended with a Partial status, resending goes to the whole original audience again — there’s no option to send only to the members who didn’t receive it the first time.

If something goes wrong

Section titled “If something goes wrong”
  • “Cancel send” isn’t visible — the broadcast may have already finished sending. Once it reaches a terminal status (Sent, Partial, Failed, or Cancelled), cancelling is no longer possible.
  • “You don’t have permission to cancel broadcasts” — your role doesn’t include permission to cancel broadcasts. Ask your organization’s primary admin to grant it.
  • “Couldn’t cancel — try again” — a temporary error occurred. Select Cancel broadcast again. If the problem continues, contact support.
Section titled “Related”