Email Advanced Troubleshooting

Storing Multiple Email Addresses on a Breeze Profiles

Sometimes you may want to store more than one email address on a profile and this can be done very simply through Breeze! All you have to do is edit the Contact section on a profile, add the second email right next to the first, separated by a comma.

Note: If there are two email addresses attached to John Doe's profile and I go to email him from the People section or Tag (or any other group aspect), it will automatically include both email addresses. This means he will receive the email at both addresses on file. In order to send an email to a specific address on file, the church will need to select the individual address from John's profile.

Having multiple emails on one profile will interfere with online giving auto-associations and form entry auto-associations. Since Breeze will check what was entered in the "Email" field against the entire email field in the profile, entering just one email into the online giving page or into a form will result in it not automagically associating for a person with multiple emails separated by commas. 

Shared Email Addresses

If individuals in a family share an email address on their Breeze profiles (ex. spouses and children), and you send out an email with more than one of those family members selected, it will only send one message to that email address, as a precaution to avoid spam. If you'd like for every member of the family to receive your bulk emails, we recommend having a separate email address for each recipient eligible. 

If you use the mail merge field "[FIRSTNAME]", and you have multiple profiles selected with the same email, the merge field will pull in the profile that was first created in Breeze (based on their Breeze ID assigned at profile creation). This is unlike our normal "Group by Family" behavior found in exports and statements.

For example, if a new family is being created in the "Add Person" window, and you have first entered in the child's profile information and next entered in the parent's profile information, the child will have received the lowest Breeze ID upon profile creation. In this situation, this means that if you have selected all of these profiles to email (and all profiles selected share the same email), Breeze will merge in the child's name when the "[FIRSTNAME]" mail merge is being used in group emails.

There are two workarounds in this family situation:

  1. Change the child email address to something different from the adult profile. 
  2. Create a new child profile and merge the older child profile into the new one. This will keep the newer profile ID, which will "force" Breeze to prefer the adult profile which, at this point, will be the lower profile ID.

Internal Note: In the past, it was documented that this was based on alphabetical precedence, yet it was discovered that Breeze sorts by lowest Breeze ID when group by family logic is not specified (which is the case in email sorting).

Send-From Address

Emails sent from Breeze send from the logged in users email address on their User Settings (see Changing/Updating User Settings or Change the "Send-From" Email Address to change your email address).

These emails also include the name assigned to the User as well, so if you want your email to appear as coming from your ministry, consider updating the User name with the name of your ministry as well.

Formatting Best Practice

  • For images within your mailing's content the recommended .html sizing is often 480 x 480 pixels or smaller. Note: If a photo is too large it will cause the email to fail without a deliverability report.
  • Total email attachment size limit is 20mb. Note: If it’s one attachment too large, it’ll provide an error. If it’s multiple attachments under the amount, but the total is over the amount it’ll simply fail to send and will not provide a deliverability report.


Random Facts

  1. Font used in emails is Verdana
  2. There are few reasons why an email would say pending:
    • There's no email under the Profile.
    • There's an attachment that's too large in it that's causing it to "break".
    • It's a Contribution Statement that is legitimately stuck and we'll need to send that out for them.
    • The email address under the profile is incorrect. (Space in the email address, wrong domain, etc.
  3. There is no text limit for characters when sending an email from Breeze.
  4. When inserting links that are file-specific, you'll want to make sure to have that http:// or https:// at the beginning of your link. Without having that, Breeze will treat your URL as an internal link, causing the link to break.

Note: If a group email is not sending, check to make sure all email addresses are correct. One incorrect email address could cause all emails to fail.

Why you shouldn't copy and paste into emails

The Email and Statement Compose windows don't handle copying/pasting from other email platforms, or Word, as the formatting isn't supported by the underlying library (ie. TinyMCE). To keep the source formatting, one option you may want to try is to use COMMAND+SHIFT+V (on Mac) or CTRL+SHIFT+V (on Windows) to paste as this causes the pasted content to exclude any formatting (effectively "pasting as text").

Example: Pasting with a particular font into a compose window in Breeze will keep the source formatting rather than the destination formatting. Following the above steps will keep that from happening.

Another option is to copy the email content and paste into the free Notepad app. Then immediately copy and paste it from Notepad into Breeze. Notepad cleans all the formatting away including the hidden double spacing.

Note: Multiple emails inside of the user can cause emails sent from said user to remain in pending status.

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  • I want to use a different font for our emails. How do I do this??

  • @info

    Thanks for reaching out to the Breeze Forum! 

    Unfortunately, there are currently no controls for the Font style within Breeze. We apologize for any inconvenience that this may cause. This has been a requested feature from other customers before, so our team is aware of the request!

    Please let us know if there's anything else that we can do to serve you. 

  • I have added a new user and I need their email to come up in the volunteer schedule. It isnt showing up

    as a choice to pick from. What am I doing wrong?

  • @deshawna

    Thanks for reaching out to the Forum! The only emails that are eligible to be send Volunteer Notifications are from Users with Volunteer Management permissions. Just simply make sure the user that you're wanting to select has a Role that has Volunteer permissions and you'll be good to go!


  • Hi,

    I sent an email to a group. Now I want to send the same email to a few more people.  Is it possible to replicate an email?

    Thank you.

  • @meganfountain

    Thanks for reaching out to Community! The best way to "resend" an email is to save a Template OR copy the body of the email from your Email History! Viewing Your History

    I hope this information is helpful to you. 

  • @stephenivey 

    Thank you. How do I save an email as a template?

  • @meganfountain

    Sure thing! -- Using Email Templates


  • How do I cancel a "pending" email that never sent?

  • @susanatuucob

    Great question! There is unfortunately no way to do perform this action. Your best option would be to go ahead and send it again for full deliverability. We apologize for any inconvenience that this may cause!


  • Question about pending email.  We have a tag assigned to some people.  I can send an email to everyone with that tag, and it goes out immediately.  (I am an administrator.)  One of our staff members, not an administrator, does the same thing, but the email shows up for her as pending.  Why?

  • Hi @bklivengood!

    That's a great question. In this particular instance, it seems that the individual has an invalid email address associated with their user (or might be trying to use multiple email addresses at the same time). This would cause Breeze to have trouble sending the emails because it doesn't have a valid email address to send from.

    That's no problem though! Here's a great article to help you edit that email address and get those emails sent: Editing A User.

    Hope that's helpful!

  • I don't think that is the problem.  There is only one email for the sending user, and it is correct.  I also verified the email addresses of all of the intended recipients of the email.

  • Hey @bklivengood,

    In order to serve you best, I'm going to transition this conversation over to the support side of things. Be on the lookout for an email from me soon!


  • I'm the admin for our church's breeze - I am trying to send emails out via Breeze to certain people but that status for everyone just stays at "Pending" and they are not getting the emails. Any ideas?

  • @rachel We are so sorry to hear that you're having this email pending issue! In order to serve you best, I'm going to transition this conversation over to the support side of things. Be on the lookout for an email from me soon!

  • We sent a "bulletin" using a template and when it comes across to a few people it appears encrypted it's just a bunch of jumbled text and numbers.  I have no idea how to help them it comes across fine on my iPhone and my windows laptop. I can forward the one I receive to my personal email and they get the text portion in proper format but not the church picture at the top.   Any ideas?

  • Hi @sherrylknight! 

    We're sorry that some of the formatting is not working correctly for everyone! In order to better serve you, I will transition this conversation to the support side of things to troubleshoot further. Be on the lookout for an email from me soon!

  • I am trying to use through Breeze. When trying to create the form, when I enter my email address it says that email is already taken. What is the issue there? Can you help me figure it out?


  • Hi @carolb! Since is a standalone, separate product, I'm going to bring your question into their Support channel to make sure we get you the help you need. Check for an email from us soon. :) 

  • Is there a way to recall an email once it is sent?

  • Hi @akledbet!

    Happy Monday! Great question about recalling an email. Currently, there is no way to recall an email at this time. Once an email is sent out of Breeze, it's sent and there's no way to retrieve it. However, if you are using the scheduled emails function, you'd be able to edit the message but again only before it's sent out of the system. You can read more in our help center about: Scheduling an Email to Go Out at a Later Time/Date

    Happy Breezing,


  • Can I see a record of my emails to my "tagged" group?  I am a teacher and I wanted to confirm if I sent an item to my class

  • Hi @mick3411! If you've sent an email to your tag, you should see it grouped together as a group email when you are viewing your history: 

    Please don't hesitate to reach out to for additional help here!

  • I am trying to send out the weekly PDF newsletter to our congregation. However, I am getting an Error message telling me my attachment is too big, over 20MB. However, the document is actually only 11.3MB in size. So why am I getting this Error message?


    Thanks for the help.


    Edit to add: I replaced one photo in the PDF with a smaller version and that reduced the document size to 8.6MB. I still got the Error message. Then I decided to try some very basic troubleshooting in the spirit of "turn it off and back on": Refreshing the page magically solved the problem.

  • @office

    I'm sorry to hear that you were having a problem with attaching the file you were trying to send.  I'm glad to hear that the "turn it off and back on" approach worked for you though.  :)