Email Advanced Troubleshooting

Multiple Email Addresses on Breeze Profiles:

Sometimes our churches 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.

Note: 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 are sharing an email address on their Breeze profiles (husband and wife with shared email, for example), and you send out a bulk email, it will only send one email to that address. 

So even if I email both Fred and Wilma, and they have a shared address, it will only send them one email. If using the First Name mail merge option and either have the same family designation or no designation, it will address the one received email to the individual whose first name appears later in the alphabet. It is alphabetical -- but backwards. 

Send-From Address:

Emails sent from Breeze send from the logged in users email address on their user-profile (More > Users and Roles > Users OR User Icon at top right > User Settings)

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.  If there is a shared email address within a family, it will default send to the "Head of Household" if listed. If the family roles are equal in any way (spouse, spouse or unassigned, unassigned) it won't take alphabetical precedence, it actually goes off of which account was created first in Breeze! 
  4. There is no text limit for characters when sending an email from Breeze.

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.

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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!