Troubleshooting: The Email Preview Shows a Yellow Box with a 0
You compose an email, select Preview, and instead of your message you get a yellow box with a number in it, usually 0. Nothing explains what went wrong.
Quick answer: The yellow box is a real warning, but a display issue is hiding its text and showing a number in its place. GRIN stopped the preview for one of two reasons: the contact you are previewing to has no usable email address, or your email integration is disconnected. Your template is fine either way.
Work through the two checks below. Check 1 is the more common of the two, and it is the one to start with if the preview works for some contacts but not others.
1. Check the contact you are previewing to
GRIN builds the preview against a specific contact, so it needs a valid email address on that contact's profile. If the address is missing, blank, or malformed, the preview stops before it renders. This is why the same template can preview normally for one creator and show the yellow box for another.
To check and fix the address:
Note which contact the To: line at the top of the preview is pointing at.
Go to Contacts > Creators, or Contacts > Prospects if the contact is a prospect.
Select the contact's name to open their profile, expand Contact Information, and add or correct the email address. Full steps are in updating a creator's contact information.
Return to your email and select Preview again.
If the contact has a manager or agent set as their primary contact, GRIN checks the primary contact's email address rather than the creator's, so that is the address to correct.
Sending to several contacts at once: When you preview a bulk send, the To: row includes a pencil Edit Contact action. Use it to add the missing Email Address without leaving the preview, then select Save. You can also use the arrows beside it to page through the recipients and find the one that is failing.
2. Check your email integration
If the preview fails for every contact, including ones you know have good email addresses, the cause is usually your connected mailbox rather than your contacts. GRIN needs an active email connection for the user who is composing, and each user connects their own mailbox, so this can affect you while a teammate is unaffected.
Go to Account > Settings > Integrations > Email Integration > Settings.
Select Reconnect, then reconnect through Connect Email or Connect via IMAP. If you are on Microsoft Exchange, confirm the Server or Hostname is correct.
Go back to your email and select Preview again.
The same reconnection steps, plus the other checks worth running when mail is not moving, are covered in our guide to emails that show as sent but are not delivering. If you have never connected a mailbox on this login, start with integrating your email instead.
Still seeing the yellow box
If the contact has a valid email address and you have just reconnected your integration, contact GRIN Support and include the contact you were previewing to, the mailbox you have connected, and whether the preview fails for every contact or only some. Reconnecting does not clear every case on its own, and we can check your mailbox records from our side.
None of this affects the template itself. You can keep editing it from the compose screen while you sort the address or the connection out.