Troubleshooting Automations

This feature is only available on paid accounts and requires Author user level or higher.

If your automation doesn't send to your subscribers as expected, there are a few things to look for.

In this article, you'll find information on what can cause issues with automations.

Paused or Draft Automations

If an automation or individual emails in an automation are paused, or if an automation is in a draft state, subscribers will not receive emails as expected. To see if your automation is paused or in a draft state, navigate to the Automation page and look at the icon next to your automation's title.

Automations that haven't been started show a draft icon next to their title. 

Automations that were running but have been stopped show a paused status icon. 

If one of these two are present next to your automation title, then the automation isn't currently sending.

To start or resume an automation, click its Edit button and navigate to the Confirm step. Click Start Workflow or Resume Workflow to start the automation.

Automations that are running but have one or more emails that have been paused show a warning icon.

Icon of yellow exclamation point surrounded by a circle.

When you pause a single email, other emails in the automation continue to send as expected. Subscribers who are eligible for the paused email wait in its queue and don't receive subsequent emails in the automation until the paused email is restarted.

To restart the email, click the automation's  Edit button and navigate to the Emails step. Find the email you want to restart and click Resume.

Segmenting Conditions

In some cases, a subscriber may not receive emails in an automation because they don't fit the segmenting conditions set for the email.

To review your segmenting conditions, follow these steps.

  1. Navigate to the Automation page.
  2. Click Edit next to the automation you want to work with.
  3. Navigate to the Emails step.
  4. Click Pause & Edit next to the email you want to work with.
    Cursor clicks Pause and Edit button.
  5. Click Edit Email for that same email.
  6. Navigate to the Schedule/Segmentation step to make sure the segmenting settings are what you want.
  7. Click Save and Return to Workflow when you're finished.
  8. Click the drop-down menu next to the email, and choose Resume.
    Cursor clicks drop-down menu and chooses the first option, Resume.

If you expected a specific subscriber to receive an email, review their subscriber profile page to verify they meet the segmenting conditions set for your automation.

Delivery Settings

If you've made changes to the scheduling settings for your emails, you may find that subscribers don't receive emails at the times you expected.

Date-based automations, like birthdays or special events, can be especially tricky. Since those emails have to go out on specific days, relative to the trigger date, if you limit what days of the week your emails can be delivered, you could skip subscribers whose next email should arrive on a day you've opted not to send.

This is also the case with limiting the time of day you send. If someone triggers your automation during the sending period, but the next delayed email in the series would be sent outside of the sending period, it will queue up for the next available send time.

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